New Features for Making the Most of Your In-App Connection Calls

The first conversation with a prospective client can be one of the most critical in the home buying journey. To help you fully leverage these connections, we’ve rolled out a more streamlined way to contact interested buyers: Your connection calls can take place directly within the Zillow Premier Agent app.

Our latest enhancements to this feature are designed to make it easier for you to quickly and seamlessly access information about your connection and the properties they’re interested in — all without ever having to leave the app. 

Stay tuned for more as we continue to optimize your end-to-end experience. 

How to get set up for in-app connections

• Download the most recent version of the Zillow Premier Agent app.
• Make sure you’re signed in and turn on push notifications for the app.
• Enable microphone access. You can do this in your phone settings or when prompted by the app.
• Connect to a strong Wi-Fi connection whenever you can. The app uses Voice over Internet Protocol (VoIP), which allows you to make calls or send media over the internet instead of using a cellular or landline connection. Data rates may apply if using VoIP over a cellular connection instead of Wi-Fi.
• Tap More, Settings (gear icon), and turn the experience on by toggling “Allow enhanced connection calls (account level) and Allow enhanced connection calls on this device (device level)"
• Double-check that our number is unblocked; Zillow will call from 206-539-0456.
• Test your connection with a test call. You can test a call by going to More and Get help & give feedback in your app.

What to expect when receiving a call

Here’s how in-app connections work when your iPhone® device’s screen is locked:

Here’s how in-app connections work when your iPhone® device’s screen is unlocked: 

Here’s how in-app connections appear on an Android™ device:

1. Get notified. The Zillow Premier Agent app will ring your phone with a notification that’s similar to a standard phone call, and you’ll have 30 seconds to open the app and accept the connection.
2. Accept your new connection. You’ll immediately be provided with details about your new connection and the property they’re interested in. If you accept the connection within the 30 seconds, you won’t yet be connected with the buyer so you may review this info.
3. Review the details. In addition to the insights above, you can review the property listing before speaking with your connection. You’ll also be able to see what they’re requesting, like an in-person or virtual tour, and their lead message.
4. Connect and introduce yourself. After reviewing property details, you can then press “Connect” or say “Connect” to start speaking with your new connection. Learn how to ace your connection calls by following the ALM framework with this downloadable best practices toolkit.
5. After you’re done, be sure to take time to review your connection call to identify areas of opportunity, and don’t forget to follow up with your client via text message. The app will prompt you to record any notes from the call so you never forget any critical details.

For further guidance on getting the best out of your connection call and how to overcome common challenges, watch this short two-part webinar series. 

Post-connection management

After you’ve finished your call, the app immediately prompts you to indicate whether or not you set up an appointment. On the same screen, you can keep track of your appointment by logging the date and time — simply tap “add to calendar” to record the details. The app then automatically updates the contact status so you can easily refer to it later. 

In-app exclusive insights

The Zillow Premier Agent app also surfaces critical customer insights to help you build rapport with a prospective buyer. These include:

• MLS Status: Before you connect, you’ll be able to view the latest MLS status alongside the connection details. This allows you to set expectations with the buyer based on the availability of the home, and having this information available at a glance means you can focus on helping the customer — no more looking up the address or copying and pasting the MLS ID in the middle of a call.
• Customer Notes: Find out critical information about the customer ahead of time with notes from Zillow, such as whether the buyer has been pre-approved or is moving out of town. 
• Home Search: You’ll be able to see a summary of your connection’s home search on Zillow, including city and price range, so that you can easily tailor the conversation to fit their needs.

What happens if a call drops? 

• If you already answered the call in the app and the call drops, you’ll continue to work with the connection and be able to follow up using the post-connection details we deliver in the Zillow Premier Agent app.
• If you have not been connected and the call drops, then we’ll hang up and retry the call in the standard connection flow.

Still have questions? Find answers on the FAQ.

You can also download our one-page overview of the in-app connections process to keep handy, just in case you need a quick refresher.