Click the links below to jump to specific topics, or scroll through this User Guide for a workflow approach to the Leads module and Action Plan Manager.

Logging on

Leads Module

Leads > View

Filtering Leads

Sorting Leads

Batch-Processing Leads

Lead Details

Assigning Leads to Action Plans

Leads > Lead Admin

Routing Rules Tab

Lead Categories Tab

Action Plan Manager

Action Plan Manager > Start

New Plan

Creating a Calendar-driven Action Plan

Viewing Plan Activities

(Create New Activities)

Adding Action Plan Participants

The Three Ways to Schedule Action Plan Activities

Days-interval Action Plan

Calendar-driven Action Plan

Recurring Action Plan

Open Plan

Remove Plan

Manage Activities

New Activity


Open Activity

Remove Activity

Email Options


Logging on     Return to the top

Log on to the rDesk server . . .

. . .� and you will be sent to the rDesk dashboard.

Leads Module     Return to the top

The rDesk Leads module allows you to view and manage your Leads.� You can view Lead details or filter, sort, group, and export your Leads according to easily selected criteria.

As you work through this User Guide, think of yourself as the User in the screenshots. For example, User appears in the rDesk Dashboard screenshot below (i.e., Source: User Website/Registration).


The new Leads that you have received are shown in the New Leads widget.

rDesk Dashboard

Red characters and shapes do not reflect rDesk screen content. They are annotations in this help file.


To enter the Leads module, click Leads in the left pane of the desktop, then click View in the dropdown list as shown by the.


To see an icon�s function, hover the mouse pointer over the icon:

Click here to delete a Lead from your Leads list. Deleting the Lead does not delete the person from your Contacts database.

Click here to assign the Lead to a colleague (via the window below).


User here is you.
(return to Overview)


Leads > View     Return to the top

After you click Leads > View, your Leads are displayed with summary information, as shown
below. Fields are blank where information was not provided when the Lead was captured.

Leads appear in the order of the Sort By criteria � in this case, by Last Name in
ascending order.

Filtering Leads     Return to the top

You can customize your search results by selecting and entering desired criteria in the filtering pane of the Leads window.

As shown here, you can filter your Leads by multiple categories in a single search.


          You must click the filter name to configure your search criterion

          and click the checkbox to include
the criterion in your search.

Clicking the Search button will display a summary of your search criteria with the results.

This image shows your selections and a summary of your search criteria:

The search above will filter leads based on all selected criteria (CreateDate, Phone,
LastActivityDate, Type, and Source).

The following images explain the choices available:

Creation Date returns Leads . . .

. . . within a specific date range or within the last x days that you specify.


Name returns Leads . . .

. . . beginning with the strings you enter for the first and/or last name.


Address returns Leads . . .

. . . containing the address information that you provide.


Email returns Leads . . .

. . . that have the Email address you enter.


Phone returns Leads . . .

. . . containing as many or as few area code and phone number characters you enter.


A quick way to filter for Leads in a single area code


Last Activity Date returns Leads . . .

. . . that have had activity logged by the system for the date you enter.


Type returns Leads . . .

. . . of the type you select in the list shown.


Source returns Leads . . .

. . . using the source you select from the list shown.


A quick way to filter for Leads you have not accepted


Acceptance returns Leads . . .

. . . based on if you have accepted or not accepted them, whichever box you check.


Sorting Leads     Return to the top

You may further customize the view of your leads by assigning sorting rules to the search result:

These dropdown lists assign the sorting criterion and sort order.


Batch-Processing Leads     Return to the top

The buttons along the bottom of the Contacts >> Leads screen enable you to execute the same action on batch‑selected or individual Leads; for example, here you can click the Select All button and export a batch of Leads to an Excel spreadsheet.



Exports to Excel all selected Leads on the
page or all Leads in the
search result
(you will be prompted to specify which)


Opens a New Lead
window with fields for


Unchecks all checkboxes and deselects all Leads


Selects all the Leads on the page by checking the checkboxes next to all Lead names


When you Accept a Lead, it becomes a part of your Contacts database.


Accepts all checked Leads


Declines all checked Leads










Lead Details     Return to the top

Clearly, the Lead search function is a robust tool for narrowing your Leads view based on
your specified search criteria. Once you have your desired list, you can click on individual
Leads for details on each one.

For example, you to find out more about the Lead Aaron Dunkirk.

Click on Aarons name:

The Summary tab appears, with additional tabs for browsing deeper into each Lead. Here you can also edit and update information about your Lead.

The Marketing tab displays details on the properties your Lead has visited online.

Read Notes you entered, or edit and add ongoing information here.


Another powerful data retrieval source is the History tab:

The History tab logs both the various actions you have made for a Lead (contact profile updates, assignment of lead to groups, etc.) and the various actions by the Lead on your website (registered, saved search, filled out a listing inquiry, etc.).

Assigning Leads to Action Plans     Return to the top

From the rDesk Lead view screen (below), you can manually route an individual lead to an Action Plan (the next section explains automatic routing of leads). Start by clicking on the Lead name:

In the Summary screen for the Lead, click on Assign to Action Plan . . .

. . . then you can assign the Lead to an Action Plan from the dropdown list:

Click Save (left), and the Action Plan will show up in the Lead summary screen Action Plans list (below).


Instructions up to this point have been about Lead > View functionality. The next section
explains Leads > Lead Admin functionality.

Leads > Lead Admin     Return to the top

The rDesk Lead Admin functionality allows you to route Leads to Action Plans. The Action Plans in this module are currently all Email campaigns.

The Action Plan Manager is a stand-alone module of rDesk, and Leads Admin is where the Leads and Action Plan Manager modules intersect.

Routing Rules Tab     Return to the top

To begin Lead admin, click Leads in the left pane of the rDesk desktop, then click Lead Admin in the dropdown list as shown by the.

The Routing Rules tab below shows you the routing rules currently set up.

Hot Leads are assigned to the Buyer #2 Action Plan in the System Library.


The dropdown after Your Current routing Rules for contains these two choices:

The Notification Manager is a component of the Action Plan Manager module: Much like the Action Plans you employ to send Email campaigns to your Leads, Notification Plans send Emails to you upon receipt of Leads. In the Routing Rules tab below,
All Leads will trigger Email notifications to your Default Email address.

Exclusive means the rule will override any other rules that apply that is, any rule overlaps


You checked this box to make the rule Exclusive.


Now you are adding a rule to send notification to your PDA of new Million-five SC buyer category Leads.


Individual Type
(initiated by you).





Lead Categories Tab     Return to the top

The Lead Categories tab allows you to set up customized categories of your Leads, which will be your
Action Plan recipients.

The example below demonstrates how you can create a lead category using any number of specified criteria.

They provided an Email address,


but not necessarily a mailing address.


In these zip codes located in greater Charleston, SC.


and who are looking to buy property . . .


Remember to save your work!


and a phone number,


homes . . .


starting at $1.5 million.


This category will include Leads that filled out the Property Inquiry form on your website . . .


They have looked at two or more . . .


rather, you are creating a new category. Type in a name for the new Lead category.


Skip this selection. You are not editing an existing category;


After you click the Save button, your Lead category will appear in the list for future use and future editing. Simply select the Lead category you want to edit in the Current Categories dropdown. An example of future editing would be adding a zip code to the Lead viewed properties dropdown.

Back in the Routing Rules tab, you will also see your new Lead category among the Leads category selection:

Your new Lead category appears in the left dropdown . . .

. . . and you can select a plan from the right dropdown.


Action Plan Manager     Return to the top

The rDesk Action Plan Manager allows you to create and manage Activities and Action Plans. You may create, edit, remove, and send or schedule either an individual email (called an Activity) or a whole email campaign (called an Action Plan) for your leads.

Click the links below to jump to specific topics, or scroll through this User Guide for a workflow approach to creating and managing Action Plans.

rDesk Dashboard

To enter the Action Plan Manager, click Marketing in the left pane of the desktop, then click Action Plan Manager in the dropdown list as shown by the.


Action Plan Manager > Start     Return to the top

After you click Marketing > Action Plan Manager, the Start screen is displayed:

Action Plan Manager Start Screen

New Plan:

Allows you to create New Plans either from scratch or from existing Action Plans. See New Plan below.


Remove Plan:

Enables you to select an existing Action Plan from a dropdown and remove it from your list of Action Plans.
See Remove Plan below.


Open Plan:

Dropdown contains existing Action Plans; you can use Action Plans as is or modify to create New Plans. See Open Plan below.


Email Options:

Set up Email notifications to yourself when a recipients Email bounces or when a recipient opts out of your Action Plan. See Email Options below.


Manage Activities:

View and select Activities, and apply themes to Activities that constitute an Action Plan. Currently, all Activities in rDesks Action Plan Manager are Emails.
See Manage Activities below.



New Plan     Return to the top

If you wish to create a new plan, click on New Plan, and the Create Action Plan screen will be displayed. Name your new Action Plan, and select either From Scratch or From an existing Action Plan. Action Plans may be created based on three scheduling types: the calendar-driven method, the recurring method, or the day interval method. All three methods are explained here.

Note: Do not click From an existing Action Plan to create calendar-driven Action Plans and recurring Action Plans if you do not already have existing Action Plans based on these scheduling types. Currently all System plans (explained here) are based on the day interval method, and Action Plans copied from an existing plan automatically inherit that Action Plans scheduling method.

The first example below assumes that you wish to create a calendar-driven Action Plan and are creating an Action Plan from scratch.

Creating a Calendar-driven Action Plan     Return to the top

After clicking Create Action Plan (above) and selecting the schedule type (Calendar Driven in the example below), you are ready to add Activities.

Add activities in three steps:

  1. Select an activity from the Select an Activity dropdown at the bottom of the screen.
  2. Select either Send Date or Send Occasion, and set the exact date or specific occasion.
  3. Click the Add Activity to Plan button.

Chosen Activities accumulate in the table, as shown below:

Activities below are being selected from the Library. But you can also Create New Activities (create your own Emails).


Schedule Types

Day Interval: Each activity is sent out x days after a previous activity. See Day Interval Action Plan.

Calendar Driven Activities in an Action Plan go out on dates that you specify (i.e., 7/24/08) or at specified occasions (i.e., Christmas).

Recurring An Action Plan containing a single activity (i.e., a repeating monthly Email) is sent on a recurring schedule. See Recurring Action Plan.


View Activities before selecting them, or view them here.

Select Activities . . .

. . . and add them to your Action Plan.


Activities from the Library (SYSTEM Activities) have this lock icon; they cannot be edited.







Once you have your Action Plan, it will be included in your existing Action Plan list. You may then create a new calendar-driven Action Plan from scratch or by copying existing Action Plans that are calendar driven using those you have previously created.

Note that only one scheduling method may be used per Action Plan. For example, a combination of day interval and calendar-driven scheduling in one Action Plan is not supported.

Viewing Plan Activities     Return to the top

When your Action Plan is built (Activities are added, and intervals and sequence are set), click the right arrow at the top of the screen or the Preview tab to preview the entire Action Plan . . .

. . . and the View Plan Activities screen is displayed. Here, you can scroll down and preview each activity:

Create New Activities

Shown at left are activities from the Library being added to an Action Plan. You can also create your own activity, as shown below:

You may create new activities while you are building a new Action Plan or through the Manage Activities screens. The Manage Activities screens provide powerful features for creating, editing, previewing, and sending activities. See Manage Activities.


Adding Action Plan Participants     Return to the top

When satisfied with your Action Plan, click the right arrow at the top of the screen or click the Participants tab to add Contacts . . .

. . . and the Plan Participation screen is displayed:

Click the Attach Contacts button . . .

If you get this message . . .

. . . wait a few seconds, then click the Participants tab to refresh the page.

. . . and your Contact List is displayed. Select recipients for your Action Plan, and click Save. The list of selected Contacts will be displayed, as shown below.

The Three Ways to Schedule Action Plan Activities     Return to the top

The previous section gave in-depth instruction on creating a calendar-driven Action Plan method. Below are all three Action Plan methods explained in sequence, so you can clearly see the distinctions among them.

Day Interval Action Plan     Return to the top

Selecting and adding activities based on a Day Interval method uses a similar process as detailed in Creating a Calendar-driven Action Plan. The distinction here is that you place each activity in the sequence desired and set the gap between the activity send dates, as shown below.

. . . and set how many days after the previous one you wish to send this activity


Set when in the series the activity will occur (first, second, etc.) . . .


Calendar-driven Action Plan     Return to the top

Selecting and adding activities in a calendar-driven Action Plan is explained in Creating a Calendar-driven Action Plan above. The difference here is that you set the specific date or select a specific occasion for each activity, as show below.

. . . or select an occasion (i.e., a holiday)


Set the calendar date for each activity. . .


Recurring Action Plan     Return to the top

A recurring Action Plan is designed for a single activity, and you set the recurrence of that activity, as show below.

. . . and set the number of occurrence (number of repeats).


Set the frequency of a recurring activity . . .


Open Plan     Return to the top

Click any existing Action Plan in the dropdown to open it, as shown below to the right . . .

. . . and a list of the activities that make up the Action Plan will show on the Plan Details screen:


Remove Plan     Return to the top

Result of the click at left:

Click any existing Action Plan in the dropdown to remove it, as shown below to the right:

Manage Activities     Return to the top

The Manage Activities screens are like the Action Plan Manager screens. The distinction here is that instead of managing your Action Plans, you can manage the activities that constitute your Action Plans. Several graphical themes (i.e., stationery templates) can be applied to individual Action Plan activities to enhance presentation and branding. You can view, select, and apply these themes to new activities or to existing, non-system activities (system activities cannot be modified).

New Activity     Return to the top

Like the Action Plan screens, the Create Activity screen prompts you for a new activity from scratch or a new activity based on one that already exists.

Below, you are creating a new activity from scratch:

Below is your new activity with the default theme applied:

The Themes dropdown offers style sheets to lend several thematic appearances to your activities:



Below is the same activity with the beach theme applied:

Tokens     Return to the top

To automatically place your recipients name and your own name in the Email, use the Tokens dropdown, as shown below. Remember to put a space between the {{first_name}} and the {{last_name}}:

manually inserted


Below, your activity is ready to preview, so you click on the right arrow . . .

. . . for a Preview screen for your new activity:

The preview looks good, so click the right arrow . . .

. . . for the Send Activity by Email screen (below). Add contacts, click Send Activity, and your activity has been created and is ready to send:



Open Activity     Return to the top

The Open Activity dropdown allows you to open an existing activity to send again or to send to different recipients. You cannot change the message without renaming the activity, but you can change the theme of non-system activities and the audience.

Remove Activity     Return to the top

The Remove Activity dropdown allows you to remove non-system activities.

Result of the click at left:




Email Options     Return to the top

Under Email options, you can elect to receive notification when an Action Plan recipient opts out, or when your activity is undeliverable and gets bounced.

This could help you to stay informed real-time about the success or failure of your Action Plans and give you insight into the results of your Action Plans.