Group introductions via Zillow Messages for buyers and Zillow Home Loans loan officers

Eligible partners can now leverage Zillow Messages in Follow Up Boss to create group introduction messages between their clients and their preferred Zillow Home Loans loan officer. This new feature brings a more streamlined and transparent way to connect buyers, agents, and loan officers, all within a single, trackable conversation thread.

How it works

For agents

To get started, simply initiate a transfer to Zillow Home Loans in Follow Up Boss by navigating to the "Lender" section within the client’s details and selecting your preferred loan officer as usual (see more here). When prompted to introduce your loan officer, you'll see the option to send the warm intro via Zillow Messages—this will be the default option and only available when a previous Zillow Message between you and the buyer exists. If a Zillow Message conversation does not yet exist with the client, you will have the option to initiate a text or email introduction.

You’ll see the full conversation between you, your buyer, and the loan officer in your Inbox, Recent Messages, and the Comms tab on the buyer’s contact page. Just like other Zillow Messages threads, these conversations are fully integrated into your workflow and easy to track.

For buyers

When you connect your buyer directly with your preferred Zillow Home Loans loan officer, you build a stronger connection and make it more likely that the loan officer can get in touch with the buyer and help them take the next steps to secure financing. Whether they reply via text or in-app, all messages are captured in the same Zillow Messages thread. When the loan officer sends their first message, the buyer receives a text that begins with “Zillow – Message from [Loan Officer],” along with the loan officer’s headshot, reviews, and a link to their profile.

For more information about how to use Zillow Messages in FUB, take this short Zillow Academy course.

FAQs

Is Zillow Messages in FUB the only way to introduce a buyer and loan officer when transferring in FUB?

In scenarios where eligible agents have an existing Zillow Messages conversation with the buyer, Zillow Messages will be the only option to facilitate an introduction via FUB. While agents may be used to using text or email, this new method ensures better delivery, visibility, and integration. In a pilot across 4 markets, we observed that buyers replied 6% more often to the first message an agent sent when it was sent as a Zillow Message rather than a text message, and 20% more for RTT connections.

Will clients know who the ZHL loan officer is?

Yes. The Zillow Message will include the loan officer’s name, headshot, reviews, and a link to their profile.

What if my preferred ZHL loan officer doesn’t use Zillow Messages?

Your preferred ZHL loan officer will have access to Zillow Messages to respond to your introduction and even kick off a 1 on 1 thread with the buyer. However, if the buyer prefers text, email, or phone call, the loan officer will adjust as needed.

What if there is a change with who the buyer is working with (e.g. change in loan officer)? What steps does the agent need to take and how does that look for his client in the app?

If a buyer transitions to a different loan officer, then the conversation will migrate off of Zillow Messages as loan officers can not create new Zillow Messages (they can only create/send messages if they’ve received a three-way warm introduction from the agent).

What types of media are supported in Zillow Messages?

Today, all parties have the ability to send links and photos within a Zillow Message conversation. However, we do not support the sending of documents or files at this time.

Does the "Transfer to ZHL" option only work for Zillow leads?

Yes, the "Transfer to ZHL" option is only available for Zillow leads that have been synced to FUB through the Zillow Two Way integration.

Learn More

To learn more, check out our full Zillow Messages overview.

Search