Eligible partners in Denver, Phoenix, and Atlanta can now leverage Zillow Messages in Follow Up Boss to create warm introductions 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.

This feature is currently available to select Zillow Premier Agent partners in Phoenix, Atlanta, and Denver, on their Zillow leads and requires having the Zillow Two Way Integration enabled.

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 lender, you'll see the option to send the warm intro via Zillow Messages—this will be the default option during the pilot and only available when a Zillow Message conversation exists.

You’ll see the full conversation between you, your buyer, and the lender 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

Buyers receive the warm introduction through both the Zillow app and a text notification, each tied to a unique phone number for that conversation. Whether they reply via text or in-app, all messages are captured in the same Zillow Messages thread. When the lender sends their first message, the buyer receives a text that begins with “Zillow – Message from [Lender],” along with the lender’s headshot, reviews, and a link to their loan officer profile.

FAQs

Is Zillow Messages in FUB the only option for warm intros?
Zillow Messages is the only option during this pilot. While agents may be used to using text or email, this new method ensures better delivery, visibility, and integration.

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 his profile.

What if my preferred ZHL loan officer doesn’t use Zillow Messages?
Your preferred ZHL loan officer can continue the conversation via text message if needed. However, all activity is tracked, and performance during the pilot will inform future improvements.

What if there is a change with who the buyer is working with (e.g. change in lender)? 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 as part of the initial pilot (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 and files at this time.

Learn More

Check out our full Zillow Messages overview: Inbox Apps: Zillow Messages