Overview

Through your team’s Zillow Pro membership, you have access to expanded My Agent features. With this access, you can invite your non-Zillow leads to collaborate with you directly on Zillow through Follow Up Boss (FUB), creating a more connected and consistent client experience.

How to invite your non-Zillow leads in Follow Up Boss

1. In the lead’s profile in FUB, select Send invite from either the activity module or the My Agent field in the details module.
2. Choose whether to invite your lead by text or email. A prewritten invitation message will open automatically, and you can edit it before sending. 

3. After the lead accepts your invitation, you receive an alert that they accepted. You now see the lead as active in the My Agent field in the details module.
4. You also unlock exclusive Zillow insights for your non-Zillow lead, including their browsing activity,
whether they become a high-intent buyer or seller,
if they start searching in a new area, or are likely to submit a mortgage application, among other insights. 

FAQ

My Agent relationship basics

• How long does a My Agent relationship stay active with Zillow Pro?
  • For non-Zillow leads, the My Agent relationship stays active until a consumer or agent chooses to disconnect, giving agents long-term visibility and insight. Shoppers can choose to end a My Agent relationship at any time.
  • For Zillow leads, My Agent provides an exclusive connection that lasts from 30 days up to one year, depending on engagement. The relationship extends automatically when agents stay in touch (bi-directional communication), or the client confirms they’re working together.
  • There is the ability to send a My Agent Relationship to expiring or already expired leads as well. 
• What happens to a My Agent connection when a lead is reassigned to another agent in Follow Up Boss, after they had already accepted the invitation with the previous agent?
  • If a lead with an active My Agent connection is reassigned to a new agent in Follow Up Boss, then the new agent will now show up when that lead is browsing on Zillow. Their requests to tour will be routed to the new agent if the lead requests via a Zillow listing.
  • Please Note: All My Agent connections are ultimately the consumer’s choice. Before reassigning, consult with the buyer and ensure they approve the reassignment. Consumers can end a My Agent connection at any time.
• If an agent is working with multiple clients (e.g. husband and wife) and they both have Zillow consumer profiles, what's the best approach for sending the invite?
  • We recommend sending to the primary contact, and then encouraging the primary to invite their co-buyer to connect on Zillow. This will create a multiplayer team between the agent and the co-shoppers. 
• My client has accepted my invitation, but I am not showing up on listings when they browse. Why is this happening?
  • You will show up on listings when a client is browsing in your service area. Be sure to update your service areas on your Agent Profile on Zillow to ensure you show up in those areas.

Managing clients & connections 

• Can other agents steal my leads or connections with a My Agent relationship?
  • No. Once a consumer accepts your connection request through Zillow Pro, you become their dedicated agent across Zillow. This means when they are browsing in your service area, they will see your name, brand, and listings, including on listing pages, email alerts, and the homepage. Each consumer can only be linked to one agent at a time. 
  • However, it is possible that a consumer could search on Zillow outside of your service area and not be routed to you if they request to be contacted by an agent.
  • This connection is always based on consumer choice. Zillow makes it easy for consumers to select their preferred agent, and they have full control to end the connection or choose to work with someone else at any time.
• What if a team member leaves my team? Do I still have access to their My Agent customers?
  • If the My Agent connection was established while the agent was part of your team and the contact remains in your team’s Follow Up Boss account, then yes, you will retain visibility into that consumer’s Zillow activity. The connection is tied to the team’s CRM instance, not the individual user.
  • However, if the agent removes the contact from your system or transfers them to a new Follow Up Boss CRM, the visibility and the My Agent connection go with them. 
  • We recommend setting clear ownership and permission settings in Follow Up Boss to protect team relationships. Admin controls can help you retain access to team data if someone leaves the team.
• If an agent or team cancels Zillow Pro, what happens to the Zillow browsing activity for contacts they’ve connected with through My Agent?
  • The Zillow browsing activity is delivered as a live feed while you’re a Zillow Pro member. If you cancel your subscription, that feed is shut off and the agent loses visibility into browsing activity and insights.

Ownership, access & lead protection

• If an agent cancels Zillow Pro, how quickly does the My Agent connection end?
  • Connections end immediately once the subscription is terminated.
• If an agent cancels Zillow Pro and later re-subscribes, will they see the full history or need to restart?
  • They’ll need to send new My Agent invites to their sphere to re-establish connections. If a contact accepts, agents will receive their past 4 weeks of browsing activity.
• How do I get clients to accept the My Agent invitation?
  • We recommend reaching out to clients you’ve established recent contact with and focusing on how My Agent streamlines their experience and gives them a trusted advocate throughout their home search. An example script could be:
    • “Once you accept the invitation to connect with me, it's easier for us to collaborate on Zillow. You can reach out to me directly from a listing as you browse, and I'll be able to provide you with more personalized recommendations.”

Subscription Changes & Impact 

• What is the benefit for the consumer to connect with me on Zillow?
  • For shoppers, My Agent makes the home search more personal and seamless. When they accept a My Agent invite, that agent’s name, photo and branding appear across relevant Zillow listings as they browse, helping them feel confident they’re working with someone they trust. 
  • The agent also gets real-time insights into what they’re looking at, saving and sharing to help provide more relevant listings, faster responses and better guidance throughout the search.
  • See the My Agent Connection for more benefit details. 
• Is there a maximum number of My Agent invitations I can send to my sphere?
  • Yes, each user can generate up to 30 unique invite links within a rolling 24-hour period. If you hit the limit, an error message will appear: “My Agent invite limit reached. Try again in an hour.” 
  • The message composer won’t open, preventing any more invites until some time has passed. This is our starting point, and we will adjust as we continue to learn more.
  • Overall, you can invite as many contacts as you want. The more connections you create, the more consumer insight and branding coverage you unlock.
• What happens if a client accidentally declines an invite? Can it be resent immediately or is there a waiting period?
  • If a client declines - accidentally or not - the current functionality prohibits the agent from generating a new invite link. This is to protect the client experience and ensure invitations feel intentional rather than automated. 
• Does the agent get notified if a consumer accepts or breaks the My Agent connection?
  • Yes, agents will receive a notification in Follow Up Boss that the invite has been accepted, declined, or canceled.

Invitations & engagement 

• What if a client has multiple emails or devices?
  • My Agent is tied to the consumer’s Zillow account, not their device or email.
• What parameters qualify a contact for the High Intent tag?
  • To determine which buyers are high intent and most likely to transact in a 6-month period, Zillow’s machine learning model evaluates factors such as their browsing activity on Zillow. Key indicators include time spent viewing homes, the number of homes favorited or shared, and views of agent profiles. This data helps predict which buyers are further along in their journey.
  • The High Intent Buyer tag is applied to existing connections received in the past 12 months, considering both Zillow’s model insights and agent inputs, such as Contact Status updates and communication history from the Premier Agent app or connected CRMs. This tag acts as a compass, helping you prioritize clients who are likely to need more immediate support.

Consumer experience & value 

• How will my branding show up on a Showcase listing with a My Agent Relationship?
  • Showcase Home Details Page Branding will display the Listing Agent
  • If a consumer clicks Contact agent on a Showcase listing, those inquires will go to the Listing Agent
  • If a consumer clicks request a tour on a Showcase listing, those inquiries will go to the agent with the connected My Agent Relationship, as long as that inquiry is within the agent’s service area. Service areas must be up to date on your Zillow Agent Profile to ensure the inquiry is routed to you. 
  • On Showcase listings, the listing agent is elevated, meaning their branding appears on the listing, and the contact button routes inquiries directly to them.
  • However, if a buyer (whether a sphere lead or a Zillow lead) has a My Agent relationship, the Tour button will still route to their My Agent agent. For all other non-Showcase listings, the consumer will see their My Agent agent’s branding across relevant surfaces on Zillow.
• I am a team lead. Will I have access to my team’s My Agent customer data?
  • Yes. As a team lead, you will have access to connected customer activity for your team members through Follow Up Boss. This allows you to support prioritization, track performance, and coach more effectively.
• Can a consumer have a MyAgent connection with multiple agents across different Metropolitan Statistical Areas (MSA)?
  • Yes they can, as the My Agent Relationship is based on Service Area coverage. However, the existing agent can see that they are browsing homes in a different Service Area.