Home FAQs: Using Brokerkit FAQ Quick Answers

FAQ Quick Answers

Last updated on Sep 18, 2026

Contacting Support

Q: Can I get a customer support phone number?
A: You can call our Customer Support at (720) 619-8686.

Q: Need an email please
A: You can contact support by email at support@brokerkit.com

Q: How can I set up time with support to go over things I cannot figure out in Brokerkit?
A: Please use the following link to schedule a live web conference meeting with our customer support team. Select the "Brokerkit Support" option, and we will be happy to assist you with your questions.

Login & Invites

Q: One of my agents accepted the invitation to join Brokerkit but can't find her login information. How should she access Brokerkit?
A: Go to getbrokerkit.com/users/sign_in with the exact email on the Brokerkit user record. Use Google, Microsoft, password reset, or Email me a link as appropriate. A no-team error usually means the email does not match. See Logging in to Brokerkit.

Account Settings

Q: How can I send emails from a new email?
A: If you want to send emails from a new email address in Brokerkit, click on your name in the top-right corner, go to User Settings, and update your email there, since the email you use to log in is the same one used to send emails. Once you update it, you can log out and then log back in using the new email. If this new email address does not have a verified domain, we recommend verifying it to ensure good deliverability.

Q: Can I CC or BCC someone on an email I send from Brokerkit?
A: Yes for a one-off email sent from a contact profile through connected Gmail or Microsoft: use the CC or BCC toggle. Smart Campaign and bulk emails do not support CC/BCC.

Q: How do I delete or edit saved emails in my CC/BCC list?
A: Those suggestions are stored in this browser, not in your Brokerkit account. Add the corrected address normally. Brokerkit cannot delete one saved suggestion; to clear them, remove the site data for getbrokerkit.com in your browser settings. This clears all saved CC/BCC suggestions and may sign you out, so add corrected addresses again afterward.

Q: If I send an email from Brokerkit, where do replies go?
A: Replies go to your normal Gmail or Outlook inbox and also appear on the contact timeline. An Admin can enable inbound-email notifications for your role.

Q: I need to change the name of my team/account that is at the top of the page.
A: If you are an Admin user, you can change your team name by clicking on your name in the top right corner and then going to Account Settings. There you will find the field to update your Office or Team name.

Q: How do I change my office address?
A: Admin users can update the office address by clicking on your name in the top-right corner and going to Account Settings. On the Settings tab, edit the Default appt location field (start typing and select the suggested address), then click Update Office. This address appears on your landing page (including a map) and pre-fills as the default location when you schedule appointments. For full details, see Updating Your Account Settings (Office Name and Address).

Q: How do I find my BCC email? I do not have an Account Settings choice under my name.
A: Note: You must have Admin role access to view Account Settings. If you are a Staff user and do not see "Account Settings" under your name, please contact your account Admin to provide you with the BCC email address.

Email Forwarding

Q: Why are outside emails on a candidate record?
A: This is inbound forwarding, not BCC (outgoing). Under Account Settings > Email, turn off Record emails received to the forwarding address that are not a reply to Brokerkit sent emails to limit logging to Brokerkit replies. When on, non-replies can log if From, To, or Cc matches a contact. Details

Receiving System Emails from BrokerKit

Q: I'm not receiving emails from BrokerKit (agent list download links, system notifications, etc.). Why?
A: Your address may be on BrokerKit's internal suppression list after an Unsubscribe click on a system email from noreply@u.getbrokerkit.com. Say "talk to human" so Support can check and remove the suppression.

Q: Will the Notification Center tell me when an email bounces or is undeliverable?
A: No. With the related bell preferences enabled, it can alert you about opens, link clicks, unsubscribes, inbound emails or replies, and video-email engagement. It does not create alerts for accepted, delivered, rejected, failed, bounced or undeliverable, unsent, or spam-complaint statuses. For a reusable BrokerKit bounce list (not a Courted Saved Search), use Advanced Filters → Activity & Engagement → Engagement → Email Bounces, add a Time Period, and click Save Search. You can also review the email status on the contact profile.

Landing Pages

Q: Can I effectively use embed code from YouTube?
A: Yes, you can embed a video from a source such as YouTube directly into your landing page using the Insert/Edit Media page icon in the toolbar. This allows you to effectively include videos for your prospects to view directly from the landing page.

Data & Contacts

Q: Add custom source? A: Admin: Account Settings > Sources > Create New Source. Staff: ask Admin. Guide

Q: How do I email agents in my market but exclude my own franchise?
A: Use Advanced Filters, not Archive. Add Company → does not contain for each MLS name variation—for example, Keller Williams AND KW—then Save Search and use its results for bulk emails or campaigns. Review the results for other local variations.

Q: Can I tag or create groups within my contacts?
A: Yes. Use Labels when you want to manually group specific leads or agents. Use Advanced Filters and save the filter as a Saved Search when you want a group that updates automatically. Saved Searches can combine labels with other criteria, such as contacts not contacted in the last 90 days, contacts with appointments, contacts who clicked links, production range, status, owner, campaign membership, and other activity or engagement fields. See Using Labels to Group your Contacts and Quick Filters, Advanced Filters, and Saved Searches.

Q: Can you email me all the contacts I have in Brokerkit?
A: Brokerkit does not automatically email every contact as an attachment, but you can use Download CSV to have Brokerkit email you a download link. Open Recruiting or Retention, click Search with nothing in the search bar to show everyone, then click Download CSV to the right of the results. Repeat this separately for Recruiting, Retention, and Archived if you need all three lists. The email comes from noreply@u.getbrokerkit.com with the subject [Brokerkit] Exported data. See How can I view all my leads or team members at once?.

Q: I accidentally deleted leads or contacts. Can they be recovered?
A: First check whether the contact is archived rather than deleted. Open Archived, search for the contact, and use Move To > Normal or the Unarchive button on the contact profile. For a Retention contact that is also a user, this can restore a basic Agent role, but it does not automatically restore a previous Admin or Staff role.

If the contact is not visible in Archived, it was likely deleted. Deleted contacts are removed from the BrokerKit UI, but normal contact deletion does not immediately hard-delete them from the database. Say "talk to human" in the support chat or email support@brokerkit.com. Include the contact's name and email, team name, whether it was in Recruiting or Retention, the approximate deletion time, and the role that needs to be restored.

Q: How do I stop contacting a lead, including email or phone calls?
A: Archive the contact instead of deleting them. Open the contact profile and select Move To > Archived or use the Archive button. Archived contacts keep their notes, labels, and history; future MLS/import updates match the archived record instead of adding that person back to Recruiting or Retention. Use this when the record should be retained but excluded from future outreach.

For a Retention contact that is also a user, archiving releases the associated team role and referral-system access. Do not archive someone who still needs Admin or Staff access. If access was lost after archiving or deleting the contact, say "talk to human" so Support can restore the correct role.

Q: What is the meaning of Current Switch Risk?
A: Current Switch Risk is the probability that an agent will switch offices in the next three months. It has 3 levels:

  • Green: The agent is less likely than the average agent to switch offices.

  • Yellow: They are 5 times more likely than the average agent to switch offices in the next 3 months.

  • Red: They are 10 times more likely than the average agent to switch offices in the next 3 months.

Q: Can you search by how long someone has been in the business for?
A: Yes, if you have the Relitix integration enabled. There are two approaches:

  • UI Filters: Go to Recruiting or Retention, click Quick Filters, and use Production Dates > First Transaction At MLS to set a date range. This shows the date of each agent's first MLS transaction, which approximates when they entered the business. Note that Relitix data is accurate to 2011 in most markets.

  • Import Queries: When creating or editing a Relitix import query under Data > MLS Import, use the Maximum Months in MLS condition (e.g., set to 18 for agents with less than 18 months in the business).

Without the Relitix integration, you can filter by Referred Date, but this reflects when a contact was added to your account, not their actual time in the business.

Q: Can I find agents who are at risk of leaving or switching brokerages?
A: With the Relitix integration, use two filters under Production & Performance in Advanced Filters:

  • Current Switch Risk: Predicts the likelihood of switching brokerages in the next three months (Green = low, Yellow = 5x more likely, Red = 10x more likely).

  • Rookie Rating: Predicts probability a newer agent will still be in the business in their fourth year closing more than $3M in volume.

Combine these with Production Dates > First Transaction At MLS to target newer agents who may be at risk. See How to configure the Relitix Integration in Brokerkit for full details.

Q: How does agent production data get into Brokerkit? A: It depends on which MLS agent data source you use. Each source handles production data differently:

If you are an Admin user, open Data → Contact Import to check your data source. Staff, Agent, and Affiliate users cannot access Contact Import; ask an account Admin if you need someone to check it.

Texting

Q: I was able to text before, but now I can't. My account has Verified Texting approved and I have a Brokerkit number. What should I check?
A: Only users with the Admin role can see and manage the Verified Texting tab. Staff users will not see it. If you are a Staff user, say "talk to human" in the support chat and our support team can help complete the verification setup for you.

If you are an Admin, your specific Brokerkit number may not be linked to the approved verified texting use case. This commonly happens after you select a new number, release or replace a number, or add a new Admin/Staff user's number. Go to Phone Number > Register for Verified Texting & Calling > Verified Texting, scroll to Numbers Available For Association, select All Phone Numbers, click Submit (not just Save), and wait about an hour before texting again. See Registering Your Business Profile for Verified Calling and Texting.

Q: When I send a bulk text, does Brokerkit automatically add Reply STOP? What if I texted them 90 days ago or a year ago?
A: Brokerkit evaluates each recipient separately, so a bulk send can look different for different contacts. If the contact texted you first or has ever replied in that conversation, Brokerkit does not add the Profile Friendly Name footer or the "Reply STOP to unsubscribe" line. If it is a cold first message, Brokerkit adds both. If it is a cold follow-up within 30 days after the opt-out line was already sent, Brokerkit adds the Profile Friendly Name footer only. If it is a cold follow-up after 30+ days, Brokerkit re-adds both the footer and "Reply STOP to unsubscribe." There is no 90-day threshold for this footer logic; the cold-outreach cadence is 30 days. The Profile Friendly Name is the sender ID/footer, and Admin users can edit it from Phone Number > Register for Verified Texting & Calling on the Profile Status or Business Profile tab. See Setting Up and Sending Texts and Registering Your Business Profile for Verified Calling and Texting.

Tasks & Templates

Q: Can I add another Task Name besides Follow Up, such as Actual Conversation?
A: Yes. Create a Task Template with the task name you want saved, such as "Actual Conversation." When someone applies the template, Brokerkit can fill in the saved task name, category, description, priority, assignee, and status so they do not have to type the same task name each time. If everyone on the team should use it, an Admin can check Share with team on the template. Due dates and related contacts are still set per task. See Creating, Using, and Managing Templates.

Campaigns

Q: How can I subscribe new contacts to a campaign?
A: You can do it individually or in bulk.

Individually: From the Recruiting or Retention screen, select an agent to open their profile. In the agent profile, go to the Campaign section, select the Smart Campaign you would like to assign to a lead. Next, Select a Start Date for your campaign and click Schedule to save.

In bulk: From the Recruiting or Retention screen, use Quick Filters to narrow your target audience. Next, individually check or Select All the agents you would like to reach, and Brokerkit will display a list of your bulk action options. From here, you can choose to Select All Records on the Page OR All Records in the List. Then, click Smart Campaigns and select Add to Campaign.

Q: My campaign shows 0 subscribed — did I do something wrong?
A: No, 0 subscribed means all contacts have completed the campaign. When you add contacts to a campaign, they start as "subscribed" (actively receiving steps). Once a contact receives every email, text, or task step in the campaign, they move from "subscribed" to "completed." So if you see 0 subscribed and a number under "completed," your campaign ran successfully and all contacts received all the steps. If you see 0 subscribed and 0 completed, no contacts have been added to the campaign yet — you need to subscribe contacts to it first.

Support hours

Q: What are the Brokerkit support hours?
A: Brokerkit provides support 24x7 with our AI enabled support bot and offers live support via email, call or escalation to a human from the support chat Monday-Friday 8 am-5 pm mountain time.

Q: The support link is not working. How can I email support?
A: You can email Brokerkit Support directly at support@brokerkit.com. Include the page or link that is not working and a screenshot if possible.

Q: Is there a way to get unlimited texting capacity?
A: No. Brokerkit text messaging is metered in segments (160 GSM-7 characters / 70 Unicode characters per segment) and every plan has an included monthly segment allowance. If you need more capacity than your plan includes, you can purchase additional segment blocks (1,000 segments for $14.99 each, automatically billed when you exceed your monthly allowance, or 4,000 segments for $49 each on request) or move up to a higher plan tier. See Brokerkit pricing for plan tiers and segment definitions.

Q: Does Brokerkit support saved voicemail drops?
A: Yes. Upload and manage recordings in Settings. After a dialer call connects, select one and start the drop. See Using Saved Voicemail Drops in the Dialer. Q: How many API calls does a Relitix or Courted reconciliation use?
A: A standard monthly Relitix or Courted integration pull uses roughly one API call per agent per active query (agents × queries). A reconciliation uses up to double the agent count, because the BrokerKit team pulls data both ways — Relitix/Courted-side and BrokerKit-side — to compare and reconcile differences. Reconciliations are run on request through Customer Success rather than self-serve. For a scoped estimate before you schedule one, email support@brokerkit.com with the scope (recruiting only, retention only, or both) and the agent count in that scope.