FAQ Quick Answers
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.
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 someone on an email I send from Brokerkit?
A: It depends on how the email is sent. When you send a one-off individual email from a contact's profile through your
connected Gmail or Microsoft account, you can add CC and BCC recipients using the toggles next to the recipient field.
However, emails sent through Brokerkit's built-in email service provider — including Smart Campaign steps and bulk
emails — do not support CC or BCC; they can only be addressed to the contact. If copying another person matters for your
workflow, send the message as an individual email from the contact profile, or add that address as its own contact.
Q: If I send an email from Brokerkit, where do replies go?
A: Replies come straight back to your own email inbox — the email address you use to log in to and send from in
Brokerkit. Brokerkit sets the reply-to address on every outbound email to your address, so when a recruit or contact
replies, the message arrives in your normal Gmail or Outlook inbox like any other email. Replies are also surfaced
inside Brokerkit on the contact's profile timeline. If you would like Brokerkit to also email you a notification each
time a contact replies, an Admin can enable inbound email notifications under your user role settings.
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 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: Forward emails
A: Need help setting up Brokerkit forwarding in Gmail or Outlook?
Receiving System Emails from BrokerKit
Q: I'm not receiving emails from BrokerKit (agent list download links, system notifications, etc.). Why?
A: The most likely cause is that your email address is on BrokerKit's internal suppression list. This happens if you (or
someone on your team) previously clicked Unsubscribe on a BrokerKit system email sent from noreply@u.getbrokerkit.com.
Once you're on the suppression list, BrokerKit will stop sending you all system emails — including agent list download
links, export notifications, and other account messages.
To fix this, say "talk to human" in the support chat to escalate to our support team. We'll check the suppression list,
remove your email address, and confirm once you're set to receive these emails again.
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: I accidentally deleted leads or contacts. Can they be recovered?
A: If the contacts were archived, open the Archived view, search for the contact, and use Move To > Normal or the
Unarchive button on the contact profile.
If the contacts were deleted, they are removed from the Brokerkit UI, but normal contact deletion does not immediately
hard-delete them from the database. Email support@brokerkit.com or say "talk to human" in the support chat and include
the label, approximate number of contacts, and whether they were in Recruiting or Retention so support can review
restoration.
For contacts who are not a fit, we recommend archiving instead of deleting. Archived contacts keep their notes, labels,
and history, and future MLS/import updates will match the archived record instead of adding that person back to
Recruiting or Retention.
If the deleted contacts were in Retention, mention that in your request. Retention contacts are tied to user access for
the referral system, and deleting or archiving the contact also removes/releases the associated user role. Support can
review whether that user access should be restored too.
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 Show Advanced Options, 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 Insights in the Advanced Search:
- 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:
- Relitix (direct integration): Production data auto-syncs monthly via your import queries. See How to configure the
Relitix Integration.
- Courted (direct integration): Production data auto-syncs monthly via your import queries. See How to configure the
Courted Integration.
- REality (file import): Export agent data from REality using the BrokerKit template and import into Brokerkit using
the Leads Importer. See Importing and Updating Contacts from REality.
- MarketView Broker (file import): Export CSV from MarketView Broker and import into Brokerkit. See Importing from
MarketView Broker.
- BrokerMetrics (file import): Export CSV from BrokerMetrics and import into Brokerkit. See Importing from
BrokerMetrics.
If you are not sure which data source you are using, check your Data page under Contact Import, or ask your account
administrator.
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 the Advanced Search Options 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 voicemail drops or ringless voicemail?
A: No, Brokerkit does not currently offer voicemail drops or ringless voicemail. Outbound calling through the Brokerkit
dialer rings the recipient normally and lets you leave a voicemail manually if they do not pick up. If voicemail drops
are important for your workflow, please open a feature request at ideas.brokerkit.com so the product team can prioritize
them. 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.