February Product Updates: Conversations Metrics, Mobile Redesign, New Fields, and More

February’s product update is here, and we’ve got some exciting improvements to share! We’ve been listening to your feedback and working behind the scenes to make the REW CRM and our platform even better. This upcoming update brings enhancements that will further streamline your workflows, give you deeper insights, and help you get more out of your tools. Let’s explore them!

The REW CRM's February product updates.

The New Conversations Metrics

Not all calls are created equally. That’s why we’ve developed new Conversations metrics in the REW CRM. These metrics track when an agent successfully connects with a lead—not just when they place a call. This helps bridge the gap between call tracking and actual engagement, giving you deeper insights into lead quality and agent performance.

The REW CRM introduces new Conversations metrics for better insights on engagement and performance.

New columns were added to the Leads and Agents Dashboard, including:

• Conversations and Conversation Time- Tracks successful interactions.

• Call Time- Displays total time spent on calls.

• Call Attempts and Call Attempt Time- Tracks how often agents reach out and how much time they spend trying to connect with leads.

• Call Voicemail and Call Voicemail Time- Logs when a voicemail is left and records the duration.

• Wrong Number Call and Wrong Number Call Time- Identifies invalid contact details, helping agents clean up their database and focus on reachable leads.

In Agent View, clicking on Calls will reveal a detailed breakdowns of a specific agent’s call history, including each call’s duration, type, and date.

To log a conversation, simply:

1. Log in to the REW CRM and navigate to Leads.

2. Select a contact and click “Calls” at the top.

3. When the window pops up, select Conversation under “Outcome” if contact was made, or choose Voicemail, Attempted, or Wrong Number if applicable.

4. Click “Log Call”—and you're all set!

Track Referral Fees in Deals

Tracking referral fees is now possible in the REW CRM. This field will allow you to add a referral commission to a buy-side or sell-side deal, which will automatically be excluded from agent and broker commission calculations. The result? More accurate payouts.

You can quickly find referral fees in:

• The Closed Stage tab within a deal.

• On the Deals dashboard columns and card totals, giving you a clear view at a glance.

The referral fee displayed on the Deals dashboard.

Here’s how to log a referral fee:

1. Go to Deals in the REW CRM top menu.

2. Select the Closed stage.

3. Enter the amount in the Referral Fee field and click “Save.”

That’s it! Simple, seamless, and built to keep your numbers in check.

Other Updates You’ll Love

Along with the other product updates mentioned above, we made several improvements to make navigating the REW CRM smoother and more intuitive. These small but impactful changes are designed to save time, and give you more control over your data and communications. 

Here are the other updates you can't miss:

• Mobile Redesign on Leads View– Managing leads on the go just got a whole lot easier. With a refreshed mobile layout, calling, emailing, and texting leads are more seamless than ever. Just go to Lead’s “View” and select “Mobile View” to check it out.

• Log Phone Duration– Even if you make calls outside the dialer, this update enables you to manually log call durations. Just go to a lead’s contact history which is in the same area as the Outcome field, enter the call duration, date, and time, and keep your records accurate.

• Descriptive Tooltips in Deals– We’re added helpful tooltips in Deals View and Deal Forms to clarify key fields, making it easier to enter and understand deal data.

• Global Form Message– A new field on the backend allows you to display a custom message on all your forms. Use this to update Terms of Service or provide consent messaging for compliance. You can find this field by heading to the Leads section in the Settings. 

Best Practices for These Updates

To get the most out of these new features, here are some best practices to keep in mind:

• Log Conversations Consistently- Make it a habit to log Conversations accurately so you can track successful connections and get accurate insights.

• Use Referral Fee Tracking for Accurate Computation- Ensure commissions are calculated correctly by recording referral fees as soon as a deal closes. This keeps financials transparent and prevents miscalculations.

• Take Advantage of Mobile View– When working on the go, switch to Mobile View for quick and easy access to lead details, making calls, and sending messages.

• Keep Call Records Up to Date– If you make calls outside the REW dialer, remember to log the duration and outcome in the lead’s contact history for better insights.

• Leverage the Global Form Message Field– If you need to update Terms of Service or provide consent information, use this new field so every visitor sees the latest details before submitting a form.

Always log calls and conversations on a lead's profile.

Product Update Benefits

These updates are designed to improve efficiency, accuracy, and overall usability in the REW CRM. Here’s how they help:

• More Meaningful Call Tracking– By tracking Conversations separately from call attempts, agents and brokers get a clearer picture on agent performance and lead quality.

• Better Commission Calculations– Adding the referral fee field prevents payout discrepancies, saving time on manual adjustments.

• Improved Mobile Experience– The redesigned lead view ensures a smoother workflow for agents who manage leads from their phones.

• More Accurate Data Hygiene– Features like the wrong-number flagging helps keep lead data clean and actionable.

• More Transparency in Forms– The Global Form Message feature provides an easy way to keep customers informed about important policies.

The REW CRM's redesigned Leads view.

Join Us in the REW Forum

These product enhancements were driven by feedback from team leaders, agents, brokers, and other real estate professionals. We listened and built these updates to help you work more efficiently and get the most out of the REW CRM.

As always, we’d love to hear what you think! Join the discussion in the REW Forum to share your thoughts, ask questions, and connect with other users. Your feedback helps us improve, so don’t hesitate to let us know what’s working and what could be even better!

Join Us In The REW Forum!

February Product Updates FAQ