Troubleshooting Issues with RealScout Alert Notifications
Common Issues and Resolutions
1. Contacts Not Receiving Alerts
Problem: A contact may not receive alerts when:
The saved search criteria are conflicting, yielding no results.
The contact has unsubscribed or disabled their listing alerts.
Solution:
Verify that the search criteria are broad enough or specific enough to return results for this type/segment of your leads.
Update parameters, such as the price range or timeframe, as needed.
Check your RealScout notifications (via the bell icon next to your name) to confirm whether the client manually disabled their alert or unsubscribed
2. Contacts Without Alerts Set Up
Problem: "Contacts without alerts" will be in your Awaiting Nurture tab, and refers to accounts where no Alert or Nurture is active yet.
The weekly digest for "Contacts with no alerts set up" is currently listing alert-specific so does not factor in Market Alerts, Auto Nurture, or Home Value Alerts at this time.
Solution: Verify your contact's alert setup in their Email Alerts tab, and then choose one or more of the next steps:
Toggle on Auto Nurture
Add an alert/template
Send a Welcome Email
3. Email Deliverability Problems
Problem: Alerts are not delivered due to email issues such as rejection, bounce, or spam report.
Solutions for bounces:
Email addresses were paused due to timeouts or bounces, can have those errors cleared upon request. This takes manual review to ensure timeouts and normal bounces such as "inbox full" are what is cleared up.
Add or update the email address if this turns out to be an email that cannot receive marketing emails
Examples might be school-owned emails, some business-managed inboxes w/ marketing filters, or even the lead being signed up for too many alerts
Solution for spam: If spam is reported, agents should obtain explicit consent from the client to resume emails (e.g., a direct reply, text message confirmation, or contact with RealScout support).
After consent is confirmed, RealScout can remove the spam, and the agent can resend any missed listings.
4. Normal Timing Delays for Auto Nurture or "Next Day Send" for Templates
Problem: Alerts are delayed when a lead is added and nurtured with a template or Auto Nurture.
Solution: The first Auto Nurture welcome email is queued for the next day after Auto Nurture is started on a lead.
Market Alert templates and Home Value Alerts follow the same approach of being queued for the next day
These alerts can be manually sent from a contact's Email Alerts tab for high-priority, same-day delivery.
Managing Search Results and Criteria
1. Listings Excluded from Alerts
Problem: Some properties do not appear in alerts due to restrictive search filters, like a low maximum price setting.
Solution: Review the search’s filter criteria and adjust as necessary, such as raising the maximum price to include all relevant properties.
2. Contacts Receiving Alerts for Incorrect Areas
Problem: Incorrect search boundaries or filters result in contacts receiving irrelevant listings.
Solution: Edit the saved search to match the lead's needs.
Optional: Set up an AI Search and use Insight mode if setting up a new AI Search for more correct parameters (and delete the previous alert to stop further unwanted alerts.
Handling Nurtured Contacts and Account Limits
Problem: Automated alerts may be paused if the Nurtured Contact limit is exceeded.
Solution: Reduce contacts by archiving some of them or purchase additional Nurtured Contact packs to increase the limit and restore automated alert delivery.
Frequently Asked Questions
Why didn’t my contact receive the on-site listings from earlier this week, in this morning's scheduled email?
If listings are on site prior to the alert’s creation date, they won’t be included in the auto-generated new matches alert.
These "on-market" listings are not hidden, though: your contact will see them in "My Matches" and in the complete list of results.
Send these results manually or wait for new matches to appear.
What happens if a matching listing appears before an alert’s creation?
Listings added before the alert was set up are not automatically sent but can be manually shared by the agent.
Conclusion
Your RealScout Alerts are highly customizable to suit contact preferences. Troubleshooting alert issues may involve verifying email validity, adjusting saved search criteria, and reviewing alert schedules. When in doubt, review the Email Activity & Website Activity tabs to get a detailed recent history.