1.1 Glossary of Common Real Estate & Close Master Terms

As you use Close Master and read this manual, certain terms will appear frequently. Here’s a quick reference guide to help you understand the language used within the platform and this guide, with a focus on real estate contexts. Knowing these terms will make following instructions much easier.

A2P 10DLC: Stands for Application-to-Person 10-Digit Long Code. This is a mandatory registration process in the USA if your agency plans to send business text messages (SMS) using a standard local phone number (like your main office line number obtained through Close Master, e.g., +1-555-123-4567). Its purpose is to verify legitimate business messaging and prevent your texts from being marked as spam by mobile carriers. Registration involves verifying your business (Brand) and detailing how you use SMS (Campaign Use Case). Managed in Settings → Phone Numbers → Trust Center. (See Chapter 23.1 for details).
A Record: A technical setting for your website domain name (e.g., youragency.com). It points the main domain name to the specific server hosting your website (identified by an IP address like 192.0.2.1). You or The Close Agency might configure this when connecting your agency domain to Close Master for hosting your website or landing pages. Managed where the domain is registered (e.g., GoDaddy, Cloudflare).
API (Application Programming Interface): A standardized way for different software systems to communicate and exchange data automatically, without manual input. For example, The Close Agency might use APIs to seamlessly connect Close Master to external real estate lead sources (like Zillow Premier Agent or Realtor.com lead delivery) or other tools your agency uses (like accounting software). You generally don't interact directly with APIs as an end-user unless setting up specific integrations yourself (e.g., via Zapier).
API Key: A unique 'password' or code that allows one software application to securely access data or features from another via its API. You generally won't need to handle these directly unless integrating specific third-party tools yourself. Treat API keys like sensitive passwords.
Automations: The process of setting up Close Master to perform tasks automatically based on predefined triggers and rules, saving you time and ensuring consistency. The main tool for this is Workflows (see Chapter 10). Examples include automatically sending welcome texts to new leads or creating follow-up tasks for agents.
Bulk Actions: Performing the same task on a large group of contacts or records simultaneously. This is incredibly useful for efficiency. Examples include sending a market update email to all past clients tagged Sphere, adding the Hot Buyer tag to selected leads from an open house import, or adding a list of contacts to a specific automated follow-up Workflow. Performed from the Contacts list screen after selecting multiple records. (See Chapter 3.7).
Calendar: The powerful scheduling tool within Close Master used for creating online booking pages. Essential for allowing leads and clients to self-schedule property showings, listing consultations, buyer consultations, introductory calls, or other appointments directly into your (or your agents') available time slots. Replaces the need for external tools like Calendly. Setup in Settings → Calendars; viewed and managed daily in the main Calendars section. (See Chapter 22.8 and 8.2).
- Appointments Per Day/Slot: Calendar setting limiting how many bookings are accepted per day or per specific time slot (useful for group events like first-time homebuyer seminars or limiting daily showing load).
- Buffer Duration: Calendar setting to automatically block time before and/or after appointments for travel, preparation, or debriefing.
- Minimum Scheduling Notice: Calendar setting preventing last-minute bookings (e.g., require 12 hours notice for showing requests, preventing same-day surprises).
- Slot Duration/Interval: Calendar settings defining the length of appointments (e.g., 60 minutes) and the start times offered (e.g., every hour on the hour).
Chat Widget: A small customizable chat bubble you can add to your agency website (whether built in Close Master or externally). It allows website visitors to instantly ask questions or leave their contact info, capturing leads directly into the Conversations inbox within Close Master, even if you're not available for live chat. Managed in Sites → Chat Widget. (See Chapter 2.4 / 9.15).
CNAME Record: Another type of technical domain setting (Canonical Name). It's often used to point subdomains (like search.youragency.com for an IDX search or blog.youragency.com for your blog) to the server hosting that specific content within Close Master, or to verify domain ownership for services like email sending domains. Configured at your domain registrar.
Contact: The fundamental record type in Close Master's CRM. Represents a single individual person – a buyer lead, seller lead, past client, current client, sphere of influence contact, vendor, cooperating agent, potential recruit, etc. This record stores all their details (name, email, phone, address), communication history, linked deals (Opportunities), tasks, notes, tags, custom field data, and more. The foundation of the system. Managed in the main Contacts section. (See Chapter 3).
Conversations: Your unified communications inbox within Close Master. This powerful feature aggregates messages from multiple channels – SMS texts, emails, Facebook Page DMs, Instagram Business DMs, Google Business Profile messages, website chats, and potentially WhatsApp – all organized by Contact into single conversation threads. Allows you and your team to see the entire communication history and reply directly from one place. Accessed via the Conversations section in the left menu. (See Chapter 8.1).
CRM (Customer Relationship Management): The overall system and strategy for managing your agency's relationships and interactions with current and potential clients. Close Master's Contacts section, combined with Opportunities, Tasks, Notes, Tags, and Custom Fields, provides a robust CRM specifically tailored for the needs of real estate professionals, helping you track leads, manage deals, and nurture relationships effectively.
CSS (Cascading Style Sheets): The code language used to control the visual appearance (colors, fonts, layout, spacing) of web pages. While Close Master's builders (Website, Funnel, Email) offer visual styling tools, you can sometimes add custom CSS snippets for advanced branding tweaks or specific layout adjustments if needed. Managed via Custom CSS fields in builders or Settings.
CSV (Comma-Separated Values): A simple spreadsheet file format (.csv) used for importing lists of contacts (e.g., exporting past clients from another system, uploading an open house sign-in sheet) into Close Master or exporting contact data out of Close Master. Requires specific formatting. Handled via Contacts → Import Contacts. (See Chapter 2.13 / 3.8).
Custom Fields: Data fields you create to store specific information relevant to your real estate business needs, going beyond the standard built-in fields (like Name, Email, Phone). Examples are crucial for real estate: Property Type Interest (Dropdown: Condo, Single Family, Townhouse), Timeframe to Buy/Sell (Date or Dropdown), Listing Status (Dropdown: Active, Pending, Sold), Number of Bedrooms Required (Number), Pre-Approved? (Checkbox/Radio), Lead Source (Dropdown), Asking Price (Monetary). These fields are essential for segmenting your contacts, personalizing communication, and triggering targeted automations. Managed in Settings → Custom Fields. (See Chapter 3.12 / 22.9).
Custom Values: Global placeholders or shortcuts representing pieces of information you use frequently across the platform. Think of them as reusable snippets. Examples: Your main office phone number ({{custom_values.office_phone}}), link to your main showing request calendar ({{custom_values.showing_calendar_link}}), name of your brokerage ({{custom_values.brokerage_name}}), agent license number ({{custom_values.agent_license}}), standard email disclaimer text. You define these once in Settings → Custom Values, and then insert the placeholder (using the { } merge field picker) into emails, texts, website pages, or workflow messages. If the underlying value needs updating (e.g., office phone changes), you update it once in Settings, and it automatically updates everywhere the placeholder is used. (See Chapter 3.12 / 22.10).
Dashboard: Your main overview screen immediately after logging into Close Master. It displays customizable widgets summarizing key real estate metrics like new leads generated, appointments booked, potential commission value in your pipeline, tasks due, lead source performance, etc. Provides a quick snapshot of your agency's activity and health. Accessed via Dashboard in the left menu. (See Chapter 1.8).
DKIM (Domain Keys Identified Mail): An email security standard that adds a digital signature to your outgoing emails, verifying that they genuinely originated from your authorized sending domain. Setting this up (via a DNS TXT record) is crucial for email deliverability and preventing spoofing. Part of setting up a Dedicated Sending Domain in Settings → Email Services. (See Chapter 6.4 / 22.6).
DMARC (Domain-based Message Authentication, Reporting & Conformance): An email security policy (defined by a DNS TXT record) that tells receiving email servers how to handle emails claiming to be from your domain if they fail SPF or DKIM checks (e.g., quarantine or reject them). Helps protect your domain's reputation. Required for bulk senders by major providers like Google/Yahoo, highly recommended for all business email. Setup via DNS record, ideally after SPF/DKIM are correctly configured. Start with a p=none policy. (See Chapter 6.4).
DNS (Domain Name System): The internet's directory service that translates human-readable domain names (like www.youragency.com) into the numerical IP addresses that servers use to locate each other. DNS settings are managed at your domain registrar (the company where you bought your domain name, e.g., GoDaddy, Namecheap, Cloudflare). You'll interact with DNS records (like A, CNAME, MX, TXT) when connecting your agency domain to Close Master for websites/funnels or setting up authenticated email sending.
Domains: Your agency's website address(es) (e.g., youragency.com, listings.youragency.com). You connect your domains in Settings → Domains to use Close Master for hosting your agency website, landing pages (like for specific listings), or lead generation funnels (like home valuation tools). (See Chapter 9 / 22.7).
Form: Online forms created within Close Master to capture lead information from your website or landing pages. Examples are essential for real estate: "Free Home Valuation Request," "Contact Us," "Buyer Inquiry," "Schedule a Showing Request," "Open House Sign-In." Submissions automatically create or update Contact records and can trigger automated follow-up Workflows. Built and managed in Sites → Forms. (See Chapter 2.2).
- Sticky Contact: A form setting that attempts to pre-fill known information (like name/email) for returning visitors based on browser cookies, making it easier for them to submit subsequent forms.
Funnel: A specific sequence of connected web pages designed to guide a visitor towards a single, focused marketing goal, minimizing distractions. Unlike a full website with broad navigation, a funnel typically has a linear path. Real estate examples: Seller Lead Funnel (Ad → Landing Page offering valuation → Form → Thank You Page with calendar link), Listing Promotion Funnel (Social Post → Single Property Page → Inquiry Form → Confirmation). Built and managed in Sites → Funnels. (See Chapter 9.1).
GMB/GBP (Google Business Profile): Your agency's official listing on Google Search and Google Maps. Integrating your GMB profile with Close Master (in Settings → Integrations) allows you to manage reviews (see/reply) and handle incoming messages directly within the Conversations inbox. Crucial for local SEO and reputation management.
HTML (HyperText Markup Language): The standard code language used to structure the content of web pages (headings, paragraphs, images, links, etc.). While Close Master's visual builders handle most of this behind the scenes, a basic understanding can be helpful if you need to embed custom code (like an IDX widget or virtual tour) using the Custom HTML/JS element.
HTTPS (HyperText Transfer Protocol Secure): The secure, encrypted version of the standard web protocol (indicated by https:// and a padlock icon in the browser). Ensures data transmitted between the visitor's browser and your website server is protected. Close Master automatically provisions SSL certificates to enable HTTPS for domains properly connected in Settings → Domains.
IFrame (Inline Frame): An HTML element (</code>) used to embed content from another website directly within your <code>Close Master</code> page. Useful for embedding things like interactive maps, virtual property tours (<code>Matterport</code>), or mortgage calculators provided by third-party services. Use the <code>Custom HTML/JS</code> element to add iframe code.</li> <li><code>IVR</code> (Interactive Voice Response): An automated phone menu system ("Press 1 for Sales, Press 2 for Property Management..."). You can build basic <code>IVR</code> menus using <code>Workflows</code> triggered by incoming calls, directing callers based on their keypad input using the <code>IVR</code> workflow action.</li> <li><code>Launchpad</code>: An initial setup checklist area typically found in the left menu when you first access your <code>Close Master</code> account. It guides you through essential starting steps like connecting your Google and Facebook accounts, downloading the mobile app, and setting up your first phone number. Useful for orientation but less relevant after initial setup. (See Chapter 1.7).</li> <li><code>Lead</code>: A potential client (buyer, seller, renter, investor) who has shown interest in your agency's services (e.g., by submitting a form, calling, clicking an ad) but has not yet signed a representation agreement or closed a transaction. In <code>Close Master</code>, leads are managed as <code>Contact</code> records, often with specific tags (e.g., <code>Buyer Lead</code>, <code>Seller Lead</code>) and potentially linked to an <code>Opportunity</code> in a pipeline.</li> <li><code>LC Email</code>: Refers to <code>Close Master</code>'s built-in email sending system, provided via the "<code>LeadConnector</code>" infrastructure. This is the default and recommended email service. For best deliverability, it should be used with a <code>Dedicated Sending Domain</code> configured in <code>Settings</code> → <code>Email Services</code>. (See Chapter 6.1 / 22.6).</li> <li><code>LC Phone</code>: Refers to <code>Close Master</code>'s built-in phone system for making/receiving calls and sending/receiving <code>SMS</code>/<code>MMS</code> messages, provided via the "<code>LeadConnector</code>" infrastructure (using <code>Twilio</code> behind the scenes). Requires purchasing phone numbers and completing compliance registrations (<code>A2P 10DLC</code>, <code>Toll-Free Verification</code>) in <code>Settings</code> → <code>Phone Numbers</code>. Usage is typically billed against your account Wallet. (See Chapter 7).</li> <li><code>Opportunities</code>: Records representing specific potential deals or transactions your agency is working on. Examples: "<code>123 Main St - Listing Agreement</code>," "<code>Buyer Rep - Jane Doe</code>," "<code>456 Oak Ave - Transaction</code>." These are tracked visually as cards on a <code>Pipeline</code> board, moving through different <code>Stages</code> as the deal progresses. Each <code>Opportunity</code> is linked to a <code>Contact</code> record and typically includes a potential value (e.g., estimated commission). Managed in the main <code>Opportunities</code> section. (See Chapter 5).</li> <li><code>Pipeline</code>: A visual board (often called a Kanban board) within the <code>Opportunities</code> section used to track the progress of deals through predefined <code>Stages</code>. You can create multiple pipelines to represent different processes, such as your standard Seller Listing Process or Buyer Representation Process. Essential for managing workflow, forecasting revenue, and identifying bottlenecks. Setup in <code>Settings</code> → <code>Pipelines</code>. (See Chapter 5.1 / 22.3).</li> <li><code>Reputation</code>: Your agency's online reputation as perceived through client reviews on platforms like Google, Facebook, Zillow, etc. <code>Close Master</code> includes tools to monitor reviews from connected sources, respond to them, and request new reviews from satisfied clients. Managed in the main <code>Reputation</code> section. (See Chapter 8.3 / 15.3).</li> <li><code>RSS Feed</code> (Really Simple Syndication): A web feed format used to publish frequently updated works—such as blog entries, news headlines, audio, and video—in a standardized format. You can use the <code>RSS feed</code> URL from your <code>Close Master</code> <code>Blog</code> (or an external blog) to automatically generate email newsletters or social media posts announcing new content using specific <code>Campaign</code> or <code>Social Planner</code> features.</li> <li><code>Settings</code>: The main administrative control center for your entire <code>Close Master</code> account (<code>sub-account</code>). Accessed via the gear icon (usually bottom left). This is where you configure core functionality like your <code>Business Profile</code>, <code>Phone Numbers</code> (including compliance), <code>Email Services</code> (sending domain), connected <code>Domains</code>, <code>Calendars</code>, <code>Custom Fields</code>, <code>Custom Values</code>, <code>Tags</code>, <code>Integrations</code> (Google, Facebook, Payment Gateways), Team Member access (<code>My Staff</code>), Your own profile (<code>My Profile</code>), and more. (See Chapter 22).</li> <li><code>Smart Lists</code>: Dynamic, saved filter views within the <code>Contacts</code> section. Instead of manually applying the same complex filters repeatedly, you save the filter criteria as a <code>Smart List</code> (e.g., "<code>Hot Buyer Leads Not Contacted in 7 Days</code>," "<code>Past Clients in Zip Code 90210 Interested in Condos</code>"). The list automatically updates to show contacts who currently match the criteria. Extremely useful for targeted bulk actions and reporting. Created and accessed in <code>Contacts</code>. (See Chapter 3.6).</li> <li><code>SMTP</code> (Simple Mail Transfer Protocol): The standard technical protocol for sending emails over the internet. <code>Close Master</code> uses <code>SMTP</code> services (like <code>LC Email</code> or potentially connections to external providers like <code>Mailgun</code>/<code>SendGrid</code>) to send the emails you compose or automate.</li> <li><code>Snapshot</code>: A pre-configured template or "blueprint" of a <code>Close Master</code> account setup, potentially created by <code>The Close Agency</code> and loaded into your account when it was first created. It might contain example <code>Workflows</code>, <code>Funnels</code>, <code>Forms</code>, <code>Pipelines</code>, <code>Custom Fields</code>, <code>Tags</code>, etc., specifically designed as a "<code>Real Estate Starter Kit</code>." CRUCIAL: <code>Snapshots</code> provide a head start but MUST be thoroughly reviewed and customized by you to fit your specific agency's branding, processes, links, and team members before being used live. (See Chapter 1.4).</li> <li><code>SPF</code> (Sender Policy Framework): An email authentication method (using a <code>DNS</code> <code>TXT</code> record) that specifies which mail servers are authorized to send email on behalf of your domain. Helps prevent spammers from spoofing your "From" address. Essential for email deliverability. Part of setting up a <code>Dedicated Sending Domain</code> in <code>Settings</code> → <code>Email Services</code>. (See Chapter 6.4 / 22.6).</li> <li><code>SSL</code> (Secure Sockets Layer): The standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browser remain private and integral. <code>SSL</code> enables the use of <code>HTTPS</code>. <code>Close Master</code> automatically provides <code>SSL</code> certificates for domains connected correctly.</li> <li><code>Stages</code>: The individual columns within a <code>Pipeline</code> board in the <code>Opportunities</code> section. Each stage represents a distinct step in your sales or transaction process (e.g., <code>New Seller Lead</code>, <code>Listing Appointment Set</code>, <code>Active Listing</code>, <code>Offer Accepted</code>, <code>Under Contract</code>, <code>Closed</code>). <code>Opportunity</code> cards are moved between these stages. Defined in <code>Settings</code> → <code>Pipelines</code>. (See Chapter 5.2 / 22.3).</li> <li><code>Sub-Account</code>: This refers to your specific, private workspace within the overall <code>Close Master</code> platform provided by <code>The Close Agency</code>. It contains all your agency's data (contacts, deals, messages, settings) and is where you and your team log in and work. This entire Reference Manual focuses on using the features within your <code>sub-account</code>.</li> <li><code>Survey</code>: A multi-step questionnaire format created in <code>Close Master</code>. Excellent for detailed lead qualification (asking progressively deeper questions about buyer needs or seller motivations), collecting client feedback after closing, or creating interactive quizzes (e.g., "<code>Find Your Ideal Neighborhood</code>"). Can use conditional logic to show different questions based on previous answers. Built and managed in <code>Sites</code> → <code>Surveys</code>. (See Chapter 2.3).</li> <li><code>Tags</code>: Simple, flexible labels or keywords you can apply to <code>Contact</code> records for organization, segmentation, and automation triggers. A contact can have multiple tags. Examples: <code>Buyer</code>, <code>Seller</code>, <code>Sphere</code>, <code>Hot Lead</code>, <code>Past Client 2023</code>, <code>Source: Zillow</code>, <code>Interest: Condo</code>, <code>Event: Open House Attendee</code>. Used heavily for filtering contacts (<code>Smart Lists</code>) and triggering or guiding <code>Workflows</code>. Managed in <code>Settings</code> → <code>Tags</code> or applied directly on <code>Contact</code> records / via <code>Bulk Actions</code> / via <code>Workflows</code>. (See Chapter 3.5 / 22.11).</li> <li><code>Tasks</code>: Specific to-do items or action reminders assigned to users (agents, admins) within <code>Close Master</code>. Tasks often relate to a specific <code>Contact</code> or <code>Opportunity</code> (e.g., "<code>Follow up with Seller Lead John Doe</code>," "<code>Schedule Showing for Buyer Jane Smith</code>," "<code>Submit Offer Paperwork for 123 Main St</code>"). They have due dates and completion status. Managed globally in <code>Contacts</code> → <code>Tasks</code> or individually on <code>Contact</code>/<code>Opportunity</code> records. (See Chapter 3.10).</li> <li><code>Team</code>: The users (agents, admins, assistants) you add to your <code>Close Master</code> <code>sub-account</code>, each with their own login and potentially specific permissions defining what they can see and do. Managed in <code>Settings</code> → <code>My Staff</code>. (See Chapter 21.1).</li> <li><code>Templates</code>: Reusable designs, structures, or content snippets used to save time and ensure consistency. <code>Close Master</code> offers templates for various features: <code>Email Templates</code> (visual designs), <code>SMS Templates/Snippets</code> (saved text messages), <code>Website/Funnel Page Templates</code> (layouts), <code>Workflow Recipes</code> (pre-built automation flows), <code>Form/Survey Templates</code>. Always customize templates provided in <code>Snapshots</code>!</li> <li><code>Trigger Links</code>: Special trackable links you can create (in <code>Marketing</code> → <code>Trigger Links</code>) and use in your emails or <code>SMS</code> messages. When a contact clicks one of these specific links (e.g., a link to view a featured listing), it can be used as a <code>Trigger</code> to start an automated <code>Workflow</code> (e.g., notify the listing agent, add a tag <code>Clicked Listing 123 Main</code>).</li> <li><code>UI</code> (User Interface): The visual appearance, layout, and interactive elements of the <code>Close Master</code> software as you see it on your screen (buttons, menus, fields, etc.).</li> <li><code>URL</code> (Uniform Resource Locator): A web address used to locate a resource on the internet (e.g., <code>https://www.youragency.com/contact-us</code>).</li> <li><code>User</code>: An individual person (like you, one of your agents, or an admin staff member) who has a unique login (email and password) to access your agency's <code>Close Master</code> <code>sub-account</code>. User permissions determine what features they can access. Managed in <code>Settings</code> → <code>My Staff</code>.</li> <li><code>UTM Parameters</code>: Tracking codes added to the end of <code>URLs</code> in your marketing campaigns (like in links from Facebook Ads, email newsletters, or partner websites) to identify where traffic and leads are coming from. Examples: <code>?utm_source=facebook&utm_medium=cpc&utm_campaign=spring_listing_promo</code>. <code>Close Master</code>'s <code>Reporting</code> section uses these parameters to show which marketing sources are driving results (<code>Contacts</code>, <code>Opportunities</code>, Revenue). Crucial for measuring ROI. (See Chapter 16.2 / 16.5).</li> <li><code>Webhook</code>: An automated way for different software applications to send real-time data to each other when a specific event happens. For example, an external lead portal might send new lead data to a <code>Close Master</code> webhook <code>URL</code>, which triggers a <code>Workflow</code>. <code>Close Master</code> can also send data out via webhooks (using a <code>Workflow</code> action) to other systems. Often used for advanced integrations, potentially configured by <code>The Close Agency</code>.</li> <li><code>Website</code>: Your main agency or agent website, potentially built and hosted using <code>Close Master</code>'s integrated website builder. Typically includes multiple pages (<code>Home</code>, <code>About</code>, <code>Listings</code>, <code>Blog</code>, <code>Contact</code>) connected by navigation menus. Managed in <code>Sites</code> → <code>Websites</code>. (See Chapter 9.1).</li> <li><code>Workflow</code>: The core automation engine in <code>Close Master</code>. Allows you to build automated sequences of actions based on specific <code>Triggers</code> (events like a form submission, tag added, appointment booked, deal stage changed) and <code>Actions</code> (like sending emails/<code>SMS</code>, waiting, adding tags, creating tasks, updating opportunities). Essential for lead nurturing, task management, appointment reminders, and streamlining repetitive processes in your real estate business. Managed in the main <code>Automations</code> section. (See Chapter 10).</li> </ul> </article>  <nav class="page-navigation" aria-label="Article Navigation"> <div class="nav-prev"> <a href="/chapter-1-getting-started/" rel="prev">Previous: Chapter 1 Index</a> </div> <div class="nav-next"> <a href="/chapter-1-getting-started/1-2-what-is-close-master/" rel="next">Next: 1.2 What is Close Master?</a> </div> </nav> </main>  </div>    <script src="/assets/js/main.js"></script> </body> </html>