The words this guide uses, with what each means in SADE CRM. Words in bold inside a definition have their own entry.
A
Access policy
What an organization’s admins may do inside its agencies: Full access (work in the agency’s CRM as its admin), Read-only (look, change nothing) or Reports only (see the numbers, never open the CRM). SADE sets it as part of the contract. See Organizations.
Action plan
A timed list of follow-up steps, such as a call at once and a WhatsApp message two hours later. Started on a client, its steps become tasks for the client’s agent. See Tasks and action plans.
Agency
A company’s account in SADE CRM: a real estate agency or a developer, with its own people, data, plan and settings.
Agency admin
The role that runs an agency’s CRM: its team, settings, lead routing, billing and verification. The person who signs the agency up has it. See Team and roles.
Agent
The role for everyone else in an agency. Agents work on their own leads, clients, listings, viewings and deals, and see no settings.
Answer rate
The share of leads contacted within the agency’s response target, over the last 30 days. See Lead routing.
Appointment
A booked viewing on the calendar, of a listing, a project or a single unit. Its status is Pending, Confirmed, Rescheduled, Cancelled, Completed or No show. See Calendar and viewings.
Assigned agent
The agent responsible for a listing or a client. They see it, get its enquiries by default and are notified about it.
B
Bank transfer
Paying SADE for a plan outside PayPal. SADE records the payment when it arrives and extends the plan. See Plans and billing.
Billing email
The address where SADE sends payment notices. Empty means the agency’s own email.
Building board
A project drawn as buildings, floors and units, with each unit’s status in colour. See The building board.
Buyer payments
The record, per project, of what each buyer owes and has paid, made from the project’s payment plan. See Buyer payments.
C
Claim
Taking a lead from the pond, or a lead offered to you, as your own. The first agent to claim it gets it.
Client
Any person in the agency’s CRM: a lead, a buyer, a tenant or an owner. A lead and a client are the same record. See Clients.
Commission (partner)
A partner agency’s share of a project sale, recorded when the sale reaches contract. It is due, paid or cancelled. See Partners.
Confirmation link
A personal link a client opens after a viewing to confirm they saw the home. The first confirmation and its time are kept as a record.
Contract
An organization’s agreement with SADE: the most agencies, agents and listings it can have, and an end date. It replaces the agencies’ own plans.
CRM language
The language an agency’s CRM starts in for everyone on the team. Each person can switch to another. SADE’s emails and notifications to the agency’s people follow it, the password emails included: Albanian if it is Albanian, English otherwise. Viewing emails are written in all 11 languages. See Agency settings.
D
Deal
An agreement to sell or rent one listing, with its final price, currency, date and status. Its status is Pending, In progress, Approved, Rejected, Cancelled or Completed. A completed deal marks the listing sold or rented. See Deals.
Developer
A company that builds and sells new developments. It signs up as a developer, has the same CRM with Projects at the top of the menu, and always has a plan with projects.
E
Escalation
Telling the agency admins that a new lead is still uncontacted after a set number of minutes. The agency can also have the lead moved to the pond at that moment.
Expired
A published listing taken off the marketplace because nobody confirmed it in time. Confirming it with Still available brings it back at once. See Listing quality.
F
First to claim
A routing choice: a new lead is offered to several agents for a set number of minutes, and the first to claim it gets it. If nobody does, it goes to the pond.
Floor plan
A layout on offer in a project, such as “2+1 A”, with its rooms, area and drawing. See Floor plans and facades.
Free plan
A plan with no end date and small limits. Where SADE offers one, an agency whose paid plan has ended may be moved onto it.
G
Guided tour
The short walkthrough of the dashboard that opens the first time you sign in. Reopen it from the ? icon at the bottom of the menu.
H
Hold
Keeping an available project unit for one client for a set number of hours, 48 by default. See Holds and sales.
I
Imports & feeds
The settings page where the agency admin brings listings in from a spreadsheet or another system’s feed, and sends listings out to other portals. See Imports and feeds.
L
Lead
A person who asked the agency for something, such as information about a listing or a viewing. Every lead is also a client. See Leads.
Lead routing
The agency’s rules that decide which agent gets each new lead, and how fast it must be answered. See Lead routing.
Lender room
A read-only link, with an expiry date, that shows a project’s sales and collection totals to the developer’s bank. See The lender room.
List
A saved filter of clients that updates itself, such as “buyers with no contact for a week”. Lists can be built in, shared with the agency, or personal. See Smart lists.
Listing
A home or commercial space the agency offers for sale or rent. The CRM calls it a property. Its status is Pending, Published, Rejected, Blocked, Sold, Rented or Withdrawn. See Review and publishing.
Listing quality score
A score out of 100 for how complete and up to date a published listing is. Higher scores rank higher on the marketplace.
M
Market
One of the 24 countries SADE works in. Each has its own rules, such as the documents for verification, the currencies listings may use and the energy certificate.
Market prices
Quarterly medians of asking prices per square metre, worked out from the marketplace’s own listings. See Market prices.
Marketplace
SADE’s public property website, sadegre.com, where verified agencies’ published listings and projects appear.
O
Organization
The Enterprise tier: a group of agencies on one contract with SADE, run by organization admins. See Organizations.
Organization admin
The person who runs an organization’s workspace. They belong to no single agency, and may open its agencies as the access policy allows.
Owner
The client who owns a listed home. Every listing added by hand has an owner.
P
Partner
Another agency invited to sell a project on agreed terms: a commission and a period of client protection. See Partners and Selling as a partner.
Payment overdue
The plan status when PayPal couldn’t take a renewal and is trying again. The plan keeps running for up to 7 days after the paid period.
Plan
What an agency pays for: its price, its agent and listing limits, and whether it includes projects. See Plans and billing and the pricing page.
Pond
The shared pool of leads nobody is working yet. Any agent taking new leads can claim one.
Price book
A project’s rules for working out unit prices from a base price per square metre. See Price book.
Project
A new development sold off plan or under construction, with buildings, floor plans and units, shown on the marketplace as one page. Projects come with the Pro plan or with an organization. See Projects overview.
Promotion
A paid place or boost for a listing or a project on the marketplace, for a fixed number of days, in markets where SADE offers them. See Promotions.
Property code
A home’s official number, such as its cadastral number in Albania. Only one agency at a time can list a given code, and it is never shown publicly.
R
Requests to SADE
An agency’s requests to SADE’s moderators about a listing, for example when another agency has listed the same property code.
Response target
How many minutes the agency gives its agents to contact a new lead, set as Contact new leads within in lead routing.
Round robin
A routing choice: new leads go to a rule’s agents in turn.
Routing rule
A set of conditions, such as source, city, property type or price, and who gets the leads that match. Rules are tried from the top down.
S
SADE access
The agency admin’s page that lists every view as agency by SADE’s staff, and every opening by the agency’s organization. See Agency settings.
SADE staff
SADE’s own admins and moderators. They check agencies and listings, and belong to no agency.
Seat
One active agent, counted against the plan’s agent limit. Agency admins don’t take a seat.
Source
Where a client first came from, for example SADE Marketplace or the name of a website form.
Stage
Where a client stands, from Lead to Closed, plus Nurture and Trash.
Still available
The button that confirms a listing is still on the market, and keeps it on the marketplace for another period: 60 days for a sale, 30 for a rental.
T
Taking new leads
An agent’s availability switch at the top of the Leads page. Agents who are away are skipped by lead routing.
Task
A call, WhatsApp message, email, SMS or to-do with a due time, often for a client. See Tasks and action plans.
Template
A ready-made email, WhatsApp message or SMS with placeholders, such as the client’s name, that agents send in a few clicks. See Templates.
Trial
The first 14 days after sign-up, on a paid plan, free of charge.
U
Unit
One flat, shop or other space in a project, with its own code, price and status.
V
Verification
SADE’s check that an agency is a registered business. Until it is verified, none of the agency’s listings or projects are on the marketplace. See Verification.
View as agency
The only way SADE’s staff can look at an agency’s clients, leads and deals: read-only, at most one hour, with a reason the agency reads, logged and notified to the agency admins.
Viewing
A visit by a client to a listing, a project or a unit. On the calendar it is an appointment. In the viewing log it is a record with its outcome and feedback.
Viewing log
The table of past viewings, with their outcome, the client’s feedback and whether the client confirmed the visit. See Calendar and viewings.
W
Waiting list
Clients queued for a project unit that is taken. The first in line is told when it becomes free.
Webhook
An address on your own system that SADE CRM calls when something happens to a client. See API keys and webhooks.
Website form
Your own website’s contact form, connected so that its enquiries arrive in the CRM as leads. See Website forms.
Website widget
One line of code that shows a project’s building and enquiry form on the developer’s own website. See Website widget.
In practice
A buyer fills in the website form on Tirana Living’s site. The lead’s source is the form’s name, and the routing rule for rentals gives it to Erjona by round robin. Erjona is taking new leads, so she gets it, and the clock starts against the agency’s 5-minute response target. She calls, books an appointment, and after the viewing the client opens the confirmation link. Two weeks later the deal is completed and the listing is marked Rented.
Something unclear or missing? Write to [email protected] or call +355 69 808 0118.