Frequently asked questions
Access and accounts
Section titled “Access and accounts”Can I sign up for Formule myself?
Section titled “Can I sign up for Formule myself?”No. Formule is invite only. Agencies are set up by the Formule team, and agents join an agency through its join link.
Can I belong to more than one agency?
Section titled “Can I belong to more than one agency?”Yes. You will get a Select a Company card when you sign in.
Who can change my role?
Section titled “Who can change my role?”Only Formule. Managers can approve agents and assign leads, but who is a manager and who is an agent is set for them.
Can I sign in with a password instead of Google?
Section titled “Can I sign in with a password instead of Google?”Not on the normal sign-in screen. The email-and-password form exists for Formule staff only.
Why can’t I see another agent’s leads?
Section titled “Why can’t I see another agent’s leads?”Because you are an agent. It is not a filter — the data is never sent to your browser.
What is the difference between hiding and deleting?
Section titled “What is the difference between hiding and deleting?”Hiding removes a lead from your view; managers still see it and you can get it back. Deleting is permanent, managers-only, and has no undo.
What happens if I decline a requested lead?
Section titled “What happens if I decline a requested lead?”It returns to the unassigned pool for someone else. Your manager can see it happened.
Can I undo assigning a lead to the wrong agent?
Section titled “Can I undo assigning a lead to the wrong agent?”Yes — assign it to the right one. The lead’s Agent Assignment section keeps the history.
How do I get a lead back from an agent who left?
Section titled “How do I get a lead back from an agent who left?”Open View Leads for them and press Remove All Leads. Everything returns to the unassigned pool.
Why is a lead’s ID prefixed web-?
Section titled “Why is a lead’s ID prefixed web-?”It came from your website rather than an advert. Web-only leads are kept separately and cannot be offered with Request Assignment.
Listings
Section titled “Listings”Why is my listing not public?
Section titled “Why is my listing not public?”It is a Draft. Edit it and turn on Publish immediately.
Which photo becomes the header image?
Section titled “Which photo becomes the header image?”The first one. It is also the picture used in link previews, so choose it deliberately.
Can I import a listing from another site?
Section titled “Can I import a listing from another site?”Yes — Import from Online Listing in the create dialog. Check what it pulls in.
What is the difference between Property Reference and Property Code?
Section titled “What is the difference between Property Reference and Property Code?”Property Reference is your own internal code and affects nothing. Property Code (Lead Mapping) ties incoming leads to the listing — set it to whatever your adverts call the property.
The assistant
Section titled “The assistant”What can it see?
Section titled “What can it see?”Exactly what you can. It runs as you, under the same rules as the app.
Is there a separate bot for my agency?
Section titled “Is there a separate bot for my agency?”No — one Formule bot serves every agency. The link between your Telegram chat and your Formule account is what identifies you.
What happened to the WhatsApp assistant number?
Section titled “What happened to the WhatsApp assistant number?”It was never built and is not planned. WhatsApp is for talking to your clients from inside Formule; the assistant lives in Telegram.
Marketing and billing
Section titled “Marketing and billing”What do credits cost?
Section titled “What do credits cost?”An AI video costs 5 credits, an AI image 1. You get a monthly allowance and can top up.
Why can’t I use AI video?
Section titled “Why can’t I use AI video?”On a personal agency it needs a paid plan. Agency tenants are never gated.
Can I recall an email blast?
Section titled “Can I recall an email blast?”No. Send yourself the test first — that is what Send Test to Me is for.
Reporting
Section titled “Reporting”Where is the reporting?
Section titled “Where is the reporting?”Profile → Office performance. It is not in the menu. Branch managers and super admins only.
Which number should I actually watch?
Section titled “Which number should I actually watch?”Avg Assign Time and % Comments. Lead volume measures your advertising; those two measure your agency.
Can I get the raw data out?
Section titled “Can I get the raw data out?”Yes — the Export menu gives CSVs, including Raw leads.
Is my agency’s data separate from other agencies’?
Section titled “Is my agency’s data separate from other agencies’?”Yes. Separation is enforced in the database itself, not in the interface.
Are the screenshots in this documentation real customer data?
Section titled “Are the screenshots in this documentation real customer data?”No. Every screenshot is captured from an invented agency, Nova Property Group, with synthetic names, properties and numbers.