Teams are groups of people that handle specific responsibilities. Add your teams, responsibilities, and users so that your AI knows where to route calls if it cannot help with a task or the caller asks to speak with a representative.

VoiceAI will route calls to the appropriate team based on the responsibilities of the team. If there is no team member available at the time of the call, your AI will take a message and create a task for you to follow-up.

For example, if the Leasing team handles Applications and someone is calling to request a change to their application, your AI will know that it should route the call to the Leasing team.

You will need to

1. Review, confirm, and add teams
2. Review, confirm, and add responsibilities
3. Set up a routing plan for each team you confirm

Adding Teams

By default, each building will have the Leasing, Resident, and Emergency Maintenance teams with default responsibilities assigned.

Resident Product Suite Exclusive Features:

1. Adding or removing new responsibilities: You can add or remove any of the responsibilities on a team, which affects who your AI will route calls to.
2. Adding other teams: You can also add other teams that reflect how your properties are managed.

If someone is calling about a responsibility that does not exist on a team, and your AI cannot help, your AI will attempt to match the best existing team to route the call.

Responsibility Conflict Detection:

A responsibility can only be assigned to one team. This is so your AI knows which team to route to. If both teams handle the same responsibility, then the AI will not know which team to route to.

For example, both the Resident Team and the Leasing Team can’t be responsible for “Package and Delivery Issues”.

EliseAI will automatically detect conflicts when you add a team or responsibilities, and you will need to choose which team should be the one handling the responsibility.

Set a Routing Plan for Transfers

After you have added all your relevant teams, you will need to set a routing option. This determines how your assigned team members should be called. You can toggle someone in a schedule as inactive by hitting the “Enabled” button.

Option 1: 24/7 number

This is one number that will be called 24/7.

Example: Emergency Maintenance Answering Service.

Option 2: Office Hours and After Hours (optional)

This is a template schedule of one or two contacts to be called at different hours.

• The first person or number will be called during office hours.
• The second person or number will be called after office hours.
• If you do not have an after hours team, you can simply remove the second contact.

Example: On-site team handling calls during offce hours and an after hours Concierge team or On-site team handling calls during office hours and AI taking a message after hours

Option 3: Custom Time Slots & Backup Phone Numbers

This Resident Voice exclusive option allows you to create a schedule of people that should be called and set custom hours and advanced calling options. This is typically used for emergency situations such as Emergency Maintenance, Lockouts, or Safety Concerns.

See this guide on Common FAQs when setting up an "on-call schedule"

When you set this type of Routing, we will send a text notification to each team member that misses the call with details of the issue and a way to contact the team member. This is to ensure that these types of issues can be addressed in a timely manner.

See: Escalation Guide for more details

Example: On-call emergency maintenance schedule i.e. between 6pm and 9am, call Jane 3 times, then try Michael, and finally call Sophia.

Example Routing

Option 4: Take Message

Your AI will never live transfer when this option is selected. Instead, it will take a message for all responsibilities listed.

Configure Advanced Options

For each schedule, you can configure advanced options by hitting the “pencil” icon next to the contact. See this FAQ guide for on-call schedule set-up.

1. Custom time slots to determine when each person should be called
2. Retries - trying someone “x” times
3. Retry Delay - delay “x” minutes between retrying the same person again
4. Call Delay - delaying “x” minutes between calling the next person