Overview: What are VoiceAI Teams?

In the event that your VoiceAI Assistant needs to hand-off a call, the teams settings will determine which team receives which calls. Teams are groups of people, either on-site or on a centralized team, who are capable of resolving tasks your AI cannot or if the caller asks to speak with a representative. Assign responsibilities and users to Teams so that your AI can appropriately direct a customer’s call.

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 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 setup with default responsibilities assigned. You can add or remove teams to meet your specific workflow. However, it is required to have an Emergency Maintenance Team so the AI always has an emergency escalation path.

Adding Responsibilities

You can add responsibilities to teams by simply adding responsibilities to the team row. You can choose from existing options or add your own custom responsibilities.

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. We recommend that teams make the responsibilities list robust to avoid miscommunication.

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.

Setting a Routing Plan for Transfers

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

There are five routing plan options: 

1. Forward the call to a single designated number at a time. If no contact is configured for the specific time frame, the AI will take a message instead. This can be used with VoiceAI Transfer reconnect*, where the VoiceAI will reconnect to the call if there's no answer.
2. Sequential Ring: Used for standard sequential ringing. The AI will try each contact in a row until someone answers, and will not trigger the escalation workflow. For example: AI calls Jane 3 times from 9-5pm, then Michael 24/7, and finally Sophia 24/7. 
3. Escalation: Used for emergencies only. AI will try each contact in a row until someone answers using either the Live Call or Message Relay escalation procedures. This will send a text message with details to anyone that we call.
4. 24/7 Number: Set one number the AI can call anytime, day or night. This can be used with VoiceAI Transfer reconnect*, where the VoiceAI will reconnect to the call if there's no answer.
5. Do not transfer: VoiceAI takes a message and creates a follow up task

*Note this will need to be turned on for your properties, please reach out to support to do so.

Call Forwarding

 Forward the call to a single designated number at a time. If no contact is configured for the specific time frame, the AI will take a message instead.

• 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 and the VoiceAI will simply take a message if the call needs to be transferred.
• The office will see the prospect’s number when this call is forwarded.

Sequential Ring

The AI will try each contact in a row until someone answers. For example: AI calls Jane 3 times from 9-5pm, then Michael 24/7, and finally Sophia 24/7.

When someone picks up the escalation call they will have to press 1 to accept the call.

Emergency Escalations

Similar to Sequential Ring, the AI will try each contact in a row until someone answers, however emergency escalations will also text everyone that gets called. You can select an emergency escalation approach from the dropdown menu:

1. Live Call escalation keeps the resident on the line while the AI calls maintenance technicians in the emergency maintenance routing plan.
2. Message Relay escalation notifies the resident that their issue is being escalated immediately and they will receive a text or call back soon, and then the AI ends the call.

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

When someone picks up the escalation call, they will be given the option to accept, de-escalate, or report the emergency as a known issue. Accepting the issue with Live Call escalation will immediately connect the maintenance technician with the resident on the line. Accepting the issue with Message Relay escalation will provide a summary of the resident's emergency.

See: Escalation Guide for more details

24/7 Number

Set one number the AI can call anytime, day or night. This option works best if your number is routed to a call center with a phone tree or an emergency maintenance answering service*.

*We highly recommend that you input your maintenance technicians directly into the schedule using Emergency Escalations since our AI is triaging on your behalf, allowing you to save costs and consolidate. This means removing your phone tree.

Example: Emergency Maintenance Answering Service

Do not transfer

VoiceAI takes a message and creates a follow up task. Your AI will never live transfer when this option is selected. Instead, it will take a message for all responsibilities listed.

Advanced Options

You can toggle someone in a schedule as inactive by hitting the “Enabled” button. For each schedule, you can configure advanced options by hitting the “pencil” icon next to the contact:

1. Custom time slots to determine when each person should be called
2. Number of tries - 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

What's the difference between Sequential Ring and Emergency Escalations?

Escalation

Escalation is designed for emergencies and ensures the call continues even if the caller hangs up.

• Provides options to accept, de-escalate, or report a known issue.
• Supports Live Call (keeps the resident on the line) and Message Relay (notifies them and ends the call).
• Texts all contacted team members – Everyone called receives a text notification.
• Continues calling until someone accepts – The AI keeps dialing through the call tree even if someone hangs up.

Sequential Ring

Sequential Ring dials contacts one by one but stops calling if someone hangs up.

• Plays a simple "Press 1 to connect" message – No additional prompts or options.
• No text notifications – Only the person who answers gets the call.
• Ends when someone hangs up – If the call is declined or disconnected, the AI does not continue calling.