VoiceAI Team Setup

In the event that your VoiceAI Assistant needs to hand off a call, your VoiceAI Teams Settings determine which team receives which calls.

You can configure teams settings on your Voice Hub Page. Click Phone in your AI Portal's left sidebar, then click Voice Hub to access your Voice Hub page. 

 

Navigate to each section of this article with the links below: 

• VoiceHub Teams Overview
• Configure Teams
  • Team Templates
  • Community-Level Teams
• Set Team Routing Plans
• Team Schedule and Points of Contact
• Bulk Schedule Configuration

 

VoiceHub Teams Overview

Teams are groups of people, either onsite or on a centralized team, that can resolve tasks your AI Assistant cannot. Your teams can also handle calls when a caller asks to speak with a live agent.

Assign users and responsibilities to Teams so that your AI can appropriately direct calls. If no team member is available at the time of the call, your AI can take a message and create a follow-up task.

VoiceAI routes calls to teams based on their assigned responsibilities. For example, if the Leasing team is responsible for Applications and a prospect calls to request a change to their application, your AI will route the call to the Leasing team.

If someone calls about a responsibility that is not assigned to any team, and your AI Assistant cannot help, the AI will attempt to match the best existing team to answer the call. You can avoid this scenario by maintaining a robust list of team responsibilities.

Note that a responsibility can only be assigned to one team. EliseAI automatically flags conflicts when you attempt to add responsibilities to multiple teams. 

Resident Product Suite Exclusive Features: 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. Adding other teams: You can also add other teams that reflect how you manage your communities.

 

 

Configure Teams 

By default, EliseAI sets up your communities with Leasing, Resident, and Emergency Maintenance teams. You can add or remove teams to suit your organization's needs. However, you are required to have an Emergency Maintenance Team to give your VoiceAI Assistant an emergency escalation path.

 

Team Templates

You can use team templates to quickly add teams to specific communities. Follow these steps to create new team templates. 

1. Click Overview in the Voice Hub page's left sidebar to view your list of team templates.
2. Click Add Template in the top right corner to add a new team template. 
3. Use the Create Team Template window to name the team template and add responsibilities. You can select existing responsibilities or add your own custom ones.                                                 
4. Optional: Toggle the Default switch at the top to set the template as a default team for all your communities. 
5. Click Create to add the new team template. 

Once you create a team template, it appears in your VoiceHub's Team Templates list. 

Click Apply to Buildings under a template's Actions column to add the team to specific communities. 

Click the Pencil Icon to edit a team template, or the Trash Can Icon to delete a team template. 

 

Community-Level Teams

You can add and edit community-level teams. This allows you to create custom teams that differ from your organization defaults. 

Follow these steps to create community-level teams. 

1. Select a community from the VoiceHub page's left sidebar to view its list of teams.  
2. Select Add Team at the bottom of the page. This opens the Add New Team window. 
3. Create a new team using one of two methods: 
   • Type in a custom team name. This allows you to create a unique team for the specific community. Type in a unique descriptions and add responsibilities. You can choose from existing responsibilities or add your own custom ones.
   • Select a team template from the team name dropdown menu. This autofills the Description and Responsibilities sections. 
4. Click Save to add the new team to your community. This directs you to a page to set a routing plan for your team. See Set Team Routing Plans for detailed instructions. 

Once you create a team, it appears in your community's Teams list. 

Click the link in a team's Responsibilities column to edit the team's name, description, or responsibilities. 

Click the Trash Can Icon on the right of a team's row to delete the team. 

 

Set Team Routing Plans

You must set a Routing Plan for each of your teams. This determines how your assigned team members receive calls or get notified of calls. 

Click the link in a team's Routing Plan column to create or edit the team's routing plan. 

You can select between five routing plan options: 

1. Call Forwarding: Forward the call to a single designated number at a time.
   • If no contact is configured for a specific time frame, the AI takes a message instead.
   • You can use this with VoiceAI Transfer reconnect*, where VoiceAI will reconnect to the call if there's no answer. 
2. Sequential Ring: Used for standard sequential ringing.
   • The AI attempts to call each contact sequentially until someone answers, and does not trigger an escalation.
   • For example: AI calls Jane 3 times from 9-5pm, then Michael 24/7, and finally Sophia 24/7. 
3. Emergency Escalations: Used for emergencies only.
   • VoiceAI attempts to call each contact sequentially until someone answers using either the Live Call or Message Relay escalation procedures.
   • The AI sends a text message with details to anyone that it calls.
4. 24/7 Number: Set one number the AI can call anytime, day or night.
   • You can use this 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.

* Submit a ticket to set this up.

 

Call Forwarding

Select Call Forwarding to forward the call to a single designated number at a time. If no contact is configured for the specific time frame, the AI takes 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, remove the second contact and VoiceAI will simply take a message if nobody picks up the call. 
• Your office will see the prospect’s number when VoiceAI forwards the call.

 

Sequential Ring

If you select Sequential Ring, the AI attempts to call each contact sequentially until someone answers. For example: AI calls Jane 3 times from 9-5pm, then Michael 24/7, and finally Sophia 24/7.

When a contact picks up, they must press 1 to accept the call. 

 

Emergency Escalations

If you select Emergency Escalations, the AI attempts to call each contact sequentially until someone answers; however, the AI also sends a text message to everyone it calls. You must select an emergency escalation approach from the dropdown menu:

1. Live Call escalation keeps the caller on the line.
2. Message Relay escalation notifies the caller that their issue is being escalated immediately and they will receive a response soon, and then the AI ends the call.

When you set this type of Routing, we send a text notification to each team member that misses the call with details of the issue and a way to contact the caller. This ensures your team can address emergencies in a timely manner. 

When someone picks up the escalation call, they can accept, de-escalate, or report the emergency as a known issue. Accepting the issue with Live Call escalation immediately connects the team member with the resident on the line. Accepting the issue with Message Relay escalation provides a summary of the resident's emergency.

See the Escalation Guide article for more details.

 

24/7 Number

Select 24/7 Number to set one number the AI can call anytime, day or night. This option works best if the 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 routing. This enables VoiceAI to triage on your behalf, allowing you to save costs and consolidate. You must remove your phone tree in order to do this. 

 

Do Not Transfer

If you select Do not transfer, VoiceAI does not transfer any calls. Instead, it takes a message and creates a follow up task. 

 

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 your designated contact list even if someone hangs up.

Sequential Ring

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

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

 

 

Team Schedule and Points of Contact

The first three routing plans (all except for 24/7 Number and Do not Transfer) require setting up a schedule with points of contact.

Click the link in a team's Routing Plan column to set this up. 

You can select a previously used schedule in the Schedule dropdown menu. Or, click the plus (+) button to create a new schedule from scratch. This creates a schedule template for future use.

• NOTE: You can sync schedule templates across multiple communities. See the Bulk Schedule Configuration section for details. 

Once you select a schedule, you must set at least one point of contact for the team: 

1. Use the contact dropdown menu to select an existing contact, OR: 
2. Click Create User to create a new contact.
3. Enter the user's Name, Phone Number, and Email (Optional). 
   1. For unnamed points of contact, like Front Desk, you can select options from the Suggested Names dropdown. These options include Leasing Office, Concierge, and Billing Team. 
4. Click Create User to add the user as the team's point of contact. The new contact becomes available on your list of existing users.                                                                                                     
5. Click Add New Row + at the bottom of the window to add additional points of contact, if needed. 
6. Click Save at the bottom of the window to save your team's schedule and points of contact.

You can toggle a team member in a schedule as inactive by toggling the Enabled switch in their Point of Contact box.

Click the Edit button in a Point of Contact box to configure advanced options: 

1. Custom time slots to determine when the AI forwards a call.
2. Number of tries or call attempts before the AI moves on to another contact or takes a message.
3. Retry Delay - delay “X” minutes before attempting to call the contact again.

 

Bulk Schedule Configuration

Bulk Schedule Configuration allows you to use the same team schedule across multiple communities. This feature can help centralized teams stay in sync.

To access Bulk Schedule Configuration, click Overview in the Voice Hub page's left sidebar, then scroll down to the Bulk Schedule Config section. 

The section lists all schedules your organization has previously used for its teams. Each schedule lists its associated community and the number of teams using it. 

Click View Schedule to view a schedule's assigned contacts and time slots. 

Follow these steps to bulk-apply a schedule across multiple communities and teams: 

1. Select a schedule to bulk-apply by clicking its entry. 
2. Click Select Teams on the right. This opens the Select Teams window. 
3. Choose teams to set up with your selected schedule. Then, click OK to close the window. 
4. Select an option in the Bulk Schedule Apply Type menu: 
   • Paste and Sync Changes: Changes to the original schedule automatically sync to your selected team schedules. 
   • Paste and Customize: Changes to the original schedule DO NOT sync to your selected team schedules. 
5. Click Apply Schedule to Teams to bulk-apply the schedule to your selected teams.