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
- Review, confirm, and add teams
- Review, confirm, and add responsibilities
- Set up a routing plan for each team you confirm
1. 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.
Resident Product Suite Exclusive Features:
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2. 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.
3. 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 4 routing plan options:
- 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.
- Escalation i.e. Sequential Ring: 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.
- 24/7 Number: Set one number the AI can call anytime, day or night.
- Do not transfer: VoiceAI takes a message and creates a follow up task.uting plan options:
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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.
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Escalation i.e. Sequential Ring
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 be given the option to accept the call or decline. If no one picks up the call, a text message will be sent to each contact.
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.
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.
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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.
Example: Emergency Maintenance Answering Service
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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:
- Custom time slots to determine when each person should be called
- Number of tries - trying someone “x” times
- Retry Delay - delay “x” minutes between retrying the same person again
- Call Delay - delaying “x” minutes between calling the next person