This guide walks through the steps you'll need to get started on VoiceAI.
- Step 1: Determine how you will send calls to EliseAI
- Step 2: Determine what should happen when a call comes through
Step 1: Determine how you will send calls to EliseAI
The first step to setting up VoiceAI is to decide whether or not you will be publishing the EliseAI provided Vanity Numbers or if you will be forwarding phone traffic from your existing numbers over to EliseAI Vanity Numbers.
What are my options?
- Publish EliseAI Vanity Numbers - RECOMMENDED
You can choose to publish EliseAI Vanity Numbers on your Internet Listing Services, Google My Business Source, Property Website, and anywhere else that a prospect might find your building’s number. This means you will be fully replacing your existing numbers with numbers provided by EliseAI.
- Forward Traffic to Corresponding EliseAI Vanity Numbers
You can also choose to redirect your existing marketing source vanity numbers to the corresponding EliseAI numbers. This means you will be keeping your existing Vanity tracking numbers and forwarding traffic to EliseAI when that number is called.
- Forward Traffic to One EliseAI Vanity Number
You can also choose to redirect your existing marketing source vanity numbers to a single EliseAI number. This means you will be keeping your existing Vanity tracking numbers and forwarding traffic to EliseAI when that number is called.
We share marketing source attribution data with Entrata and Knock so this option is available if you will be using the same VoiceAI configuration across all of your marketing sources.
How do I set it up?
- In your AI Portal left-hand navigation panel, click on Phone > Voice Hub
- Select the community you would like to set up on the left-hand side of the Phone settings page and then navigate to the “VoiceAI Settings” module.
- From here you can choose your “Launch Plan”:
- Forward Traffic to Elise
- Publish Elise Number
- If you are forwarding traffic, select the applicable integration. This will determine the personalized onboarding instructions you will be given in order to complete the voice integration.
Successful Implementation Tips:
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Step 2: Determine what should happen when a call comes through
When a call initially comes through you have the option to allow the call to go directly to your VoiceAI assistant or to first route to a phone tree where your call will need to navigate prompts to get to the right place.
What are my options?
- VoiceAI First- RECOMMENDED
For clients on both Leasing and Resident Voice, we recommend streamlining the caller’s experience and letting the VoiceAI handle initial call triage. Faster pick-ups lead to greater caller satisfaction.
- Phone Tree
If you need to route calls to different places within a phone tree, your VoiceAI assistant can accommodate.
If you are only using one Voice product and not the other, ie. Using Leasing Voice, but not Resident Voice, then you should use a phone tree to route calls to the right place.
- Deflect to Text
If you do not want to handle these calls, you can choose to end the call and send the aller a text message follow-up. However, this should only be used for specific actions within the IVR and not the entrypoint.
How do I set it up?
- In your AI Portal left-hand navigation panel, click on Phone > Vanity Numbers Page. Or if you are already in the Voice Hub settings page, you can click on “visit the Vanity Numbers page” from the top right.
- Find the applicable vanity number you would like to update and adjust the “Entrypoint” settings in the “Configuration” section. For a more detailed article on Vanity numbers, see Launch Plan for Vanity Numbers.
- If you select “VoiceAI” then you are all set with the Vanity Number Setup!
- Do not select “call” or “deflect to text” for your entrypoint when you are configuring VoiceAI settings.
Step 3: Who will handle initial call pick-up?
During office hours, you can choose to have VoiceAI answer first or take overflow from your leasing office or Call Center if your office misses the call. After hours, VoiceAI will always pick up first.
What are my options?
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VoiceAI answers all calls first - RECOMMENDED
We recommend having VoiceAI answer first to field questions and triage calls as needed. VoiceAI picks up instantly, which means that your call abandonment rate will be almost 0 and your callers spend less time waiting for a pick-up. If VoiceAI is unable to answer the caller’s question, it will route calls based on the teams/responsibilities and routing plans that you set-up in the “teams” section. This setting allows you to make the most of your VoiceAI assistant.
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Leasing Office is dialed first
If you would like your office to have the first chance to answer, VoiceAI will be there for you as overflow if your office misses a call. Please note that in this option, your AI will not try to transfer the call back to the office since the initial call was missed. This option may lead to higher call abandonment rates given prospects value speed and may hang up if there is long wait time.
If you select this option, then you will need to also configure the following settings
- Leasing Office Number: This number will ONLY be used to initially dial your leasing office. It must be a direct line without any recordings or IVR setup. It is important to note that this number should not be displayed on your marketing sources, otherwise you will be introducing a call loop.
- Dial Duration: The dial duration determines how long you want the call to ring to your office before VoiceAI answers. We recommend no more than 10 seconds to reduce hang-ups.
Connect to Call Dashboard
What does Connect to Call Dashboard do?
When "Connect to Call Dashboard" is selected, incoming calls will ring both your leasing office number AND the available agents you have for the property. This means your agents can answer in either the AI Portal Call Center or their office line. We will also automatically create guest cards for all incoming calls answered on the office line.
Setting Connect to call dashboard as "on" will automatically turn on all users with the leasing agent and community manager role as "active" to receive calls.
Flow for what happens when a call is answered
- When calls are answered on the office line
- We will display a "view live call" pop-up and the agent can click on that the view the guest card of the call they just answered. We will create guest cards for all incoming calls
- When calls are answered in AI Portal Call Center
- The call will pull up the dashboard and guest card automatically
Benefits of Connecting to the Call Dashboard
- Auto guest card creation for all calls
- Multiple options to answer incoming calls
- View live call modal to associate caller with their guest card
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Call Center is checked first
If you are leveraging the EliseAI Call Center, you can first attempt to connect the call to agents via the Call Center. EliseAI will check to see if there are any available agents online and ready to receive calls. If not, the call will go straight to VoiceAI. If there are available agents, Call Center will ring all available agents for 20 seconds. If noone accepts the call, it will go to VoiceAI. For more information about the Call Center, see the Call Center Guide.
How do I set it up?
- In your AI Portal left-hand navigation panel, click on Phone > Voice Hub
- For “Who should pick up first?” select either “VoiceAI”, “Leasing Office”, or “Call Center”
- If “Leasing Office” is selected, also enter the:
- Leasing Office Number: This number will ONLY be used to initially dial your leasing office. It must be a direct line without any recordings or IVR setup. It is important to note that this number should not be displayed on your marketing sources, otherwise you will be introducing a call loop.
- Dial Duration: The dial duration determines how long you want the call to ring to your office before VoiceAI answers. We recommend no more than 10 seconds to reduce hang-ups.