This guide walks through the steps you'll need to set-up VoiceAI settings.
Step 1: Select a Launch Plan
The first step to setting up VoiceAI is to decide how whether or not you will be publishing the EliseAI Vanity Numbers or forwarding phone traffic from your existing numbers over to EliseAI Vanity Numbers.
1. Publish EliseAI Vanity Numbers
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 Vanity tracking numbers with a number provided by EliseAI.
2. Forward Traffic to Elise
You can also choose to redirect your existing marketing source vanity numbers to the EliseAI number. This means you will be keeping your existing Vanity tracking numbers and forwarding traffic to EliseAI when that number is called. You can choose to recreate your existing IVR tree within EliseAI or have the initial entrypoint be VoiceAI picks up directly.
Which one should I choose?
- If you do not have tracking numbers set-up nor use a third party, we strongly recommend you publish EliseAI Vanity Numbers.
- If you use Yardi, Entrata, or Knock tracking numbers, we still recommend publishing EliseAI Vanity Numbers, but if this is not an option you may forward traffic to Elise.
- Free tracking numbers (up to 20) that come with full reporting capabilities for each marketing source
- All call routing, IVR options, and handling is fully set up within EliseAI
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Step 2: Select how VoiceAI should answer
During office hours, you can choose to have VoiceAI answer first or as overflow if your office misses the call. After hours, VoiceAI will always pick up first.
VoiceAI answers all calls first*
If you have a high missed call rate, we recommend having VoiceAI answer first to help with questions and triage calls as needed. VoiceAI picks up instantly, which means that your call abandonment rate will be almost 0. VoiceAI can route calls based on responsibilities to the teams that you set-up in the “teams” section.
*EliseAI Recommendation
VoiceAI answers when your office misses the call
If you would like your office to have the first chance to answer, VoiceAI can answer as overflow when your office misses a call. If you select this option, then you will also set how long you want the call to ring to your office before VoiceAI answers. 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.
Step 3: Set dial duration (optional, dependent on Step 2)
If you choose to have VoiceAI answer when your leasing office misses the call, you will have to set how long the phone should dial your office first. We recommend no longer than 10s, otherwise your call abandonment rate will increase.
FAQ: Prevent Call Loops
Call loops happen when you forward your leasing office number to the AI. This means when a call is trying to dial your office number, it will loop back to dial the AI. The prospect never ends up reaching your office
Example 1: Loop on the initial call
Example 2: Loop in the transfer
In order to prevent this you CANNOT forward your office number to the AI.
- If you are publishing EliseAI Vanity numbers:
- You do not need to expose your leasing office number anywhere. Callers should always call the EliseAI vanity number first. This means there is no need to redirect your office number to the AI.
- If you are forwarding traffic to EliseAI,
- You need two different numbers. 1) A set of number(s) are listed on your marketing sources as the prospect facing number. 2) A different number that is the direct leasing office number.
EliseAI handles the pickup preference logic, so you don't need to configure any dial office for (x) second settings on your phone provider side.