Getting Started with VoiceAI

VoiceAI is a sophisticated conversational AI assistant that can handle most of your leasing and resident calls. It uses natural, conversational language, so calls won't feel robotic or forced.

VoiceAI comes bundled with ResidentAI products (Renewals, Maintenance, and Delinquency). We offer VoiceAI as a separate add-on for LeasingAI. 

📞 How Does VoiceAI Work?

Overview

Your VoiceAI Assistant responds to callers using property data pulled from your PMS, CRM, and Knowledge Base. This ensures that prospects and residents receive the most up-to-date information.

You can set your VoiceAI to pick up incoming calls on the first ring or to manage overflow calls when your team is unavailable. We recommend setting your VoiceAI to pick up on the first ring for the best caller experience and to reduce the call volume for your team.

Your Leasing VoiceAI assistant proactively guides prospects through the funnel, responding to all inquiries to boost engagement and conversions.   

Your Resident VoiceAI assistant can answer questions about maintenance, renewals, and delinquency, ensuring your residents promptly receive the information they need. 

If your VoiceAI Assistant cannot handle a question or request, or if a caller asks to speak to a live agent, the Assistant hands off the call to the designated team or user.

Key Features

Your VoiceAI Assistant can speak 34 languages, including English, Spanish, German, Polish, Italian, French, and Portuguese! CLICK HERE to view the full list of spoken languages.

We include an integrated Call Center with VoiceAI. This allows your team to manage incoming calls directly within the EliseAI Portal. See the Call Center Guide for details and setup instructions.

VoiceAI conversations now feature subtle background ambience, recreating the atmosphere of a leasing office. This creates a more natural experience for your callers. 

VoiceAI can identify spam/robocalls and ensure they are not created as Leasing leads. 

EliseAI has introduced several key enhancements to our VoiceAI models. See the VoiceAI Enhancements section for details.

🚀 Onboarding and Settings

VoiceAI requires your organization to use at least one LeasingAI or ResidentAI product. See Getting Started with EliseAI for details on the general onboarding process.

Once you launch LeasingAI or ResidentAI, you can set up VoiceAI.

1. Initial Setup: Configure how VoiceAI picks up and transfers calls. 
   • See VoiceAI Initial Set Up and Settings for instructions.
2. Vanity Number Setup: Use EliseAI Vanity Numbers (recommended), or migrate your existing numbers.
   • See Launch Plan for Vanity Numbers for instructions.
   • See the Phone Porting article for information on our phone porting option.
3. Team Setup: Set up schedules and responsibilities for VoiceAI user groups. VoiceAI uses this information to transfer calls to the right agent at the right time. 
   • See VoiceAI Team Setup for instructions.
   • See Manage Shift Rotations for instructions on setting up shifts for emergency maintenance.
4. Call Center Setup: Assign users to call center and enable inbound calls.
   • See the EliseAI Call Center Guide for instructions.

💡 Training Resources

Please ensure that team members using VoiceAI + Call Center complete the EliseAI Call Center + VoiceAI Training

Visit the EliseAI Learning Center for more training courses on our products.

📊 VoiceAI Reporting

EliseAI Reporting offers a wide variety of VoiceAI, Call Center, and Agent performance metrics.  

• The Phone Reporting Dashboard tracks calls managed by VoiceAI, transfer metrics, and caller engagement rates.
  • See Understanding Phone Reporting in AI Portal for details.
• Call Center Reporting tracks call center activity and agent performance.

  • See Understanding Your Agent Reporting Dashboard for details.

     

🏡 Building Group Number

EliseAI now offers a building group number for community groups using VoiceAI.

We automatically include this feature for community groups using Central Agent. Please submit a ticket to enable this feature for groups that are not on Central Agent.

• When a prospect or resident calls the building group number, your AI Assistant asks what property they are calling about.
• The AI routes the caller to the correct property based on the stated building name or address. 
• If the AI fails to transfer the call after 2–3 attempts, it routes the caller to your standard leasing office number. 

With this setup:

• Prospects can easily connect with the properties they are interested in.
• Our system can match unverified residents to their guest cards.

⚡ VoiceAI Enhancements

As of November 2025, EliseAI has introduced several enhancements to our VoiceAI models. We designed these features to give your callers the best possible experience.

Shorter Responses

VoiceAI gives more concise responses using progressive disclosure. 

Instead of giving long-winded answers to simple questions (i.e., a full list of amenities), VoiceAI shares several key details then offers more information if needed. 

Improved Transfers

VoiceAI completes faster transfers when it hands off a conversation. For instance: 

1. A prospect asks about their application and requires a transfer to your leasing team.
2. A resident calls a leasing number and requires a transfer to your resident team.

When a caller explains their issue and then asks for a transfer, VoiceAI now transfers the call immediately.

• VoiceAI no longer loses context and asks unneeded follow-up questions.
• Instead, the AI remembers the caller’s issue and transfers to the designated team or contact.

Reduced Latency

EliseAI has greatly reduced latency on calls. Latency is the pause between a caller's spoken request and VoiceAI's response. Your prospects and residents will spend much less time waiting for answers.

This update includes a prefix-caching algorithm. This allows the AI to respond immediately while generating the rest of the response. Pre-generated phrases include: 

• "Great, I can walk you through..."  
• "To assist you further, could you..."
• "Just to clarify, are you asking..."

Voice Localization

When prospects or residents call your organization, they will now hear an AI voice based on the associated property region. For instance, prospects calling a property in Texas will hear a voice with a southern dialect. 

This update improves recognition, reduces friction for residents, and strengthens overall engagement.

• See our Voice Localization article for more information.

Background Ambience

VoiceAI conversations now feature subtle background ambience, recreating the atmosphere of a leasing office. This creates a more natural experience for your callers. 

Please submit a ticket if you would like to disable background ambience in VoiceAI conversations.

📖 Frequently Asked Questions

Can VoiceAI handle after-hours calls?

Yes, VoiceAI can answer calls 24 hours a day, 7 days a week. This allows your organization to address prospect and resident questions when no team members are available. 

Your Voice Team Settings determine if after-hours calls are routed to VoiceAI or a live team member.

Can VoiceAI transfer calls to a live agent?

Yes. If a caller needs to speak with someone, VoiceAI can transfer the call to the office or the EliseAI call center, depending on how the property is configured. 

If a transfer fails, VoiceAI can reconnect to the call and continue the conversation. See Transfer Fallback Options for more information.

How does VoiceAI learn about my organization's properties?

VoiceAI sources data from your PMS, CRM, and Knowledge Base. 

Please keep your Knowledge Base updated to ensure VoiceAI provides accurate answers.

Why is VoiceAI answering when the leasing office is open?

This may occur because a property's "Who should pick up first?" option is set to VoiceAI. Please change this setting if you would like calls to route directly to your Leasing Office or Call Center.

Why is VoiceAI not picking up calls?

Common causes include:

• The property's voice configuration is incomplete. A yellow or red status color signals incomplete setup.
• Vanity numbers have not been set up.
• Teams or agent schedules have not been set up. This can block proper routing.
• The dial duration is too short, causing calls to fall through before VoiceAI can answer.

How do I change my AI Assistant's voice?

Please submit a ticket to change your AI Assistant's voice.

You can sample our catalogue of voices in the EliseAI Voice Library.