When your AI needs help responding to a prospect, it will hand-off the conversation by sending the prospect guest card to the building inbox in Knock. Respond to hand-offs quickly so that prospects get the information they need.
- Hand offs sent to your Building Inbox
- Open the Conversation Link + Respond
- Your AI Learns From Your Team
Hand offs are sent to the Building Inbox
When your AI cannot respond to a question, it will hand it off to your team by sending the guest card to the building inbox in Knock, with the marketing source Meet Elise. This building inbox will show the name of the building you are managing (Example: If you support Elise Apartments the building inbox will show up as Elise Apartments). Review the building inbox regularly, and respond to hand-offs daily.
Open the Conversation Link + Respond
To respond to the hand off, open the guest card and find the orange banner with a link. Click the link to respond to the hand off. Once the agent responds, your AI assistant will pick back up the conversation. If you respond elsewhere in Knock, your AI assistant will not be able to see that you've responded.
After the Scheduled Tour
On the day of the tour, the agent will go into the Knock calendar, click on the event, and update the agent on the guest card to themself. After the tour is complete, mark the tour as visited or a no-show.
If you mark the tour as "visited", the AI will follow up with an application link. If you mark the tour as a "no-show," the AI will reach out to reschedule.
Now that the guest card is in your name, any post tour hand-offs will go to the agent's inbox instead of the building inbox.
Your AI Learns from Your Team
If your AI picks up new information in your response that may be relevant to other prospects, it will suggest adding it to your knowledge bank. Community managers and org admins should review Pending Knowledge in the Knowledge section of your AI Portal regularly to reduce hand offs over time.