In this article, we will cover the best practices for updating the scripting used in proactive messages sent by your AI Assistant. These guidelines are designed to ensure that the AI can effectively understand and respond to leads, providing a seamless and efficient communication experience. By adhering to these practices, you can optimize the AI's performance and enhance the overall interaction with prospects.
For more information about the default follow-up cadence and scripting, see our Follow-ups article.
Avoid questions with yes/no answers
AI: Thanks for your interest in 123 Main Street Apartments. Would you like us to send you information about our parking deals this month?
Lead: Yes that would be great.
Here, the AI cannot understand what the lead is saying "yes" to, as the outbound message is scripted and not generated by the AI. Instead, try a statement that encourages the lead to ask additional questions, such as "Please let me know if I can answer any additional questions for you."
Avoid broad questions that don't encourage specific, functional responses
AI: Thanks for your interest in 123 Main Street Apartments. What do you love about the neighborhood?
Lead: I like the community here.
Here, the AI cannot understand the context of the prospect's response because the scripted question is not tied to the AI's functionality and the response is vague. Instead, try a statement that highlights notable aspects of your community's neighborhood, such as "Our community is just a quick walk away from our local shopping center."
Avoid long links and HTML
Many proactive messages are sent via SMS, so please be mindful of SMS length and formatting when customizing your scripting. Ensure any links are suitable to be shown to leads as-is in plain text and will not look like spam due to the length.
Standard maximum SMS length is 160 characters, and SMS messages cannot support HTML.
Approved variables
The following variables can be added to your customized scripts and will be filled in by the AI when sending proactive messages:
- Building name
- Client name
- AI first name
- Initial response (additional information)
- Tour types offered
- Media tour link
- Building floor plan link
- Building website URL
- Application link
- Building leasing phone number
- Full building address