Disclosures play at the beginning of interactions with phone-based services to ensure compliance with wiretapping laws, privacy regulations, and consent requirements. As such, a disclosure will play prior to your prospects and residents interacting with EliseAI's VoiceAI.
- For most states, callers will hear the following statement: "This call and information you provide may be recorded and used by a third party."
- However, certain states require additional language. In CA, CO, CT, UT, VA, OR, TX, MT, DE, IA, NE, NH, NJ, TN, MN, MD, IN, KY, and RI, the following will play: "This call and information you provide may be recorded and used by a third party. Policy is at eliseai.com/policy."
- During leasing calls, before a call transfer, the VoiceAI delivers an additional SMS disclosure to the prospect: “Can I text you after our call at this number with details on this community and a chance to learn more about our homes?”
Disclosures and VoiceAI Setup
When setting up EliseAI's VoiceAI with an existing phone system, there is potential for multiple disclosures to be played. This is due to your existing phone system and EliseAI providing separate disclosures for their services.
While phone disclosures are fairly common, multiple disclosures can negatively affect customer experience and increase call abandonment rates. Reducing your number of disclosures, as well as the amount of automated messages and wait music, ensures that your prospects and renters have a seamless experience.
The sections below outline setup options for VoiceAI and how to optimize for the best caller experience.
Step 1: Determine how you will send calls to EliseAI
There are three options for sending calls to EliseAI:
- Publish (recommended) Vanity Numbers: Calls are sent via EliseAI's vanity numbers
- Forward to Many: Calls from existing vanity numbers are sent to corresponding EliseAI vanity numbers
- Forward to One: Calls from existing vanity numbers are sent to one single EliseAI vanity number
We recommend using the Publish Vanity Numbers option, which will ensure that only one disclosure players. The forwarding options create the potential for additional disclosures to play prior to the call being forwarded to EliseAI.
Step 2: Determine what should happen when a call comes through
There are two options for what will happen when a call comes through:
- VoiceAI First (recommended): Let the call go straight through without giving the caller additional prompts. Your VoiceAI assistant will take it from there.
- Phone Tree: Let the caller select the initial routing preferences before getting routed to your VoiceAI assistant or leasing team.
We recommend allowing your VoiceAI to pick up the call first, as it ensures that the EliseAI disclosure plays the moment the phone number is dialed. The Phone Tree option means that EliseAI's disclosure will only play once one of the VoiceAI options is selected from the phone tree, potentially resulting in the caller hearing multiple disclosures.
Step 3: Determine who will handle the initial call pickup
There are three options for who will handle the initial call pickup:
- VoiceAI (recommended): Let your VoiceAI assistant pick up first and then transfer to your teams as necessary.
- Leasing Office: Your leasing team will have an opportunity to pick up all calls. Your VoiceAI assistant will only pick up overflow or after hours calls.
- EliseCRM Call Center: Your team will have an opportunity to pick up calls via the Call Center. Your VoiceAI assistant will take overflow calls if agents are unavailable.
Note that none of these options change the behavior of the disclosure.
For more setup information, please refer to our VoiceAI Initial Set Up and Settings article.