Leasing Workflows in Yardi CRM IQ: Guide and FAQ

EliseAI is introducing new leasing workflows for clients using Yardi CRM IQ. Reach out to your CSM or Contact Support to learn about the status of new CRM IQ workflows as they apply to your organization.

Navigate to each section of this article with the links below.

• Setup
• Workflows
  
  • AI Assistant
  • Handoffs
  • Tour Appointments
  • Tour Outcomes
  • Disable AI Assistant Outreach
• Frequently Asked Questions

 

Setup

You must complete these steps before you can use the new leasing workflows. 

1. Create a House Agent if one does not already exist. You can set up the house agent in the same way as the MeetElise Agent.
2. Set "House" as the Default Agent for Property Website / RentCafe ILS prospects. 
   • Navigate to Company > Select Property > Content & Settings > Guest Card Settings > Default Agent for Property Website & Default Agent for RENTCafe.com ILS
   • Set the Default Agent to "House". 
   • Ensure the checkbox next to "Use as system default" is checked.

 

Workflows

The sections below outline each CRM IQ leasing workflow. 

 

AI Assistant

Your AI assistant is set up with its own leasing agent profile in Yardi CRMIQ, with the name MeetElise.

The AI Assistant automatically manages most of the leasing journey. When a lead enters your system, the AI Assistant creates a guest and gets assigned to the lead for follow-up. 

Depending on your dashboard view, leads managed by your AI Assistant can be found in your Working Prospects Pre Tour queue or your Recent Prospects Queue. You do not need to take any action on these leads. If your AI Assistant hands off a lead, it moves to your Complete Follow-Ups Queue. 

To assign a live agent to a lead when it comes in, or at any point before a tour, you can do so directly on a guest card. Your AI Assistant continues outreach to prospects assigned to live agents. 

 

Handoffs

When your AI Assistant needs help responding to a prospect, it hands off the conversation to your team. Respond to handoffs quickly so prospects receive the information they need to continue their leasing journey.

Handoffs appear in your Complete Follow-Ups Queue. They display AI Escalation - Urgent Attention, and their follow-up notes include: 

• A summary of the conversation
• The handed off question
• The conversation link

You can respond to the handoff in one of two ways: 

1. Copy and paste the conversation link into your browser to open the conversation viewer. Respond directly in the chat, or dismiss the task if your team handled it offline. 
2. If you have Elise Sidekick open, the conversation loads automatically. Respond directly in Elise Sidekick or dismiss the task if your team handled it offline. 

You can also view all handoffs in your Daily Report emails. Click on a prospect's name in the report to open the conversation viewer. Then, you can respond directly or dismiss the task. 

Once you respond to a handoff, the system removes it from your Complete Follow-Ups Queue, and from future daily reports.  

Avoid responding to prospects directly in CRM IQ. Your AI Assistant cannot see responses sent in CRM IQ, which means it cannot pick up new information and reduce handoffs over time.

If you happen to respond to a prospect directly in CRM IQ:

• Disable AI Outreach so that your AI Assistant can no longer communicate with the prospect.
• You must respond to all messages from the prospect moving forward. 

 

Tour Appointments

Your AI Assistant books and confirms tours for prospects based on availability in your CRM IQ Calendar. To avoid scheduling errors, make sure your CRM IQ Calendar is up to date and black out any times your team is unavailable to give tours. 

Your New Conversations Queue lists all tour appointments made by your AI Assistant. You will see an Assign Appointment button at the end of a prospect's row in the New Conversations Queue. Click this button to assign the appointment to the agent who will manage the tour. 

Assigned tours appear in your Tours Scheduled queue under the assigned agent's name. Booked tours also appear in your Daily Reports. 

NOTE: If your first contact with a prospect occurs through booking a tour, the tour appears in your New Leads queue. Go here to assign the appointment. 

 

Tour Outcomes

After a prospect tours a community, use the Update Tour Result queue to complete post-tour tasks. 

Update the tour outcome to Show if the prospect attended the tour, or to Dismissed/Missed if the prospect did not attend. 

Prospects marked as Show receive an application link encouraging them to apply. Prospects marked as Missed receive messages from your AI Assistant to see if they are still interested. 

Once a prospect starts an application, your onsite team can step in and manage the application process as usual. All application-related questions will be handed off to your onsite team. 

 

Disable AI Assistant Outreach

If you need to stop your AI Assistant from reaching out to a prospect: 

1. In CRMIQ, assign a leasing agent to the prospect's guest card.
2. In CRMIQ, open the conversation viewer in the AI Portal using conversation link in the guest card.
3. In the EliseAI conversation viewer, toggle AI Assistant to Off.                                                         

Once you disable the AI Assistant, you are responsible for ALL communication with the prospect, including: 

• Tour Scheduling
• Tour Confirmations and Reminders
• Responding to all questions

 

Frequently Asked Questions

 

Why am I encountering issues with the new workflows?

If you are encountering issues or errors when using the new workflows, ensure that: 

• You complete the steps in this article's Setup section. 
• You complete the steps listed in the Add "Meet Elise" as a Leasing Agent article

If this does not resolve your issue, Contact Support for assistance. 

 

Do the workflows in this article apply to other Yardi CRMs? 

No. The workflows outlined in this article apply only to Yardi CRM IQ. 

 

Why are new leads appearing in the NEW LEADS queue? 

When a new lead first enters your system, it gets assigned to House Agent and appears in your New Leads queue. After 10 minutes, the new lead automatically gets assigned to Meet Elise and moves to your Working Leads Before Tour queue.

If you see new leads in your New Leads queue, simply wait for reassignment.

If you still see new leads in the queue after 10 minutes, double-check that you have completed the steps in this article's Setup section. If you have, reach out to your RentCafe representative and ask them to re-sync the House Agent as the default agent on their backend. 

 

If I create a guest card for a new lead, will my AI assistant still be assigned and handle the next steps? 

Yes, your AI Assistant automatically handles follow-up for all new leads, including leads for whom you manually created guest cards. 

 

How do I assign a lead to an agent to right away? 

You can assign a lead to a live agent directly on a prospect's guest card. You can do this immediately after the lead enters your system, or at any point before a prospect tours a community.

 

Does assigning an agent to a lead disable AI Assistant outreach? 

Assigning an live agent to a lead DOES NOT disable AI Assistant outreach. Your AI Assistant continues to engage with the prospect, unless: 

• You respond to a lead directly in CRM IQ.
• You manually disable AI Assistant Outreach.
• The prospect starts an application.

 

Why is my AI Assistant handing off leads?

There are several reasons why your AI Assistant may hand off a lead to your onsite team:

• The AI Assistant does not know the answer to a prospect's question. Keep your Knowledge Base updated to reduce these types of handoffs. 
• A prospect asks to speak with a live agent
• A prospect becomes unresponsive to the AI Assistant
• A prospect contacts your leasing office but does not opt in to SMS communication. In this case, the AI Assistant cannot engage with the prospect due to legal restrictions. 

 

Will my AI Assistant engage with prospects who start an application?

By default, your AI Assistant stops engaging with prospects who start the application process. However, you can change this setting. See AI Engagement With Applicants for instructions.  

 

Can I re-enable AI Assistant outreach after disabling it for a prospect? 

Yes. You can re-enable AI Assistant outreach any time after manually disabling it. 

 

What happens if I respond to a lead directly in CRM IQ? 

If you respond to a lead directly in CRM IQ: 

• You must assign the guest card to yourself to clear the handoff.
• Your AI Assistant can no longer communicate with the prospect.
• You must respond to all messages from the prospect moving forward. 

Please avoid responding directly in CRM IQ. Your AI Assistant cannot see responses sent in CRM IQ, which means it cannot pick up new information and reduce handoffs over time.

 

Can I view a prospect's full conversation history in CRM IQ?

No, you can only view conversation summaries in tasks handed off by your AI Assistant. To view a prospect's full conversation history, copy and paste the handoff's conversation link into your browser. 

 

How do I install Elise Sidekick? 

Elise Sidekick is available as a Google Chrome or Microsoft Edge extension. You can download Elise Sidekick from the Chrome Store or Edge Store. 

See the Elise Sidekick article for full instructions. 

 

Will completing Elise Sidekick tasks clear those tasks from the Complete Follow-Ups Queue? 

Yes. You can respond to conversations directly in Elise Sidekick to clear the associated tasks from the Complete Follow-Ups Queue. 

 

Where can I view new tour bookings? 

You can view new tour bookings in your:

• CRM IQ Calendar
• New Conversations Queue
• Daily Leasing Reports

 

Where can I view my Daily Leasing Report? 

Daily Leasing Reports are sent to your email. Contact your organization admin if you have not received Daily Leasing Reports. See the Notifications Settings article for detailed instructions.

 

If I update a tour in the AI Portal, does this update sync to the CRM IQ calendar?

Yes. The following tour updates in the AI Portal sync to your CRM IQ Calendar:

• Tour event updates: These include rescheduling or cancelling the tour. 
• Tour handled by updates (see screenshot): Selecting which agent handled the tour.
  • NOTE: You must select an agent before marking the tour as Show for the update to sync to CRM IQ.

We recommend managing all tour scheduling and updates on a single calendar. You can use the AI Portal calendar or the CRM IQ calendar. 

 

Does the AI Assistant send tour reminders to prospects? 

Yes. After a prospect books a tour, your AI Assistant sends them tour confirmation and reminder messages unless you have completely disabled AI Assistant outreach to that prospect. 

 

Will the AI Assistant automatically follow up with prospects that do not show up for a tour? 

Yes. Prospects marked as Missed receive messages from your AI Assistant to see if they are still interested.