Leads may occasionally be routed to the wrong community (property or building) on EliseAI. This article explains why this issue may occur, along with steps to help you resolve it.
1. Misrouting Due to Incorrect AI Email Address Settings
Some organizations use multiple EliseAI email addresses for different communities. If a lead is routed to the wrong community, the incorrect AI email address may be listed on the property website or Internet Listing Service (ILS) profiles.
How to Locate the Correct AI Email Address:
- Click Communities in your AI Portal's left sidebar.
- Use the search tools at the top of the page to find the community.
- Locate the correct AI email address in the AI Assistant column.
Once identified, ensure this email address is set as the destination on all contact forms and ILS listings for the community. If a lead was misrouted, updating the destination to the correct email may resolve the issue.
Note: If you do not have access to update your ILS listings, please contact your ILS support team to request the change.
2. Inactive Community Still Receiving Leads
If an AI email address remains active on marketing sources (property websites or ILS listings) for a community that has been deactivated in EliseAI, incoming leads are automatically routed to the next available active community. This can result in misrouted leads and the AI engaging on behalf of the wrong community.
To prevent this:
- Ensure the AI email address is removed from all external marketing sources once a community is deactivated.
- Double-check ILS listings and contact forms to confirm the removal.
3. Other Routing Issues
If a misrouted lead does not fall into either of the categories above, the issue may be related to internal matching.
Please submit a support ticket that includes:
- The full name and email address of the prospect
- A link to the EliseAI conversation
Our Support team will investigate and work with you to identify and resolve the issue.