Your AI Assistant can send residents proactive updates and responses, depending on factors such as the time of day and the agent managing the conversation. The AI can send updates over both SMS and email.
The sections below outline each type of message your AI Assistant can send.
Recent Move-In Introduction
Your AI Assistant reaches out to residents upon lease signing.
Regular Outreach / Check-Ins
By default, your AI Assistant proactively reaches out to residents every 90 days, UNLESS:
- The AI has handed off the resident conversation to a live agent.
- You have disabled proactive messaging to the resident.
- See Resident Owner and AI Message Controls for more information on this feature.
- The resident has fully opted out from all communication channels.
- See Unsubscribe & Opt-in Behavior for more information.
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Maintenance/Renewals: The current time is outside 9AM–7PM local time, or it's a weekend.
- In this case, the AI queues its message to send within these hours.
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Delinquency: The current time is outside 10AM–6PM.
- In this case, the AI queues its message to send within these hours.
- NOTE: Please Submit a Ticket to change the frequency of your AI's regular outreach messages.
Handoffs
If your AI Assistant does not know the answer to a resident's question, it hands off the conversation to a live agent. The AI does not send proactive messages to residents in handed off conversations.
- Reduce handoffs by keeping your Knowledge Base up to date.
- If an agent completes or dismisses a handoff task, your AI Assistant restarts proactive outreach.
- See Tasks in the AI Portal for more information on handoff tasks.
Resident Owners
Your AI Assistant CAN send proactive messages and responses to conversations with an assigned resident owner, UNLESS you disable AI communication (see section below)
Assign resident owners by clicking Managed by... on the resident's guest card.
See Resident Owner and AI Message Controls for more information on this feature.
Disabled AI Communication
Your AI Assistant does not reach out to residents with AI Communications disabled.
When AI communication is disabled:
- If the resident emails or texts your AI Assistant, it automatically hands off the conversation to a live agent.
- If a resident calls your office within office hours, your VoiceAI Assistant automatically transfers the resident.
- If a resident on DNC calls your office outside of office hours, your VoiceAI Assistant can pick up the call to submit a maintenance request or escalate an issue.
See Resident Owner and AI Message Controls for more information on this feature.
Maintenance Responses
If a resident contacts your AI Assistant about a maintenance issue, your AI Assistant responds immediately regardless of current time, UNLESS:
- The resident asks about an existing maintenance issue that your AI Assistant has already handed off to a live agent.
- The resident has opted out of communications.
Non-Maintenance Responses
If a resident contacts your AI Assistant about an issue unrelated to maintenance, your AI Assistant responds immediately regardless of current time, UNLESS:
- An agent has taken over the conversation.
- Your AI Assistant has handed off the conversation.
- You have disabled AI responses to the resident
- The resident has opted out of communications.
Work Order Status Updates
Your AI Assistant sends automatic updates to residents when a work order's status changes (In Progress, On Hold, Completed, and so on), UNLESS:
- The current time is outside 9AM–7PM local time.
- In this case, the AI queues its message to send within these hours.
- The resident has opted out of communications.
Mass Messaging
Your AI Assistant can send mass messages to all current residents, UNLESS:
- The message contains marketing material AND the resident has opted out of communications.