ResidentAI Proactive Outreach

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 you AI Assistant can send. 

Lease Signing

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 45 days, UNLESS: 

• A live agent has taken over the conversation.
• The AI has handed off the resident conversation to a live agent.
• The resident is on your Do Not Contact list.
  • See Managing Resident Communication & Contact Info for more information on this.
• The resident has opted out of communications.
  • See Unsubscribe & Opt-in Behavior for more information.
• 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.
• Delinquency: The current time is outside 10AM–6PM.
  • In this case, the AI queues its message to send within these hours.
• NOTE: If you'd like to change the cadence of your AI's outreach messages, please Submit a Ticket.

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. 

Agent Takeover

Your AI Assistant does not send proactive messages to residents in conversations taken over by an agent. 

Agents can take over a resident conversation by clicking Managed by... on the resident's guest card. 

This opens the Managing Agent window. An agent can select their own name in the dropdown to take over the conversation, as well as a set period of takeover time. 

Do Not Contact

Your AI Assistant does not send proactive messages to residents on your Do Not Contact (DNC) list. 

• If a resident on DNC emails or texts your AI Assistant, it automatically hands off the conversation to a live agent.
• If a resident on DNC 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. 

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 is on your Do Not Contact List.
• 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.
• The resident is on your Do Not Contact list.
• 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 is on your Do Not Contact list.
• The resident has opted out of communications.

Mass Messaging

Your AI Assistant can send mass messages to all current residents, UNLESS: 

• The resident is on your Do Not Contact list.
• The resident has opted out of communications.