Delinquency Outreach Messages

Your DelinquencyAI Assistant sends proactive outreach messages when: 

• A resident has an outstanding balance on their account.
• A resident is approaching their late fee deadline.
• A conversation requires follow-up due to lack of payment.
• A resident's payment is returned for insufficient funds (NSF).
• A resident pays off their outstanding balance.

If you enable former resident collections, your AI Assistant also sends proactive outreach to former residents with outstanding balances. 

Your Delinquency Settings largely determine the timing and frequency of your AI Assistant's messages. See Setting Up DelinquencyAI for instructions on configuring your delinquency settings.

See EliseAI's Integrations List for CRM / PMS software you can use with DelinquencyAI. 

Delinquency Message Overview

To view delinquency messages sent to a resident, navigate to their conversation history by clicking their name in your Tasks or Resident Contacts page. This opens the resident's guest card and conversation history. 

Please note that: 

• Your AI Assistant sends delinquency messages to:
  • All primaries and roommates on a lease (SMS and email)
  • Guarantors (Email only)
• Your AI Assistant does NOT send delinquency messages to dependents and other residents who are not on a lease.
• Your AI Assistant only sends delinquency messages between 10 AM and 6 PM local time.
• Your AI Assistant DOES NOT send proactive delinquency messages on federal holidays.

• Your AI Assistant DOES NOT send proactive delinquency messages if you have disabled proactive messaging to the resident. 

  See Resident Owner and AI Message Controls for more information on this feature.

• Your AI Assistant DOES NOT send proactive delinquency messages to residents who have fully opted out from all communication channels.

  See Unsubscribe & Opt-in Behavior for more information.

• Your AI Assistant DOES NOT send proactive delinquency messages to residents if the AI handed off the conversation to a live agent.

• By default, your AI Assistant DOES NOT send proactive delinquency messages to residents who are under eviction.

  See Eviction and Demand Notice Generation and Eviction Management on Resident Guest Cards for details on EliseAI's eviction process.

• The language of messages messages may depend on:
  • Your Delinquency Settings
  • The specific resident, ledger, and conversation

Snooze DelinquencyAI Before Launch

You can now disable all AI outreach to selected residents before launching Delinquency.

To use this feature, please submit a ticket with a list of residents you'd like to pause outreach for.

Delinquency Message Library

The sections below list standard proactive delinquency messages in rough chronological order. 

Payment Reminder with Intro Message

In its first delinquency message, your AI Assistant introduces itself and reminds a resident about their outstanding charges. This message lists the resident's total balance and a payment portal link.

Payment Reminder After Intro

Subsequent messages from your AI Assistant remind a resident about their outstanding charges. These messages lists the resident's total balance and a payment portal link.

Your AI Assistant sends payment reminders via email or text, up to a maximum of 3x per week, or unit a resident pays off their balance. 

Payment Reminder with New Charges

Your AI Assistant reaches out to a resident when their outstanding balance incurs new charges. 

Payment Reminder with Returned Payment (NSF)

Your AI Assistant reaches out to a current resident by email or text when their payment is returned for insufficient funds (NSF). The message tells the resident that their payment bounced back and lists their updated total balance, including any returned payment fees. 

• When the message includes a payment portal link, your AI Assistant also tells the resident to use an alternative payment method if the link is disabled.
• Your AI Assistant sends this message on its next daily outreach run for your community, rather than waiting for your community’s normal reminder schedule. 
• This message can go out even if your AI Assistant has already sent the maximum number of payment reminders for the week. 
• Your AI Assistant sends one message per returned payment, and only while that payment is the most recent unpaid charge on the resident’s ledger, for up to 5 days after it posts.

Payment Reminder with Late Fee Notice

Your AI Assistant reaches out to a resident when they are approaching their late fee deadline. The AI usually sends this message the day before AND the day of your late fee date.

Follow-up Message

When a resident does not submit a payment previously discussed with your AI Assistant, the AI follows up with the resident a few days later. 

Confirmation of Zero Balance

When a resident pays off their outstanding balance, your AI Assistant reaches out to the resident and confirms their zero balance status.

Payment Reminder with Prorated Rent

When the resident's move-out date falls within the current month, your AI Assistant adds a note to payment reminders to clarify the pro-rated balance.

Former Resident Payment Reminder

If you enable former resident collections, your AI Assistant reaches out to former residents to remind them of outstanding charges. 

You can set the start and stop dates for these messages in your Delinquency Settings.

By default, your AI Assistant reaches out to former residents every three days. Submit a ticket to change the frequency of these messages.

Delinquency Outbound Calls

Submit a Ticket to set up automated Delinquency Outbound Calls. Once activated, your VoiceAI Assistant can proactively call residents about late payments, answer questions, and transfer the resident to your team if needed. 

Example Voice Message: 

Custom Introduction Messages

You can customize the introduction message your AI Assistant sends in its first delinquency outreach. Custom intro messages replace the default intro and are sent as a one-time initial outreach.

You can set separate custom templates for SMS and email. To set up a custom introduction message, submit a ticket with your preferred SMS and/or email templates.

Custom intro templates support the following dynamic placeholders:

• Community name: Your building's display name.
• Resident name: The resident's first name.
• Resident balance: The resident's total outstanding balance.
• Late fee notice: Upcoming late fee information, if applicable.

Your AI Assistant populates these placeholders automatically for each resident. 

Delinquency Conversation Ownership / Snooze DelinquencyAI

You can take ownership of a conversation with a resident from your AI Assistant. Follow these steps to assign delinquent owners and/or disable AI outreach.

1. Navigate to a resident's guest card in the Resident Contacts page.
2. Scroll down to the Resident Owner section.
   • This is called "General Resident Owner" or "Delinquency Owner" depending on the guest card you access. You can control general resident outreach and delinquency outreach separately. 

3. Click the Managed by dropdown menu to assign a resident owner. This opens a Resident Owner window. 

   

    

4. Assign a resident owner in the Owner dropdown menu.
   • Select an ownership end date in the Ownership Until dropdown menu. Select Forever to set ownership without an end date.
5. Toggle the AI Responses switch to snooze all AI responses to the resident. 
   • Select a date to end the snooze. Or, select Forever to hold the snooze indefinitely.
6. Toggle the AI Proactive Outreach switch to snooze all AI proactive outreach messages to the resident. 
   • Select a date to end the snooze. Or, select Forever to hold the snooze indefinitely.
7. Click Save to save resident owner and AI settings.

What happened to the "Snooze" button?

Previously, you could disable AI outreach by clicking "Snooze" at the top of the conversation viewer. 

EliseAI has moved this feature to the Delinquency Resident Owner module. 

To snooze AI responses or outreach, please follow the instructions in the section above.