Introduction

This article reviews the different settings that can be configured with the AI Assistant. For other topics related to the AI Assistant, feel free to reference the other articles available in the AI Assistant section of the Help Center.

*IMPORTANT.  Please note the following:

• The AI Assistant is an add-on feature and is not combined into any of the CRM/IDX package pricing. For instructions on adding the AI Assistant to your account, please reference the following article: Adding the AI Assistant / Chatbot.
• By default, the AI Assistant is assigned at the team level and will work with all Team Leads that match the defined criteria (outlined in this article). If the website portion is enabled, it will be installed on all websites (Team Website, Agent Websites, and Agent Subdomains).
• The AI Assistant replaces the Chat Box on your website, but they do not share settings. If you need to edit the Chat Box settings please see this article.
• Initial Smart Plans (especially those with auto texts) should likely be disabled if you have the AI Assistant turned on to avoid confusion and multiple contact attempts going out to new leads.
• The AI Assistant will not follow up with leads in the following scenarios:
  • Leads are Private Leads (see Lead Privacy: Team Leads vs. Private Leads) unless the individual agent has purchased their own AI Assistant, which is possible.
  • Leads that were added manually (applicable on both web/mobile apps)
  • Leads were imported via CSV (see Lead Import (via CSV/Spreadsheet)) or Google Contacts (see Lead Import (via Google Contacts))
  • Leads were converted from Partial Leads (see Partial Leads)
  • Leads have the wrong number, DNC number, or landline phone number
  • Leads do not have a phone number when brought into Lofty (even if added later)

Summary

• Settings Location
• My AI Assistant
  • Change Package
  • Current Engaged Leads Count
  • Package Name
  • Monthly Allotment
• AI Assistant Profile
  • Assistant Name
  • Virtual Number
  • Call Forwarding
  • Site Chat Box Image
• AI Assistant Settings
  • Active Hours & Active Days
  • Welcome Message Delay
  • Avoid Rental Inquiries

  • Enable the Long Term Following Campaign

  • Enable the AI Assistant LIVE CHAT on websites via chat messages
  • Enable the AI Assistant for NEW LEAD qualification via text messages
  • Enable the AI Assistant for EXISTING LEAD qualification via text message
• Additional (Separate) Settings to Configure

Settings Location

To find the settings for the AI Assistant, log into the CRM > Settings > AI Assistant:

*IMPORTANT: Please note that ALL changes made here will auto-save so be sure you want to make these adjustments before actually making them.

My AI Assistant

The first section of the AI Assistant settings provides you with a quick summary of your AI Assistant package reach.

Change Package

You can change the package by clicking on the "Change Package" button at the top:

Current Engaged Leads Count

You will see the number of leads that have been engaged (a lead that has responded to at least one message) so far in this month at the top-left:

Package Name

The name of the package that you are currently on is presented in the middle:

Monthly Allotment

And finally, you will see the available monthly allotment. If you started in the middle of the month this might be a pro-rated amount. Also, if you are on the Premium AI Assistant package (the highest level) then you will be able to go over the allotted amount on a per-engagement basis, but you can still set a maximum "engagement cap" if you would like. For more information, see AI Assistant / Chatbot Billing > Extra Engagement Cap.

AI Assistant Profile

This section is where you control the profile that the AI Assistant uses when interacting with leads in your database.

Assistant Name

Choose a name that you would like to have your AI Assistant known by to make it seem like a real person or you can be open about the fact that it is an AI bot by adding the word "bot" in the name. Either way, the option to customize this is available here:

Virtual Number

If this is the first time you have accessed this page, you will see an option to "Select a Virtual Number." Like selecting other virtual numbers on Lofty, you will input your desired area code and then choose from the available options. This will be a new virtual number used only by this AI Assistant when texting leads.

You will see more about this in other AI Assistant-related articles, but please note that if you are trying to take over an AI Assistant conversation your messages will not be sent from this same number. The AI Assistant was built to be as if they are a separate person so if you are taking over be sure to introduce yourself as you will be coming in with a separate number and therefore conversation in the lead's messages.

Please also note the following:

• The text messages used by the AI Assistant will not count toward your text package usage.

• If there is no available virtual number for your area code, please contact our Support Team (support@lofty.com) so that we can submit a request for more numbers to be made available for that area code.

Call Forwarding

*IMPORTANT: An additional fee of $0.03/minute will apply for use of this feature.

If a lead calls the AI Assistant, the calls can be forwarded with the following options:

• (a) To a fixed number. This will forward all the calls to a specific number you set.
• (b) To lead’s assigned Agent. This will forward any calls to a lead's assigned agent (Agent role), and has a backup number if not available.
• (c) Disabled. Turn off the call-forwarding feature. If this option is selected, a lead will hear a busy tone when calling the number.

The call will go to the user's virtual number if they have a call package enabled or will be forwarded to the number in Settings > Profile if no call package is enabled on that user's account.

Site Chat Box Image

This option is only available if the option is enabled to have the AI Assistant do live chat for website visitors. This is the image that will be used to represent the AI Assistant on the website. 

If you do not see the option to edit this image, click on the drop-down arrow:

AI Assistant Settings

This section is where you will actually select how you want the AI Assistant to engage with your leads. The available options allow you to have control of when and where the AI Assistant will work to qualify leads.

Active Hours & Active Days

Select the hours and days that the AI Assistant should be responding to and working leads.

If you do select hours that are not 24/7, make special note of the new checkbox that appears and allows for the AI Assistant to work leads that come in outside of "active hours" to be worked when the AI Assistant is active again. If unchecked, leads who enter the CRM outside of the "active hours" will never be worked by the AI Assistant.

Welcome Message Delay

The AI Assistant will wait a predefined amount of time before sending its initial qualification message (Welcome Message). Please note that this is only for the initial delay on the very first message sent. This is intended to make it seem more like a real person. Every other message after that will have a 20-second delay and this is not customizable.

Avoid Rental Inquiries

For new accounts, the default setting for Avoid Rental Inquires will be set to No. Users can manually update this setting to Yes if they want to avoid renter leads. 

This setting will not be changed for existing users. If you would like the AI Assistant to offer your services in response to rental inquiries, please choose "No." Otherwise, choose "Yes" and the AI Assistant will politely end the conversation with the lead if responding to interest in renting instead of buying.

Enable the Long Term Following Campaign

If you would like the AI Assistant to continue to engage with leads for longer than six (6) months, select "Yes". Otherwise, select "No" to have the AI Assistant end engagements at six (6) months.

Enable the AI Assistant LIVE CHAT on websites via chat messages

The AI Assistant will engage website visitors/new leads/back-to-site existing leads by starting a conversation. It will attempt to get a visitor's buying/selling preferences and then their contact information in order to create a lead in the CRM. It will also engage with leads when they perform certain actions like saving a listing or requesting a showing. When a listing is shared, through the Shared option on a listing, the AI Assistant will interact. The AI Assistant will interact If the same property has been viewed more than three times within a seven-day period, as well. 

Check/uncheck the checkbox to enable/disable.

The drop-down list will allow you, as a Team Owner/Admin to choose what websites on the team you would like the AI Assistant to engage on (Team Website, Agent Websites, Agent Subdomains).

Enable the AI Assistant for NEW LEAD qualification via text messages

The AI Assistant will follow up with new leads once they come into the CRM from connected sources. During the conversation, the AI Assistant will work to complete a lead's profile, preferences, and timeframe. When finished, it will notify the assigned agent of the result and whether they need to follow up.

Check/uncheck the checkbox to enable/disable:

Use the Lead Source drop-down to choose the lead sources that you want the AI Assistant to work with. In other words, you could make it so that the AI Assistant only texts leads from your Lofty website, only Zillow leads, etc.:

Use the Lead Type drop-down to define the lead types that you want the AI Assistant to work:

The Assigned Agent drop-down is for choosing whether you want to enable/disable the AI Assistant when a certain agent is assigned. Please note that the AI Assistant will not initiate a conversation with a lead until lead routing is complete (see Lead Routing Rules).

Enable the AI Assistant for EXISTING LEAD qualification via text message

Check/uncheck the checkbox to enable/disable:

Use the Lead Source drop-down to choose the lead sources that you want the AI Assistant to work with. In other words, you could make it so that the AI Assistant only texts leads from your Lofty website, only Zillow leads, etc.:

Use the Lead Type drop-down to define the lead types that you want the AI Assistant to work:

The Pipeline drop-down can be used to exclude certain pipeline stages if you would like to keep the AI Assistant from working existing leads that are at a certain stage in your pipeline.

The Assigned Agent drop-down is for choosing whether you want to enable/disable the AI Assistant when a certain agent is assigned. 

Additional (Separate) Settings to Configure

Be sure to also configure the following settings as the AI Assistant will reference these fields throughout its conversations as it works to qualify leads.

Company Name

When the AI Assistant introduces itself, it will say something like this: "Hi #lead_first_name#! Thanks for your inquiry on Facebook. I'm #Assistant_Name# with #Company_Name#." So, you will want to make sure that the data for the #Company_Name# variable is available.

You can configure this by going to the CRM > Settings > Profile > Company Name:

Your Phone Number

In certain scenarios, like when the lead asks for a call, the AI Assistant will send your phone number as a response. This phone number will be pulled from CRM > Settings > Profile > Phone Number: 

Enterprise Settings

If you are on Lofty's Enterprise product, Group Owners can now add their own AI Assistant and extend its functionality down to the members of their group/subgroups. 

The AI Assistant can use the Enterprise "Company Name" or the "Group Name" when introducing itself to leads.

Examples:

• Hi #lead_name, I'm Anna with #company_name.

• Hi #lead_name, I'm Anna with #group_name.

To edit this setting, navigate to Settings> AI Assistant> Organization Name:

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Lofty CRM.