Introduction
One of the most common questions out there regarding the AI Assistant is regarding exactly what the qualification process looks like. Though this process is constantly improving, this article outlines more or less the process that the AI Assistant will go through to work and qualify leads that enter your Lofty database. This article does not contain the exact scripts that the AI Assistant will use as these are constantly adjusting as more and more scenarios are supported.
Summary
- How to monitor the AI Assistant
- Text Message Qualification
- Website Chat Qualification
- Listing Recommendations
- Notifications
- AI Segmentation
- Tagging
- Providing Feedback / Improving the AI Assistant
How to monitor the AI Assistant
The AI Assistant is designed to notify you when a conversation is out of their scope or making great progress and ready for your involvement. If you want to make sure things are going well, you can monitor the active leads that the AI Assistant is working on qualifying.
A few notes regarding permissions:
- All users have access to monitor conversations on the chat list and the lead detail page of leads assigned to them.
- The Team Owner/Admin and users with the “Access All Team Leads” permission (see Team permissions) are only able to monitor conversations on the lead detail page, but it is not visible on their chat list unless the leads are assigned to them.
To monitor conversations, click on the "Chat" bubble in the bottom-right of the screen:
Click on "AI Assistant Following":
Click on a conversation to access:
In this panel you can (a) view the conversation, (b) "Mute" the conversation (keep the AI Assistant from qualifying the lead), (c) type in your own message to take over the conversation.
*IMPORTANT: Please note the following:
- When clicking the "Mute" option, you are actually stopping the AI Assistant. You are not able to resume communication from the AI Assistant to the lead after clicking "Mute."
- By taking over a conversation, texts to the lead will be sent from your virtual number and not the AI Assistant's so you will need to account for that transition in your message. Because the AI Assistant is designed to be just that, an "Assistant," you may consider explaining to the lead in your response (which will be a separate message) that they had brought you up to speed and you wanted to engage with them personally.
- Please also note that any form of manual communication (making a phone call, sending a text message, or sending an email) will also take over from the AI Assistant. This does not include automatic content sent out via Smart Plans.
AI conversations can also be seen in the lead detail pages as "Auto Texts" (apply a filter to find them easily):
Text Message Qualification
1. A lead enters the CRM and matches the settings set up for this option to trigger. These would include both of the following:
- 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.
- The AI Assistant will follow up with existing leads when they match any of the following conditions. During the conversation, the AI Assistant works to complete the lead’s info and will notify the assigned agent of the result. a)Opens property alert emails but has not clicked properties/links in the emails. b)Returns to the IDX website with incomplete search criteria. c)Returns to the IDX website and makes a request that triggers an opportunity. d)The lead profile has no "location" recorded in the search criteria (preventing auto alerts from being sent). e)No site activity for 12 and then 28 consecutive days since the last time they were marked as "High Interest." f)Saves a search on the IDX website g)Views five different properties in 24 hours h)Is marked as "Back to Site."
2. The AI Assistant will reach out with various welcome text messages by recognizing from which lead source the lead originated. All of these conversations are recorded on the lead profile page.
3. The AI Assistant will use scripts that have been successfully tested by top agents on Lofty to chat with leads and get their buying/selling preferences during the conversation.
4. When the AI Assistant has finished the conversation, it will tell leads that their agent will follow up as soon as possible. The AI Assistant will then automatically mute itself and not respond further. It will then notify the assigned agent. See below for Notifications.
5. For leads that have not replied or have not completed the qualification process, the AI Assistant will continue to send two additional messages at different intervals to try and engage them again. Once a lead has responded, the AI Assistant will start and/or continue the qualification process as described above.
Website Chat Qualification
1. The AI Assistant will engage website visitors, new leads, and back-to-site existing leads by starting a conversation. It will attempt to get a visitor's buying/selling preferences and contact information to create a lead in the CRM. It will also engage with leads when they perform certain actions like saving a listing, requesting a showing, sharing a listing, or viewing a specific property more than 3 times within 7 days.
2. The website visitor will be prompted with chat messages in the bottom-right of their screen.
3. If the website visitor responds, the AI Assistant will attempt to qualify the lead while also requesting contact information for additional follow-up.
4. This type of conversation is triggered only once within 24 hours. For example, after sharing a listing, the AI Assistant messages will not be triggered for this type of conversation within the same 24-hour period.
5. If the site visitor/lead shares the same property after this type of conversation has already been triggered, there will be a seven-day cool-down period. This means that if the same property is shared within those seven days, it would not trigger the AI Assistant again until after seven days has passed since it was first triggered.
*IMPORTANT. Please note the following:
- If the number of available engagements runs out on either the "Starter" or "Accelerator" packages, the AI Assistant will stop sending out texts to leads and the chat box on the website will revert to the standard website chat box.
- The AI Assistant will try to engage all website visitors and gather as much information as possible. If certain requests for a name, email address, or phone number are not responded to, the details of the conversation will be contained under a chat record titled "Visitor ####". The context of the interaction will be contained and traceable should that lead reach out again and the system recognizes them.
Listing Recommendations
The AI Assistant can give listing recommendations during the conversation as a tool to re-engage the lead and see if it is possible to schedule a showing when the lead finds something they are interested in. The AI Assistant will send out a link that is filtered based on the criteria already provided.
*IMPORTANT:
- Please note that the AI Assistant will currently only send listing suggestions if the lead does not respond for 24 hours after providing basic criteria. If no criteria have been provided or the lead is responsive, no listing link can be sent out.
- This feature cannot be turned off as it is part of the built-in scripts
- The recommendation links that are sent will take the leads to the team IDX website, not any Agent Subdomain sites.
- If the criteria are met (see "EXISTING LEAD qualification via text message" above), the AI Assistant will attempt to complete the "Location" field of the search criteria so that it can trigger auto property alerts.
Notifications
Notifications are an important part of making sure the transition from AI Assistant to agent goes smoothly. The following are the different types of notifications that Lofty provides:
(1) Text message
Lofty will send an SMS to the assigned agent’s phone number to notify him/her.
The AI Assistant will automatically text agents under the following circumstances:
- The AI Assistant could not understand what the lead is saying. "Your lead [lead's name] ([lead's number]) sent a message to the AI Assistant that cannot be recognized: [message]"
- A seller lead has accepted an appointment for a home evaluation. "_______ has
accepted an appointment for home evaluation. Please call the lead ASAP." - A lead has requested a phone call. "__________ is asking for a call. Please call the lead ASAP."
- A lead is interested in viewing a property in person as suggested by AI Assistant. "_____________ is interested in a showing. Please call the lead ASAP."
- A lead is on a short timeframe. "____________ is planning on buying a property in 2 months. Please follow up immediately."
- A lead asks for a showing. "______________ is requesting a showing. Please call the lead ASAP."
- A lead has requested to make an offer. "_____________ is requesting to make an offer. Please call the lead ASAP."
- A seller lead wants to sell their property. "_______________ wants to sell his/her property. Please call this lead ASAP."
(2) Standard Notifications
These are triggered in these situations:
- A lead is requesting more listings or asking for more property information
- A lead finishes the qualification process. "This lead has been qualified as a hot lead. Please call the lead ASAP."
- A buyer lead says they are "just looking" and provides his/her preferences. "Please review the search criteria and create a customized property alert for the lead."
- A lead has requested more information. "The lead is requesting info on a listing. Please follow up ASAP."
- A lead has financing questions. "This lead has questions on financing. Please ask your lender to follow up."
- A lead is requesting specific help. "This lead is asking for help. Please review its request and contact it as soon as possible."
(3) Opportunity Notifications
These are triggered when the AI Assistant finds a hot lead that matches the following situations:
- A seller lead has accepted an appointment for a home evaluation. "_______ has
accepted an appointment for home evaluation. Please call the lead ASAP." - A lead has requested a phone call. "__________ is asking for a call. Please call the lead ASAP."
- A lead is interested in viewing a property in person as suggested by AI Assistant. "_____________ is interested in a showing. Please call the lead ASAP."
- A lead is on a short timeframe. "____________ is planning on buying a property in 2 months. Please follow up immediately."
- A lead asks for a showing. "______________ is requesting a showing. Please call the lead ASAP."
- A lead has requested to make an offer. "_____________ is requesting to make an offer. Please call the lead ASAP."
- A seller lead wants to sell their property. "_______________ wants to sell his/her property. Please call this lead ASAP."
AI Segmentation
All leads that are contacted by the AI Assistant will be added to a segment called "AI Contacted." This will allow a Lofty user to easily find the leads that have been worked by the AI Assistant and easily combine the results with other filters.
Tagging
Depending on the behavior of the lead, the AI Assistant will add tags to the lead. You can in turn use these tags to easily filter the leads after the conversations and/or trigger Smart Plans based on the added tag.
| Tag | Scenario |
| AI: Accepted Appointment | Seller who makes an appointment with the chatbot |
| AI: Asked for a Call | Lead who asks for a call |
| AI: Do Not Contact | Lead who says something like “Do not text this number again” |
| AI: Has Agent | Lead who says they are already with an agent |
| AI: Intend to Sell | Seller who says he/she wants to sell a house |
| AI: Interested | Buyer who asks for foreclosed listings |
| AI: Interested | Buyer or renter who asks for more listings |
| AI: Interested | Buyer or renter who asks for property info |
| AI: Interested | Buyer or renter who says they are looking for a property |
| AI: Interested | Seller who wants to request a home evaluation |
| AI: Investor | Buyer who says they are looking to make an investment |
| AI: Just Looking | Buyer who says they are just looking |
| AI: Long-term | Lead who says no to the welcome message which is “are you looking for a house/selling your house” |
| AI: Need Financing | Buyer who has indicated they have not been prequalified for a loan |
| AI: Need Financing | Buyer who has financing questions |
| AI: No Response | This tag will be added when multiple messages have been sent by the AI Assistant without a response. The AI Assistant will not send any more text messages unless the lead texts first. |
| AI: Not Interested | Lead who says something like “Do not need help at this time” |
| AI: Not Interested | Seller who is not requesting a home evaluation |
| AI: Requested Making Offer | Buyer who wants to make an offer |
| AI: Requested Showing | Buyer who makes a showing appointment with chatbot |
| AI: Wrong Number | Lead said something like “You have the wrong number” |
Providing Feedback / Improving the AI Assistant
A very useful feature of the AI Assistant is the ability to provide feedback. You can use this tool to submit feedback directly to the Lofty Product Team which manages the AI Assistant to help improve the types of messages that are sent and help the AI Assistant learn and grow.
To provide feedback, navigate to the lead profile where the conversation is recorded.
You can do so in three locations within a lead profile:
(1) Banner on Lead Detail Page
Hover over the AI Assistant and click on the option to provide feedback. This will allow you to provide general feedback on how the AI Assistant is performing.
(2) Lead Timeline
Click on the hyperlink to "Rate AI Response." This will allow you to provide feedback on that specific AI Assistant response.
(3) Chat Panel
When you are reviewing an AI conversation in the chat panel, you can click the link at the top to provide feedback as well.
Your feedback will be documented and reviewed by our team for implementation within the AI Assistant logic if appropriate. You will receive an email informing you of what action has been taken for your AI Assistant feedback so that you are aware that your feedback is extremely valuable to the process of building out powerful responses to the variety of scenarios that the AI Assistant will encounter.
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.
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