Introduction

Summary

• Sales Agent Skills
• Smart Leads View on People Page
• How to monitor the Sales Agent

Sales Agent Skills

Smart Leads View on People Page

The Smart Leads view is a new tab on the People page that provides at-a-glance visibility into all leads being managed by Sales Agent. This view organizes leads into three priority categories, making it easy to understand which leads need your immediate attention and which ones are being actively nurtured by AI.

Where to Find Smart Leads

Navigate to the People page and look for the Smart Leads tab. The tab displays a count of leads in each category and is marked with an AI indicator.

1. Go to Sales in the main navigation
2. Click on All Leads or My Leads
3. Select the Smart Leads tab

Lead Status Categories

Smart Leads organizes leads into three categories based on their engagement level and required actions:

High Priority

What it means: These are leads actively managed by Sales Agent that require your immediate action. The AI has identified an opportunity or task that needs human intervention.

Examples of required actions:

• Making a phone call to a qualified lead
• Handling an offline appointment
• Updating lead information or preferences

What you see in this view:

• Name, Inquiries, Tags: Same as the standard CRM Lead List
• AI-Generated Summary: Quick context on the lead and their current status
• Tasks: The most recent incomplete task (Call, Appointment, or Lead Update) created by AI
• AI Suggestion: Helpful call-to-action buttons based on task type

AI Prospecting

What it means: These are leads actively managed by Sales Agent that require no immediate action from you. The AI is actively working these leads through the qualification process.

Criteria: Leads have shown activity within the past 30 days.

What you see in this view:

• Name, Last Visit, Activities: Same as the standard CRM Lead List
• AI-Generated Summary: Context on recent engagement and lead preferences
• AI Next Step: The most recent incomplete task in the AI's follow-up plan
• AI Goal: The Playbook goal the AI is currently working toward
• AI Suggestions: Always shows "Call with AI Script" CTA

Tip: Clicking "Call with AI Script" generates a custom call script based on the lead summary and current AI goal.

AI Monitoring

What it means: These are leads that require no immediate action and have not shown activity in the last 30 days. Sales Agent continues low-touch, long-term follow-up to re-engage these leads.

Criteria: Leads have had no activity within the past 30 days.

What you see in this view:

• Name, Score, Last Touch: Same as the standard CRM Lead List
• AI-Generated Summary: Overview of the lead's current status
• AI Nurturing Plan: Shows how the AI is re-engaging inactive leads
• Calls Made: Number of calls already made to the lead

Benefits of Smart Leads View

• Clarity: Instantly see which leads need your attention versus which ones are being handled by AI
• Efficiency: Understand what needs to be done without digging through lead details
• Actionable: Complete tasks right away using AI-generated suggestions and scripts

Best Practices

1. Prioritize High Priority leads: These leads have been qualified by AI and are ready for human engagement. Responding promptly avoids missed opportunities.
2. Monitor AI Prospecting progress: Check in on these leads periodically to see how the AI is progressing toward appointment setting.
3. Use the AI Script feature: When calling leads, use the AI-generated script for context-aware talking points.
4. Let AI handle monitoring: Leads in AI Monitoring don't need your attention unless they re-engage or are escalated to High Priority.

How to monitor the Sales Agent

The Sales Agent is designed to notify you when a conversation is out of their scope or is 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 Sales Agent 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 the Workspace icon, then click AI

This will take you to the AI Sales Assistant Following conversations. 

In this section, you can:

• View all active text and website chat conversations the AI is having
• "Mute" the conversation (keep the Sales Agent from qualifying the lead)
• Type in your own message to take over the conversation

*IMPORTANT: Please note the following:

• When clicking the "Mute" option, you are stopping the Sales Agent. You can unmute the Sales Agent at any time by clicking on the ellipses in the lead's profile, followed by Unmute AI Sales Assistant.
• 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 Sales Agent. This does not include automatic content sent out via Smart Plans.

What if a lead unsubscribes on a Sales Agent email?

If a lead clicks the unsubscribe option on an email sent by the Sales Agent, they will only unsubscribe from emails sent from the sales agent's email address. The lead can still be sent other automated emails, smart plan emails, and manual emails. The Sales Agent can also still send text messages to the lead. 

If the lead is moved into the Do Not Contact (DNC) pipeline stage, they will automatically be unsubscribed from all communications from the Sales Agent.

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 chat with us through your Lofty CRM.