Introduction
What Can AI Sales Agent Call About?
AI Sales Agent currently supports outbound calls for two primary scenarios:
Calling Leads
AI Sales Agent can call leads to continue conversations, follow up on interest, and gather important information when a phone conversation may be more effective than text or email. This helps increase engagement during high-intent moments when immediate interaction matters most.
When the Sales Agent calls the Lead
The Sales Agent will call Leads that fall under the following scenarios.
- New Leads
- When you receive a new lead that meets the Sales Agent enrollment criteria, the Sales Agent will reach out by phone call first, then send a text or email if the lead does not pick up.
- The Sales Agent will not engage new leads that are imported via CSV.
- When you receive a new lead that meets the Sales Agent enrollment criteria, the Sales Agent will reach out by phone call first, then send a text or email if the lead does not pick up.
- Leads who ask for a call
- If a lead that is enrolled in the Sales Agent specifically asks for a phone call.
- Leads that you ask the Sales Agent to call
- You can tell the Sales Agent directly to call a specific lead.
When the Sales Agent WILL NOT call the Lead
The Sales Agent has some guardrails that prevent it from calling some leads. The Sales Agent will not call leads that fall under the following scenarios.
- Leads who have opted out of receiving phone calls
- The Sales Agent will not call a lead with a Do Not Contact phone number or if the lead has opted out of receiving phone calls.
- Lead who are not enrolled in the Sales Agent
- The Sales Agent will not call dormant leads or any leads it is not already monitoring.
- Call hour limitation
- The Sales Agent only calls leads between 8 AM and 9 PM in the lead's local time, Monday through Saturday.
- It never calls on Sundays or on US federal holidays.
- When the Sales Agent picks the call time itself, it calls between 10 AM and 7 PM, aiming for 11 AM to 2 PM first and 5 PM to 7 PM second, when leads are most likely to pick up.
- If the lead or you ask for a specific time inside calling hours, it calls at that time.
- These calling hours are the same for every account and can't be changed. Your working hours don't affect them.
- One call per day
- The Sales Agent cannot call the same lead more than once per 24 hours.
Calling Agents
To expedite notifying you about lead actions, the Sales Agent can call you directly.
When the Sales Agent calls you
- Booking Approval
- When a lead proposed a specific time to meet, tour, or talk.
- The Sales Agent calls you to relay the time and get your go-ahead before it books anything.
- You can approve, give a different time, decline, or take the lead over yourself.
- The Sales Agent never picks a time on its own
- The Sales Agent only calls you during your working hours (8 AM to 8 PM unless you change them). Anything that comes up outside your working hours waits until they start again.
- You will get a text recap of the call.
all other notifications, such as new leads, status updates, and escalations, come to you as text.
How It Works
- AI Sales Agent identifies a situation where a voice conversation may be beneficial.
- AI initiates an outbound call to the lead or assigned agent.
- The conversation is processed and summarized by AI.
- Call details become part of the lead's communication history for future reference.
Viewing Call History
You can view all Sales Agent activity in Sales Agent settings > Activity. The conversation history includes communications across:
- SMS
- Website Chat
- Calls, including call summaries and recordings
- Appointments Sales Agent has set for you
- Lead Profiles Sales Agent has updated for you
- Property Alerts Sales Agent has created or updated
This provides a complete timeline of interactions between the lead, the human agent, and AI Sales Agent in a single location.
Enable or Disable AI Calling
You can control whether AI Sales Agent places outbound calls.
To manage calling settings:
- Navigate to Sales Agent Settings.
- Select Edit Profile.
- Locate the Call setting.
- Turn calling on or off as needed.
In Sales Agent settings, under Edit Profile > Call, you can choose from 10 voice options, each with a preview available. If you change the Sales Agent's voice, the voice change takes effect on the sales agent's next call.
A free-text box, up to 1,000 characters, lets you enter call preferences or a script. This text is passed to the Sales Agent as-is, as extra guidance for how it should sound and what it should focus on during calls.
Two entry points, in the Sales Agent settings detail panel and in Edit Profile, let you enter your own number and receive a real call back from the Sales Agent. The Sales Agent treats the you as the lead on that call, using whichever voice and call script are currently selected.
- Test calls are limited to 20 per hour per account, and only calls that connect count against that limit.
- Your Sales Agent must have a virtual phone number to test the call functionality.
How to manually trigger a Sales Agent call
If you are using Lofty AOS, there are four (4) to manually ask your Sales Agent to call a lead.
After a missed call: In the Call Result panel, choosing No Answer or Voice Message shows a prompt such as “Lucy didn’t pick up? Have Anna try again later.”
After a call list session: When a Standard Call List finishes, the Call Report offers to hand any leads who didn’t pick up to the Sales Agent.
Overdue call tasks: In Dialer, hovering over the Overdue Scheduled Tasks row shows a ✦ button that hands those leads to the Sales Agent.
On the lead detail page: The Insights card has a new “Have {Sales Agent} call {lead}” button.
If your sales agent is able to make calls, the request will be sent immediately. If you do not have a Sales Agent, or if your Sales Agent is unable to make calls, you will be prompted to upgrade.
Availability
AI Sales Agent Calling is available for:
- Sales Agent Max package users
- Team users on monthly plans of $150 or more
- Subscribers to the AI Bundle - Pooled Quota model
- Sales Agent, Homeowner Agent, Social Agent.
- Sales Agent, Homeowner Agent, Social Agent.
FAQ
Can the AI's questions be customized?
Partially. You can control which topics the AI will talk about by assigning it "Skills" — that part works today. Editing the actual wording of the AI's opening message isn't something you can change yourself right now.
Can outbound AI calling be turned off?
Yes. In the AI's profile settings there's a "Call" switch that turns off just the phone-call feature, without affecting its text or email follow-ups.
How fast does the AI call after a lead comes in?
About 30 seconds by default.
What hours does it call during?
Between 8 AM and 9 PM in the lead's local time, Monday through Saturday. It skips Sundays and US federal holidays. When the Sales Agent chooses the time itself, it calls between 10 AM and 7 PM, when leads are most likely to answer. These hours are the same for every account and can't be adjusted.
What if a lead asks something the AI doesn't know (like listing details)?
The AI won't guess. Depending on a setting called "Call Forwarding," it will either offer to have someone call the lead back, or transfer the call live to the lead's assigned agent.
Can callback times be set?
Yes. Callbacks happen within the calling hours above. If a lead gives a specific time during the call, the AI calls at that time as long as it falls inside calling hours.
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.
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