TL;DR
Incorporate any relevent disqualification criteria
Select your preferred configuration for handoffs to the assigned rep/agent
Define the activity that the Call AI will perform once a lead is qualified
To begin customizing your Qualification settings:
Login to your Structurely Account here
Choose the appropriate Call AI Agent here to view/edit
Maneuver to the "Qualification" section 👇
Disqualification Criteria
This ruleset allows you to define the circumstances (if any) in which the Call AI should gracefully end the call as the lead would be considered disqualified. 👇
If no such limitations exist for your company, that's okay! This is an optional setting and it is perfectly fine to leave your Call AI Agent with 0 criteria.
By default we will wrap up the call for leads who are not interested, leads who report that we've reached a wrong number, etc. - these options are intended more so for specific scenarios and circumstances.
Handoff Configuration
There are 2 options currently within this section:
Continue conversation after scheduling callbacks - this will help to prevent scenarios where the Call AI promptly signs off + ends the call once an appointment or future call is set (allowing the AI to continue the chat).
Be aware that this re-opens the underlying conversation/Guidelines and may lead to unpredictable outcomes.
Use Call AI for scheduled callbacks & retries - this provides a warm handoff to your agents/reps when future-scheduled calls are initiated, directly reconnecting with the lead via Call AI for scheduled callbacks or automatic retries.
This ensures that live transfer calls will not be sent to your team unless there is a live lead ready + waiting on that call!
Success Outcomes
So - now what? Your Call AI has had an awesome interaction with your lead and they seem to be a great fit, but where do things go from here?
Well, that's up to you!
Success Outcomes allow you to specify what activity should be performed by the Call AI once a lead is qualified. 👇
📞 Live Transfer Options
The dropdown for the Live Transfer Target should list all existing agents within your Structurely Homechat account as well as any/all call routing rules that may exist 👇
(more info on that Call Routing can be found here)
📲 After Call Setup
If the SMS After Call option is chosen, the AI will end the call and initiate this SMS sequence (instead of a live transfer).
This feature cannot be used if "Allow Live Transfer" is enabled.
Description: The written description of the criteria for the AI, this tells the AI how and when to mention and send the SMS.
Start Message: The message that will be spoken by the AI to the lead before sending the SMS and ending the call.
Follow-up Template: The SMS message template we will send to the lead at the end of the call.
🎉 Nice job! 🎉
It's time to hit that "Update Agent" button - the next section >>> is optional, if you wish to further customize your Call AI Agent using Advanced Settings!
Questions, comments, concerns? Let us help!
Reach out to us directly at help@structurely.com and we will get back to you!
- 🚀 The Structurely Team