Heads up! 👀 If you haven't already, be sure to check out the "Outbound & Inbound Voice Calls" page before reading through this article.
⏳ Okay, all set?
Our Live Transfer feature empowers your Structurely AI Assistant to automatically initiate a voice call (in the hopes of establishing a live transfer) when a lead "needs follow up" during your preset business hours!
🎉🎉🎉
So, what exactly triggers your AI Assistant to decide that a certain lead / conversation requires immediate follow up?
Excellent question! 🧠
If any of the following queries or urgent requests are noted by your AI Assistant throughout the course of the conversation, we will attempt to reach the assigned agent/rep by phone and start up the live transfer:
Contact - "please have someone follow up with me directly" |
Contact Phone - "I want someone to call me" |
Contact Email - "have someone email me" |
Follow Up - encompasses a range of scenarios, often utilized if a specific question is beyond the assistant's ability to answer accurately. |
Working With Colleague - "I am already working with FirstName LastName" |
Ask About Commission - "what is the commission charge to work with you all?" |
Unknown Question - another classification your AI assistant may use when encountering an unusual query. |
(Real Estate) Find Property Info - requesting specific stats or details on a certain property |
(Real Estate) Market Stats - "how is the market looking in Ames, IA at the moment?" |
(Real Estate) Find Estimated Value - "I just want an approximate home value on my current property" |
(Real Estate) Pending Sale Interest - "We were set on 333 Beech but it seems to be under contract at the moment" |
(Home Services) Ask How Soon - when someone wants to know how quickly they can be added into the project schedule |
We will continue to our standard stage notifications for all applicable Agent Follow-up scenarios, including the less time-sensitive situations not included in the list above.
As an agent or sales rep, what can I expect when I receive a live transfer call?
You will see an incoming call from your AI Assistant's number - we recommend adding this into your contacts for easy recognition! ☎️
Once you answer the call, you will hear a brief summary of the lead based on the information that the AI has collected thus far in the qualification process:
"You will be connected with {Lead Name}. This call will be recorded. {Lead Name} is interested in:
Price range of $______
Location = Ames
Beds = 3"
⚠️ As mentioned above, there does have to be an agent assigned to the lead in order for this feature to function properly. ⚠️
If not assigned, our system will randomly choose an agent based on the users within your organization that are marked "available" based on their selected hours of operation:
You can view the assigned agent & manually assign (or re-assign) an agent to a specific lead within HomeChat using this icon at the upper right-hand side of the conversation history 👇
For incoming leads via Salesforce + HubSpot we will automatically assign the contact owner as the assigned agent/rep (as long as that user's email within Structurely matches their email value within the CRM)
Similarly, incoming leads from Follow Up Boss + Boomtown will assign agents/reps based on the specified user within the CRM when possible.
All normal Structurely communications + text responses will still be sent out to the lead:
☝️ The next message will be sent simultaneously alongside
the start of the attempted live transfer.
This feature is integrated within all Structurely accounts at this time - please let us know if you do not wish to receive the live call activations and we can turn this feature off on a per-account basis.
Questions or other issues? Shoot us a message via the little floating live chat bubble in the bottom right of this page 😃
Or you can send an email to help@structurely.com and we will get back to you!
🚀 The Structurely Team