The process for capturing a new lead will vary based upon the IVR system in use. 

• AIVR - requires manual lead creation for new leads in Ease Connect
• Voice Ai - automatically creates new leads for unknown callers expressing sales prior to escalation to a call

AIVR Lead Creation

1. New potential leads will come through the system as Unknown callers when calling/texting in.

2. After the alert has been answered, the call will be dialed into with the customer. Read the suggested greeting, review the Ai call summary, and close the prompt.

3. To create a lead for an unknown caller, select Create a New Lead. 

2. Input the lead information: First Name, Last Name, Marketing Information, and optional Email Address, then select Create Lead. 

Note, if the lead has called in from the wrong location, you can select a different site by clicking the dropdown in the Facility field.

3. The phone number and name will now be associated with the newly created account. From here you can select View PMS to proceed to the property management system for unit selection, reservation, and/or move in.

Voice Ai Lead Creation

1. Read the suggested to the customer and review the details of the Ai summary regarding the conversation with Amber. 

2. The lead will already be created in the system. If the customer provides their name that will be captured at lead creation as well.

Select View PMS to proceed with lead, reservation, move in related functions in the PMS. 

Unknown Number Customer Lookup

If a customer has called in from a number not primary to their account, you may use the customer look up option to locate their existing account. 

1. Select Look for an existing account.

2. Search by the customer's phone number. This must be the primary number associated with the account.

3. Locate the correct account and select it to connect to the existing tenant account. Please see Switching Accounts article for more information on this feature. 

Important Notes:

1.  Leads can be transferred to another site when needed. See Lead Transfer section for details on this feature. 

3. Some in call functionality will be access during the call, even before the lead has been made These include:

1. Facility information - facility info can be seen by clicking the facility icon
2. SMS functionality - text messages can be sent and received 

3. Functionality that will not be available until after the lead has been made:

1. View PMS - you cannot connect to the PMS from EC until the lead has been made
2. Customer notes cannot be put into EC until the lead has been made
3. Payment, Move Out, and Access links cannot be sent until the lead has been converted to a rental (these require an active tenant account)