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Now that you have Knock's virtual agent enabled, what does this process look like for you?
Knock will create a user account for your virtual agent:
When a lead contacts the community, there are two workflows that the virtual leasing agent can assist with.
First Line of Defense (Knock virtual agent - > Leasing team)
100% of calls get answered during and after hours
Callers don’t have to wait for a call to be “missed” by agents and then sent to the AI
Callers can ask for a human if needed
Last Line of Defense (Leasing team - > Knock virtual agent)
During business hours, the leasing team has the chance to answer the phone, but if missed, the caller will flow straight to the virtual leasing agent
After hours, calls will go directly to AI
Callers potentially have to wait for the team to “miss” the call before being helped
Can only ring for 6–30 seconds before being transferred to AI
Any information that is collected from the call will be entered in the guest card.
This can contain the following information:
Profile details (name/phone #)
Agent Rollover (Knock -> RealPage Contact Center)
- Available when the Agent Rollover option is enabled in the Virtual Agent menu of the Admin dashboard.
- The call will be transferred to RealPage Contact Center if the virtual agent is unable to assist or the caller requests to speak with an agent.
Further information required || Next Steps
If the lead asks to speak to the onsite leasing agent, the following workflow will occur.
The lead will be transferred over to the office and will appear on the knock dashboard as an inbound call.
The virtual agent will still populate all information gathered before transferring the call.
** If the onsite team is unavailable for the call-The guest-card will appear under "Needs first contact" with a status of "New". Notifying the leasing team that the lead is requesting further assistance.