Behavioral Texting Enhancement

The Big Idea:

Behavioral texting is one of the most important features in the Ylopo nurture suite. It enables our agents to capture the low-hanging leads who engage in the home search. However, we know that one of the biggest challenges to behavioral texting is that agents aren’t always immediately available to respond to leads.  

With our latest enhancement, Ylopo will now respond to all incoming texts from leads via AI to automatically attempt to further qualify the lead and establish a relationship on your behalf! Over the last few months, we have thoroughly vetted this AI technology with over 100 clients and 10K+ lead conversations. Now you can leverage even more automation to help you grow your business and manage your time!

How it works:

AI texting will trigger automatically off of behavioral texts (meaning all of the normal rules that govern WHEN we send a behavioral text apply.

Here is an example of an AI texting conversation after a lead responds to a behavioral text:

Behavioral Text: “Hello Yvonne! I'm an assistant here with Barry Jenkins at Better Homes & Gardens RE :) Thank you for your inquiry about 5422 Campus Dr. I'd be happy to get something on my associate's calendar for you! Is there a particular time that would work well for you with regards to arranging a showing?”

Lead Response: “709 Hampshire place.. is another property I would like to look at today if possible”

AI Response: “Got it! I will pass it on to my associate that you're interested in 5422 Campus Dr and 709 Hampshire place and let them coordinate with you. I'd love to get a little more information from you if possible. Have you been pre-qualified for a loan or would you be looking at a cash payment?”

Lead Response: “Not yet, I filled it out and have not heard back.”

AI:   “It's always helpful to have financing figured out early in the process! What is your timeframe to move?”

Lead Response: “Ideally next month”

AI Response: “Gotcha! Are you already committed to an agent?”

Lead Response: “No”

AI Response:  “Perfect, we would love to work with you!”

AI Response:  I think I've got all the info down here that I need from you so far, I'll have my associate follow up with you shortly at *phone number* to make sure you're all set with the info you need ”

How to take over a conversation:

When the AI is activated you will receive a notice via text, email, and CRM note (see the FAQ section below for specifics of your CRM) of the conversation thread.  There will be a link in these messages that take you directly to Ylopo Stars where you will be able to take over the conversation in the Lead Message Inbox.

To learn more about taking over conversations, please read about Agent Texting.

When you respond to the lead directly and take over the conversation, our AI immediately stops for that conversation. However, if a lead becomes active again a few days later we will continue texting that lead. If you want to permanently opt that lead out of behavioral texting, please click “Opt Lead OUT of Behavioral Texts” in Ylopo Stars!

How to identify when a lead has been engaged by AI:

At the end of an AI conversation with a lead, we will classify the lead into THREE categories:

AI Engaged - Not Interested

In this stage, we tag the lead with AI_NOT_INTERESTED, typically this means that the lead responded negatively (“not interested”, “wrong number”, “has an agent”, etc.). We recommend you still review these leads to double-check that there aren’t missed opportunities since the AI can be wrong.

AI Engaged - Possibly Interested

 In this stage, we tag the lead with AI_ENGAGED or AI_FALLBACK typically this means the lead responded but did not answer enough questions for us to determine if they are fully qualified.  We recommend that you follow up yourself since they did respond in some way and we most likely have the correct phone number for this lead.

AI Engaged - Needs Follow Up

In this stage, we tag the lead with AI_NEEDS_FOLLOW_UP,  typically this means the lead has answered enough questions for us to determine that you should follow up with the lead immediately.  This is our hottest classification of leads and you should engage them right away!

NOTE: The tags mentioned above currently work for Follow Up Boss, LionDesk, and Firepoint. For other CRMs, we will attempt to enable tags soon depending on the limitations of their APIs.

Additionally, on the lead’s Stars detail page, you will see the AI Stage in the Lead Details Section:

Have more questions regarding how this new behavioral texting enhancement works? We answer in-depth questions (and CRM-specific questions) in the Frequently Asked Questions Section.

If you have additional questions regarding this feature please email [e-mail].