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How-To Guide: Create and Add ACE Rules

Follow the instructions below to learn how to create your own ACE™ Virtual Leasing Assistant custom rules.

Last Update:
August 9, 2023
How-To Guide

What are ACE Rules?

ACE Rules are configurable rules to customize how ACE interacts with prospects. It gives you the power to create your own "If \ Then" mappings to control how ACE handles certain situations while conversing.

To view, edit, and add rules, go to the LeaseHawk Admin Center ( and click on the ACE Rules dashboard.

Alternatively, you can also view, edit, and add rules directly from the response editor.

  1. Go to the LeaseHawk Admin Center (
  1. Select a dashboard: Leasing Questions, Resident Questions, or General.
  1. Locate a leasing or resident question you'd like to add a rule to, then click on the "+" icon.
  1. Select Add ACE Rules.
  1. View, edit, and add rules from your new Rules tab.
  • Note: The Rules tab will automatically appear if there is an existing ACE Rule associated with that response. Simply click the tab to view, edit, and delete the rule.

Create an ACE Rule

Follow the steps below to create and add a rule:

  1. Click the orange + Add Rule button.

  1. Choose a Trigger in the dropdown.
  • A Trigger is what activates an ACE rule.
  • Think of it as the "If" in your "If / Then" mapping when creating a rule.

  1. (Optional Step) Add a Condition by clicking + Add Condition.
  • A Condition helps you to refine your Trigger if needed.

  1. (Optional Step) Some Conditions will have available options to choose by clicking on the blue selectable text.
  • For example, you can click on the selective text to see available options that tell ACE to collect a guest card if ACE has or has not collected a guest card already.

  1. Choose an Action in the dropdown.
  • An Action is the response that ACE will provide.
  • Think of it as the "Then" in your "If / Then" mapping.

  1. (Optional) Some Actions will give you the ability to customize a certain response for ACE.
  • For example, if Collect Guest Card Information is selected as the Action, you can write the Collect Guest Card Response and Collect Guest Card Confirmation Response for ACE, or simply use the responses that are provided, depending on your needs.

  1. Click the orange Save button in the upper left-hand corner of the screen.

  1. Click Publish.

View, Edit, and Delete ACE Rules

View your active ACE rules:

  • In the LeaseHawk Admin Center, click on the ACE Rules dashboard.
  • Your active ACE rules will appear, and will show the rules' Trigger and Action.
  • If you do not have any active ACE rules, you will see a message that says, "No ACE Rules have been setup yet! Add your first ACE Rule above."

Edit an existing ACE rule:

  • Select the orange pencil icon located next to the rule that you would like to edit.

Delete an ACE rule:

  • Select the red trash icon located next to the rule that you would like to delete.
  • Click Publish.

ACE Rules Library

Library Menu & Preview Rules

Add ACE Rules faster! From the ACE Rules dashboard, use the "View Library" menu to load pre-defined ACE Rules. A pre-defined rule can be added from the Library and then customized as needed.


  1. Navigate to the ACE Rules dashboard in the LeaseHawk Admin Center.
  1. Select the View Library menu.
  1. Click on the gray "eye" icon to preview a rule before adding it.
  1. Select the rule(s) you would like to create from the templates and click Add. Then, customize the rule however you would like.

Common ACE Rule Configurations

Request a Guest Card for Leasing Team Follow-Up

If ACE responds with an "Incomplete" (i.e. non-customized response) to a leasing or resident question, this rule will trigger ACE to collect a guest card, so your leasing team can follow-up and provide a detailed response for the prospect or resident. To do this, use the rule mapping below:

  • Trigger: ACE answers a question with a status of "incomplete".
  • Condition: ACE has not collected a guest card.
  • Action: Collect Guest Card Information.
  • Collect Guest Card Response: I would like to get a few pieces of information from you so a leasing agent can follow up with you.
  • Guest Card Confirmation Response: Thank you, a leasing agent will be in touch with you soon.

Some benefits of using this ACE rule include:

  • For new ACE clients, you may be able to achieve an earlier go-live date.
  • Collect more guest cards on chatbot conversations.
  • Provide your prospects with another outlet to get their questions answered.
  • Give your prospects assurance that additional information is forthcoming, if ACE was unable to provide a detailed response.

Offer to Text Details

Use the "Offer to Text Details" action to text users links to your application, waitlist, resident portal, property website, and more. This action provides more flexibility in providing callers with detailed information and, for the chatbot, a greater opportunity for collecting guest cards.

For example, if a prospect asks for "specials," ACE can say, "Our specials are changing all the time. Would you like me to text you the link to our latest offers?" To do this, use the rule mapping below:

  • Trigger: ACE responds with: Specials or Website
  • Condition: User is on the Call Channel [Note: This action has an inherited condition to never trigger on the text channel]
  • Action: Offer to Text Details
  • Text Offer: Would you like me to send you the link?
  • Text Sent Confirmation: Ok, you should see a text message soon.
  • Choose Your Text Response: [Choose: Use Current Response or Custom Text Message]

When “Use Current Response” is selected ACE will text the user the prompt that triggered the rule. Looking at the example above there are two prompts (Specials or Website) that can trigger the ACE rule. If the user requests "Specials" then ACE will text the user the text response for Specials.

If “Custom Text Message” was selected in the same example, then the same text would be sent out regardless of what prompt triggered the ACE rule.

Request Guest Card When Tour and/or Pricing & Availability are Disabled

If your property is at full occupancy and you currently have Tours and/or Pricing & Availability disabled for ACE, you can use the "Tour Disabled" and/or "Pricing and Availability Disabled" triggers to collect a guest card to improve your prospect experience.

  • Trigger: ACE responds with: "Pricing and Availability Disabled" or "All Tours Disabled"
  • Action: Collect Guest Card Information
  • Collect Guest Card Response: Unfortunately, our community is currently at full occupancy. But, I would like to get a few pieces of information from you, so a leasing agent can add you to our waitlist.
  • Guest Card Confirmation Response: Thank you, a leasing agent will be in touch with you soon.