Prospects can rate and provide feedback on their interactions with ACE chat. Admin Center users can turn this feature on or off for each property at any time in the chatbot style dashboard. Data collected is analyzed and used to train ACE to improve the chat experience.

Your default or custom ACE chat icon and pop-up message can now be animated with a shake or a bounce by using LeaseHawk-provided code snippets. Once your website opens, the animation loads after a two-second delay. The animation will happen twice to capture the attention of your website audience.

The ACE chat experience now offers guided conversation bubbles after most responses, in addition to the beginning of the chat. Prospects may select the conversation  bubbles for questions or quick replies. The option to type freeform questions and responses is also available. This enhancement is available in all chats and does not require any set up or enablement.

ACE can provide appointment availability and schedule appointments based on one of two setup options:

For properties using third party calendar integrations, ACE will now only set appointments based on the third-party calendar. Appointment hours cannot be set in the LeaseHawk Admin Center and will no longer show as an option.

The Onsite Guided Tour Appointment Window (how many days out a tour can be scheduled) and the Tour Time Buffer (the amount of time between the conversation and the soonest time a tour can be scheduled) must be set up in the Admin Center for both options.

New Chatbot Feature: Custom Floating Action Button.

In addition to the ACE default icon, properties now have the option of selecting a custom or animated icon for the floating action chat button placed on their property website.

Chat buttons can be customized and resized in the Chatbot Styles dashboard. All common image file types are supported, including animated gifs, JPG/PNG or SVG files.

Images must be no larger than 2MB. Please read How-To Guide: Customize the ACE Chatbot Button for further instructions.

Properties can now offer prospects the option to text with ACE for answers on pricing, availability, general leasing questions and to schedule tours.

Callers routing to the property through a LeaseHawk tracking number are presented with an Interactive Voice Response (IVR) system where they can choose to speak to a leasing professional or continue via texting. By opting for text, implicit permission is given for ACE to continue the conversation via text messaging. When the caller selects the text option, the call will end automatically, and a greeting text will be sent with an opt-out disclaimer.

The text opening phrase and responses are set up in the LeaseHawk Admin Center and can be customized or mirror ACE voice responses. The IVR ending, invalid or blocked phone number, and opt-out messages can be customized by request. Please email support@leasehawk.com or reach out to your LeaseHawk Client Success Manager.

Admin Center users can now simplify set up of additional properties by using a cloning feature.

Often, properties have the same policies, fees, specials, and amenities. The cloning enhancement allows Admin Center users to select specific questions and the associated responses at one property and add them automatically to all or select properties. Locked fields that are property-specific, like phone number, address, directions, or email address cannot be cloned.

For instructions on how to clone ACE responses, please read this training resource: How-To Guide: Clone ACE Responses.

ACE recognizes changes to a prospect's preferred appointment time during confirmation. If a contact changes their mind about the time or date during the appointment confirmation, ACE will immediately adjust to the new request.

ACE Rules is a new feature allowing users to customize how ACE interacts with contacts by setting up "If / Then" mappings in the LeaseHawk Admin Center. In the new ACE Rules dashboard, users choose 'Triggers' (the If part), 'Conditions' (optional scenarios) and 'Actions' (the Then part) to create custom rules. This feature optimizes ACE's capabilities and allows more flexibility for properties to tailor ACE to meet their unique needs.

The first Rule went live in this release and increases opportunities for guest card collection:

Customizable guest card collection and confirmation responses

Example of ACE conversation with this rule activated:

If an appointment time is not available due to being requested within the preset tour time buffer, the next available appointment time slot outside of the time buffer will be offered.

A guest card is created when ACE identifies a prospect by collecting both contact information (phone number and/or email address) and leasing intent through pricing and availability inquiries or leasing questions. Now starting a tour also triggers prospect identification.

ACE chat and text channels can now be set up to request phone number and/or email address.

You can now export ACE's leasing questions and answers to an Excel spreadsheet in the LeaseHawk Admin Center. To export, click on the vertical three-dot ellipsis (a.k.a. meatballs menu) located next to the save button to export leasing questions and answers for easy reference.

Select leasing questions in the LeaseHawk Admin Center have been consolidated. This makes it faster for you to customize responses and provide relevant information for prospects. Here's the full list of consolidated leasing questions:

The ACE chatbot can be added to your property website, Facebook, Google My Business, and other ILS marketing websites. Learn how to set up this feature here: https://support.leasehawk.com/resource/ace-url-setup

In the LeaseHawk Admin Center, each leasing question comes with a set of pre-loaded response options. You can choose to use these responses for your virtual leasing assistant, or customize as needed to fit your individual business needs. Some pre-loaded responses will now show a yellow-highlighted variable as your cue to customize this particular piece of information in the response.

ACE has learned new ways to recognize pricing and availability, and property tranfers from prospects.

Added in this release:

Pricing and Availability

Property Transfer Intent

ACE is dynamic and always learning how to answer new questions from prospects. Be sure to customize ACE's answers to new leasing questions in the LeaseHawk Admin Center. In the Admin Center, select the Leasing Questions tab and choose New under the Type drop-down.

Added in this release:

Points of Interest/Things Nearby

ACE is dynamic and always learning how to answer questions from residents. Be sure to customize ACE's answers to new resident questions in the LeaseHawk Admin Center. In the Admin Center, select the Resident Questions tab and choose New under the Type drop-down.

Added in this release:

Locked Out

ACE's conversational skills have been enhanced with response variations. Now, ACE will randomly rotate amoung a variety of responses after it answers a leasing question. This avoids repetition and increases user engagement. Here's a list of ACE's response variations:

Call-to-Action Responses

ACE has learned new ways to recognize certain leasing questions from prospects.

Added in this release:

Hours of Operation

ACE is dynamic and always learning how to answer new questions from prospects. Be sure to customize ACE's answers to new leasing questions in the LeaseHawk Admin Center. In the Admin Center, select the Leasing Questions tab and choose New under the Type drop-down.

Added in this release:

Renovated Units

ACE is dynamic and always learning how to answer questions from residents. Be sure to customize ACE's answers to new resident questions in the LeaseHawk Admin Center. In the Admin Center, select the Resident Questions tab and choose New under the Type drop-down.

Added in this release:

Lease Termination

After 55 minutes of inactivity, a pop-up will appear asking if the user would like to refresh their session and continue working.

After one hour of inactivity a pop-up appears alerting the user that the session has expired and any updates that haven't been saved will need to be repeated. Users will need to log in to continue working in the Admin Center.

The timeout clock starts ticking when the user is not actively working in an Admin Center screen.

It is important to save all changes and publish your work.

Rich text is now available for customizing chatbot pop-up messages.

The latest leasing questions for ACE can be found here, in the Product Updates resource. You can also find them and customize your answers in the LeaseHawk Admin Center. Simply select the "Leasing Questions" setup tab and choose 'New' under the 'Type' drop-down. New questions are color coded in orange and tagged as 'New.' After 30 days, the 'New' tag will drop off.

Added in this release:

Use the 'Type' drop-down and select 'Frequently Asked' to find the top questions people are asking ACE. Use this information to ensure your responses are providing the most complete information for these FAQs and consider adjusting your marketing to address popular topics.

ACE administrators can select the new 'Resident' setup tab to customize responses to seven resident related questions. Provide custom answers or add links in these responses to direct residents to the best resource for their needs. New resident question prompts:

To aid in communication, ACE says each alphabetic letter when the prompt is set up with all capital letters. The only exception is state abbreviations. ACE will recognize and pronounce the state name for recognized two-letter state abbreviations. Example: AZ will be spoken as 'Arizona.'

Notification emails are sent when ACE collects guest card and appointment information. Both email notification types will include a link to the communication transcript. This gives the leasing team valuable conversation history to refer to when making the follow-up call. The link expires after 30 days.

ACE is dynamic and always learning new skills to enhance the way it communicates through voice, chat or text. The latest leasing questions learned can be found here. You can also find them, and customize your answers, in the LeaseHawk Admin Center. Simply select the "Leasing Questions" set up tab and choose 'New' under the 'Type' drop-down.

When talking to prospects, sometimes clarification is needed and sometimes ACE just wants to ensure all questions are answered. To keep the conversation going, it now randomizes between the following seven responses during the chat and voice conversations:

When prospects chat with ACE, they can refresh the chat to start the conversation over. They can also copy the conversation for their records. Try this feature out by clicking the three-dot menu button in the top-right corner of the chat window on your property website.