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Product Updates: ACE™ Virtual Leasing Assistant

Check out what's new with ACE, your virtual leasing assistant, and the LeaseHawk Admin Center.

Last Update:
January 9, 2024
ACE
Product Updates

RELEASE DATE: 12/4/23

Appointment Arrival Notice

ACE can now recognize when prospects communicate about arriving or running late for a tour. To assist prospects, ACE will transfer callers to the property or provide the property's phone number if prompted on chat or text.

How to Customize

  1. Log into the LeaseHawk Admin Center.
  1. Click on the Tour Options dashboard, located in the left-hand navigation menu.
  1. Scroll down to the Tour Questions section.
  1. Customize the related prompts and ACE Rules.
  1. Click the orange Save button (located in the top-right corner) then click publish.

Examples

Chat - Arrival

Voice - Arrival

Chat - Late Arrival

Voice - Late Arrival

RELEASE DATE: 12/1/23

Lead Recapture

ACE can now recapture leads that abruptly end calls! With this feature, ACE will send a friendly text to hang-up callers to offer support, answer questions, and/or collect a guest card. To add the ACE Text channel to your site(s), please reach out to your LeaseHawk Sales Representative or email sales@leasehawk.com for pricing.

RELEASE DATE: 11/17/23

New Voices

ACE sounds more human than ever. Your sites have been automatically upgraded to the world's newest voice technology. You'll notice more human-like intonation creating an engaging and interactive experience for your renters. To preview your site(s) ACE voice, visit the General dashboard in the LeaseHawk Admin Center.

RELEASE DATE: 11/15/23

Exit Tour Flow

ACE can now cancel the tour flow for users who accidentally trigger this intent or change their mind. When a renter attempts to end the tour flow, ACE will now say, "Okay!" and provide a general call-to-action response, such as, "Do you have any other questions?"

RELEASE DATE: 11/10/23

Optimal Move-In Date Logic

ACE is better than ever at suggesting move-in dates. Now, if a prospect asks for a specific move-in date, time range, or window ACE will provide an Optimal Move-In Date in her response.

To learn about this logic, please read our training article, ACE Pricing and Availability Logic and Settings.

RELEASE DATE: 11/9/23

New Tour Names

ACE's tour options have new names! Each of the four tour types now have simplified names that align with common references used by prospects.

  • On-Site Guided Tour is now In-Person Tour
  • Virtual Guided Tour is now Video Call Tour
  • On-Site Self-Guided Tour is now Self-Guided Tour
  • Virtual Self-Guided Tour is now Virtual Tour

For details about how ACE schedules tours, please read this How-To Guide: ACE Tour Scheduling Settings.

RELEASE DATE: 11/6/23

New Integration: RealPage LRO, Yieldstar, and AIRM

ACE now seamlessly integrates with RealPage revenue management solutions! This integration provides prospects with a rich pricing and availability experience, and delivers daily dynamic pricing updates based on unit type, move-in date, and lease term.

To learn how this integration enhances ACE, check out the ACE Pricing and Availability Logic and Settings training article.

RELEASE DATE: 10/24/23

Declare Chatbot Location

Need more customizable ways to install the ACE chatbot on your website? You can now declare where the ACE chatbot gets inserted within a webpage's HTML from the chatbot script.

Check out our training guide, Setup Instructions: ACE Chatbot for details.

RELEASE DATE: 10/12/23

Tour Redirect

ACE can now redirect users to an external system to complete tour appointments. This gives you the flexibility to use your favorite tour scheduling system while still sending important tour data back to ACE. For tour redirect instructions, please read this How-To Guide: ACE Tour Scheduling Settings.

Quick Reply Styling

You can now customize Quick Reply styling in the LeaseHawk Admin Center. This includes the border, text, and background colors of your Quick Reply buttons—individually or globally!

Check out the ACE™ Conversation Starters, Buttons, and Variables training guide for instructions and more details about Quick Replies.

RELEASE DATE: 10/9/23

Best Practices for Disabled Tours

Do you have tours disabled for any of your sites? If so, be sure to turn on an ACE Rule to collect a guest card instead! This will ensure any potential prospects that are interested in your community don't fall through the cracks. Tip: This is a default rule that can be easily turned on using the ACE Rules Library!

This rule will be automatically turned on for any new sites that activate ACE in the future. For instructions, please check out this How-To Guide: Create and Add ACE Rules.

RELEASE DATE: 9/21/23

Caller Affirmation

Sometimes callers need a little affirmation when contacting your property. Now, if a caller asks, "Can you hear me?" ACE can recognize this and respond reassuringly.

Example: 

During the opening 

  • Prospect: Can you hear me? 
  • ACE: Yes, I can hear you. Let me know what other questions you have.

After the opening 

  • Prospect: Can you hear me? 
  • ACE: Yes, I can hear you. [Repeats Previous Response] 

RELEASE DATE: 8/16/23

New Carousel Card Design

The ACE chatbot now has an updated carousel card design. The new design features an easy-to-read display, relevant move-in and unit availability information for your prospects, and lease options on the card face.

RELEASE DATE: 8/8/23

ACE Rules

View, Edit, and Delete from the Response Editor

You can now view, edit, and delete ACE rules directly from the response editor of any leasing or resident question. Read the How-To Guide: Create and Add ACE Rules to learn more.

Quick Replies

Manage Global Quick Replies from the General Dashboard

Manage your global Quick Replies in one place! To manage, visit the General dashboard in the LeaseHawk Admin Center and scroll down to the Phrases section. Your global Quick Replies appear after ACE's opening greeting, leasing and resident question responses, and most major flows. To learn more about Quick Replies and setup instructions, please check out the ACE™ Conversation Starters, Buttons, and Variables training guide.

RELEASE DATE: 6/28/23

ACE Voice for Residents

Provide your residents with a designated VIP phone number! This phone number can be configured with the routing rules of your choice; additionally, when ACE answers it will read a special Resident greeting. To customize, visit the Resident Questions Dashboard in the LeaseHawk Admin Center. To request a resident phone number, please reach out to your LeaseHawk Client Success Manager or email support@leasehawk.com.

Quickly Add Property Variables

Quickly add property variables into your ACE responses! Simply start typing " (( " to see the property variables dropdown. From the dropdown, select the property variable you would like to add and it will be inserted automatically. To learn more about ACE property variables, check out the ACE™ Conversation Starters, Buttons, and Variables training guide.

RELEASE DATE: 6/15/23

Apartments.com Chat Integration

LeaseHawk is the official AI partner of Apartments.com! The partnership brings a fully integrated ACE chat experience to your Diamond, Diamond Plus, Platinum, and Platinum Plus ad-level property listings. Check out the press release to learn more about the partnership. To activate ACE chat on your listings, please read the Apartments.com Help Center Guide.

Property Variables

Property variables are now available in the LeaseHawk Admin Center. Insert property variables into your ACE responses to dynamically provide values, such as phone numbers, fees, and more. To activate the Property Variables dashboard, please reach out to your LeaseHawk Client Success Manager or email support@leasehawk.com. To learn more about ACE property variables, please check out the ACE™ Conversation Starters, Buttons, and Variables training guide.

Clone Site Data: General Dashboard

You can now quickly copy site data from your General Dashboard to save time when setting up multiple sites. For instructions on how to clone site data, please read this How-To Guide: Clone ACE Responses.

Embed Google Maps in ACE Chat

Embed Google Maps into your ACE chat responses to enhance your "Things Nearby"responses. By adding Google Maps, you can provide renters with a visually engaging experience to learn about your property's neighborhood. For instructions, check out this helpful How-To Guide: Add Google Maps to ACE™ Chatbot Responses.

New Leasing Question: Guest Housing

ACE's training has been extended for the Corporate Housing leasing question to include Guest Housing and short-term stays. Examples of how renters may ask this question:

  • Can I do a corporate stay?
  • How can I book an overnight stay?
  • Do you have a short term stay?

RELEASE DATE: 5/15/23

ACE Quick Replies

You can now customize Quick Replies in the LeaseHawk Admin Center. A quick reply can be setup for any Leasing Question, Resident Question, or prompt and will appear after the question's response or prompt is provided. To learn more about Quick Replies and setup instructions, please check out the ACE™ Conversation Starters, Buttons, and Variables training guide.

RELEASE DATE: 4/17/23

New ACE Chatbot URL Options

Learn new best practices to add ACE on your property listings, email, and more. Follow Setup Instructions: ACE Chatbot URL to add an ACE script to your Property Website URL. We recommend this as a best practice and replacing any existing custom ACE URLs that are currently in use.

New Leasing Question

RELEASE DATE: 1/30/23

Work Order Enhancements

Capture and Process Work Orders on ACE Voice

ACE can now capture work order details from renters over the phone—with no integration needed! When a renter calls with a maintenance issue, ACE will capture the details and send an email to the property manager. ACE will then text the renter informing them that the work order has been submitted and someone will be in touch with them soon.

Example of ACE email notification sent to the property manager:

Example of ACE text message sent to the renter:

Collect Guest Card Before Pricing & Availability

You can now choose for ACE to collect a guest card before providing pricing and availability information. When enabled, and a prospect requests pricing and availability, ACE will collect a guest card from the prospect before providing the information. To activate this feature, visit the Pricing & Availability dashboard in the LeaseHawk Admin Center then toggle the "Pricing and Availability Information" and "Collect Guest Card Before Pricing Availability" to the on position.

This feature works for properties with integrated or manual Pricing & Availability.

Example of ACE chat response:

RELEASE DATE: 1/25/23

Sister Site Recommendations

Recommend Sister Properties When Room Type is Unavailable

ACE can now offer a sister property recommendation when a prospect's preferred room type is not available. This is a great way for prospects to continue their home search within your company's portfolio to find their perfect match. Read the How-To Guide: Add ACE Sister Property Referrals for more details and setup instructions.

ACE Quick Requests

Pricing & Availability

Pricing & Availability details have been added to ACE Quick Requests! When the details are provided in your URL, and a renter clicks on the URL, ACE will capture that information and not ask the user to provide it again. For instructions, check out the ACE Quick Requests how-to guide.

Admin Center Quick Save Hotkey

Save your changes faster in the LeaseHawk Admin Center! You can now use Control/Command + "S" to save changes in the Admin Center. Once you press the "Control + S" keys on your keyboard, a confirmation will appear asking you if you want to save your work.

RELEASE DATE: 1/13/23

ACE Rules Library

View Library Menu

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

Instructions:

  1. Navigate to the ACE Rules dashboard in the LeaseHawk Admin Center.
  1. Select the View Library menu.
  1. Select the rule(s) you would like to create from the templates and click Add. Then, customized the rule however you would like.

Preview Rules

You can preview an ACE Rule from the Library to easily see its functionality.

Instructions:

  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 for the rule you'd like to preview.

For more information about ACE Rules, check out the How-To Guide: Create and Add ACE Rules.

Collect Guest Card when Transfer is Disabled

For Live Agent Transfers

ACE can collect a guest card instead of transferring to a live agent. To activate, follow the instructions below to disable Live Agent Transfers:

  1. Navigate to the General dashboard of the LeaseHawk Admin Center.
  1. Turn the toggle to the "on" position for "Collect Guest Card in Place of Transfer".

For Maintenance Transfers

ACE can collect a guest card instead of transferring to the maintenance number. To activate, follow the instructions below to disable Maintenance Request Transfers:

  1. Navigate to the General dashboard of the LeaseHawk Admin Center.
  1. Turn the toggle to the "on" position for "Collect Guest Card in Place of Transfer".

Example

Here's an example of a renter requesting to be transferred to a maintenance number, but Maintenance Request Transfer has been disabled and the collect guest card is toggled "on".

Work Order Enhancements

Send Emergency Work Order Emails

ACE will now send an email notification anytime a renter requests an emergency work order. The email is sent to the "Emergency Work Order Email Address" that is designated by you. If this field is blank, an email will not be sent.

The following details are included in the email notification:

  • Voice Recording
  • ACE Transcript
  • Problem Description
  • Callers Phone Number

To activate, please follow these instructions:

  1. Navigate to the Work Orders dashboard in the LeaseHawk Admin Center.
  1. Enter a valid email address into the field, "Email address for emergency transfer notifications"

Collect Emergency Work Order Description

When a renter requests an emergency work order, ACE can capture a description of their problem before transferring them. When enabled, ACE will capture the description before transferring the renter to the maintenance number.

Instructions:

  1. Navigate to the Work Orders dashboard in the LeaseHawk Admin Center.
  1. Toggle on "Collect problem description before emergency Work Order transfers"