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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:
June 3, 2021
ACE
Product Updates

RELEASE DATE: 4/22/2021

New Leasing Questions

  • Waitlist - If Pricing and Availability is turned off, “waitlist” is a common follow up question. Custom responses can now be created for this.
  • Military Discount - This is active for all communities, whether military or conventional.

Consolidated Leasing Questions

Due to low usage or to enhance communication, the following are now combined:

  • Utilities and Pest Control are under Covered Cost
  • Management Company is now under On-Site Management
  • Free Weights and Exercise Class are now under Fitness Center
  • Disposal, Counter Tops, Pantry and Kitchen Island are now under Kitchen Features
  • Sauna and Spa are under Hot Tub/Spa
  • Courtyard is under Property Amenities
  • Conference Room is under Business Center
  • Vaulted Ceilings is under Ceiling Height
  • Handrails is under Accessible Features
  • Meal Service is under Grocery/Food Delivery
  • Pool Water Type and Sun Deck is under Pool
  • Valet Service is under Concierge
  • Walk Score is under Neighborhood
  • Clubhouse Hours is under Clubhouse

Retired Leasing Questions

  • Child Care
  • House Sitting
  • Housekeeping
  • Satellite TV
  • Tour Guide
  • Car Wash Area
  • Door Attendant
  • Guest Room
  • Individual Climate Control
  • Club Discount
  • Framed Mirrors
  • Linen Closet
  • Skylights
  • View
  • City

Optional Military Questions

Military leasing questions are an option to add in the Admin Center. They must be requested and enabled for military communities.

For non-military properties, military leasing questions will not be visible in the Admin Center and will not be recognized by ACE.

The new standard ‘Military Discount’ question will be configurable for all communities.

Past Releases

RELEASE DATE: 4/1/2021

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.

Chatbot Style

Interaction Feedback

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.

Shake Animation Example

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.

Conversation Bubbles Example

  • Bathroom Features: This leasing question encompasses the former double sink vanity leasing question and can include additional upgrades.

  • RELEASE DATE: 3/2/2021

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

  • Allowable appointment hours as set in the LeaseHawk Admin Center
  • Available appointment slots based on third party calendar integrations
  • 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.

    Onsite Guided Tour Settings

    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.

    Floating Action Button Icon

  • Smart Home: This leasing question encompasses the former smart locks leasing question and can include Nest thermostats and more.

  • RELEASE DATE: 2/17/2021

    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.

    RELEASE DATE: 2/3/2021

  • Live-Work Unit: This leasing question addresses single unit residences that are concurrently used for residential and commercial occupation.
  • RELEASE DATE: 1/12/2021

    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.

    RELEASE DATE: 1/6/2021

    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:

  • Trigger: ACE answers a question with a status of "incomplete" (a response has not been added for the leasing question)
  • Condition: ACE has or has not collected a guest card (optional and can be set as either 'has' or 'has not')
  • Action: Collect guest card information
  • Customizable guest card collection and confirmation responses
    ACE Rules Example
    Example of ACE conversation with this rule activated:

  • Rental Prospect: "Do you have corporate housing?" (Property has not added an ACE response for this question)
  • ACE: "Sorry, I do not have any information for corporate housing. I'd like to get a few pieces of information so a leasing agent can follow up. What is your first name?" (ACE Rule is "Triggered")
  • Contact provides guest card information and conversation continues (Action)

    New Rules will be added in future releases. For more information and instructions on how to setup ACE Rules, please read this training resource: https://support.leasehawk.com/resource/ace-rules

  • In the Tags dropdown menu, you can now select multiple categories to view at once. You can also choose to "Select All" and "Unselect All" categories.

    Filter by Multiple Tags

  • A green progress bar now appears next to each tag and shows your percent of completed responses.

    Progress Bar

  • Call is now "Default". This indicates that the response entered for the question will be used across all communication channels.
  • There is now a + icon. Click this icon to add a different response for Text and Chat channels.

    Tab Names

  • Custom is now "Completed"
  • Default is now "Incomplete"

    Status Labels

  • RELEASE DATE: 12/10/2020

  • When there is no availability for a requested apartment type, ACE will assume continued interest and prompt contact to continue communication.
  • Over 90+ new training phrases added to enhance leasing and resident conversations.
  • 8 new additional tour conversation triggers.

  • Resident Policies

  • RELEASE DATE: 11/12/2020

    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.

  • Fair Housing (Response Options: We comply with all fair housing laws / We believe in building a diverse, inclusive community and will never discriminate based on race, color, national origin, religion, sex, familial status or disability.)
  • Management Company (Note: this leasing question is a locked field in the LeaseHawk Admin Center that defaults to your account/company name.
  • Senior Living & Retirement
  • Pest Control

  • RELEASE DATE: 10/14/2020

    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.

    Highlighted Variable in Pre-Loaded Leasing Question

  • W1 - W4
  • Civilian
  • Military Retiree

  • RELEASE DATE: 9/24/2020

  • E1 - E9
  • 01 - 010

  • 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:

  • Laundry Service
  • Appliances
  • Balcony
  • Sport Courts
  • Businss Center
  • Club House
  • Countertops
  • Flooring
  • Neighborhood
  • On-Site Security
  • Package Receiving
  • Parking
  • Smoke-Free
  • Transportation
  • Washer and Dryer

  • RELEASE DATE: 9/9/2020

    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.

    Highlighted Variable in Pre-Loaded Leasing Question

    RELEASE DATE: 9/1/2020

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

    Added in this release:

    Pricing and Availability

  • I'm interested in getting a place
  • I was interested in getting a place there
  • Property Transfer Intent

  • Is someone there
  • I'd like to speak to someone
  • What's the best way to get a hold of someone
  • 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

  • What is nearby
  • Is near
  • What's nearby
  • What's near
  • Things near
  • Things nearby

    Unit Amount (property size)

  • How many units
  • Amount of units

    Charging Station

  • Super charger
  • Car charging
  • Vehicle charging
  • Tesla charging

    Fitness

  • Yoga studio

    Kitchen

  • Wine coolers

    Private Yard

    Entertainment near community

  • Theaters nearby
  • Nearby bars
  • Music venues within walking distance

    Covered costs included in rent

  • Included in rent
  • Included in the rent
  • Does rent include
  • Utilities included in the rent

  • 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

  • Lock out
  • Lockout myself

    Lost and Found

  • I can't find my phone
  • My jacket is missing

  • RELEASE DATE: 8/7/2020

    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

  • Feel free to ask me other questions about leasing an apartment here.
  • How else can I help you?
  • What else can I help you with?
  • Let me know what other questions you have.
  • What else can I do for you?
  • What other questions do you have?
  • What other information can I provide for you?

    Fallback Responses

  • Sorry, I didn't get that. Can you rephrase?
  • I am not sure I understand that. Can you rephrase?
  • I don't understand. Can you rephrase?
  • I don't quite understand. Can you rephrase?

  • RELEASE DATE: 8/4/2020

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

    Added in this release:

    Hours of Operation

  • When do you open?

    Pricing and Availability

  • Do you have any houses available on...?
  • Yes, I was wondering if y'all had an apartment available right now
  • Lisa information
  • Rental home
  • Rental house
  • Rent home
  • Rent apartment

    "No"

  • None other
  • Nothing

    Transfer to Property

  • I need landlord
  • Can I speak to the landlord
  • Can I speak to an associate
  • Can I speak to the customer service department
  • Emgergency
  • Hello my name is (name), I'm trying to get in contact with (name)
  • Office
  • I need to be conntected to (name)
  • I want to speak to a manager
  • I would like to speak with a sales associate
  • Management
  • May I speak with someone
  • Speak with an individual
  • Speak with an associate
  • Tenant emergency
  • Connect to the office
  • Front office
  • I need to speak to someone in the office
  • Management office
  • Office management
  • Office staff
  • Connect me with someone to speak to
  • Customer service
  • Customer service rep
  • Yes customer service
  • Speak to a manager
  • Contact leasing office
  • Can I get me an actual person
  • Can I see what the sales associate
  • How do I contact the property

    Tranfer to Maintenance

  • Elevator for building (number) not working
  • Elevator is not working

  • 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

  • Renovations
  • Renovate

    Property Photos

  • Gallery
  • Pictures
  • Photos
  • Pics
  • Images

  • 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

  • Cancel lease
  • Quit lease

  • RELEASE DATE: 7/23/2020

    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.

    RELEASE DATE: 6/25/2020

    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:

  • Do you have a laundry room?

  • 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:

  • Complaint policy
  • Theft policy
  • Deposit refund policy
  • How to pay rent
  • Rent due date
  • Rate payment amount
  • Resident portal

  • 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.

    RELEASE DATE: 6/16/2020

    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.

  • Do you have a grill available?

  • 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:

  • How else can I help you?
  • Let me know what other questions you have.
  • Feel free to ask me other questions about leasing an apartment here.
  • What else can I help you with?
  • What else can I do for you?
  • What other questions do you have?
  • What other information can I provide for you?


    When clarification is needed, one of the following five randomized statements is used:

  • I don't quite understand. Can you please rephrase?
  • Sorry, I didn't get that. Can you rephrase?
  • Can you rephrase?
  • I don't understand. Can you rephrase?
  • I am not sure I understand that. Can you rephrase?

  • 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.