Upsmith AI
AGENTS:
Mollie: Membership Manager
Reaches out via TEXT to schedule recurring services owed from memberships - HVAC maintenances, Plumbing Maintenances, and Electrical Maintenances. Can send calls to bookings tab for live agent to complete booking.
Lenny: Leads Responder
Responds to Google LSA requests that show up on the Google Dashboard, via TEXT. Can send calls to bookings tab for live agent to complete booking.
Ellie: Estimate Closer
Reaches out to customers with unsold estimates via TEXT for follow up to ask questions good and bad about experience
Victoria: Voice Agent
Triangle ONLY. Overflow voice AI that handles all overflow calls for Triangle. Can send calls to bookings tab for live agent to complete booking.
Using the dashboard
www.upsmith.com - press login (top right corner)
Ask that a MAGIC LINK be sent to your e-mail and follow the instructions that are sent over. They will mail you a link that you can click or copy and paste into any browser.
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Once you are logged in - please select the appropriate location from the drop down in the upper left hand corner and then select conversations.
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CSR's seated at each location are primarily responsible for making sure conversations marked as "needs attention" are handled swiftly! Other locations are open as well - but focus on 'home' location first.
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​You can use conversation filters to narrow down the conversations that need human intervention.
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​CSR's: Please focus on the conversations from MOLLIE and from LENNY.
These will be mostly booking requests :)
Mollie and Lenny can both send jobs to the bookings tab in Service Titan for an agent to complete the booking and get the job on the schedule
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For conversations that are marked as "needs attention" with Ellie:
Click into the escalation bubble
Using the drop down towards the bottom of the screen - select the appropriate ISR to assign the conversation escalation to and hit changes.
Luis Uriostegui: Blaze Triad, Blaze Triangle, and Renfrow
Marlon Cruz: Beach Air, Blaze Cape Fear, and Coastal Home Services
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An e-mail notification will then be sent to the appropriate ISR so they can follow up and resolve quickly.
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