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 book calls into the basement.
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
Overflow voice AI that handles all overflow calls for LSA calls. Can book calls and open escalations in Upsmith for a live agent return call. Classify calls using your name.
Andy: Appointment Confirmation Agent
Reaches out to customers via TEXT to confirm next day appointments. ​
Sally: Membership Sales
Reaches out to customers via TEXT to offer memberships. If customers are interested, please call to provide more details and sell a membership! ​
Carley: Cancellation Recovery
Reaches out to customers to try and save cancelled calls. Very important to get cancellation reason initially so that Carley reaches out when appropriate.
Sunny: Happy Call Agent
Close the loop after a completed job — collect reviews, surface rebook intent, and catch silent dissatisfaction. Assign tasks in Service Titan for manager call backs.
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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
Send teams message to Justin Katzman (ISR for market) for follow up.​
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To stop AI outreach - Please tag the customers account or job with "NO HATCH"
On the Upsmith dashboard. Navigate to most recent customer conversation. In the top right hand corner - click details. On details, you will see the option to turn off texting to customers by clicking the toggle switch beside the phone numbers on customer accounts.
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