Concierge AI is integrated into BoldTrail Plus and Pro packages at the admin level for enabled lead sources. Below is the guide to managing your settings within the Marketing menu.
Please note: Concierge AI is not available for all accounts. If you do not see this option in your Marketplace please reach out to your Account Manager for further information on when it will be available for your account.
Configuration Steps
To access your settings, click on Marketing in the left-hand sidebar. Find the Concierge AI tile and click on Manage.
Manage Agents
To decide which agents' leads will be worked by the AI, select the Manage Agents tab.
Activation: Use the toggle to turn Concierge AI ON or OFF for specific agents.
Transfer Logic: If an agent is deactivated, the Concierge will stop working leads assigned to them. If a lead is transferred to an active agent, the AI will continue the qualification process.
Concierge Settings
Under the Concierge Settings tab, admins can customize the AI’s identity and focus:
Concierge Name: By default, the AI uses the name Jesse, Client Care Coordinator for the [Office Name].
Business Details: You can update your business name and location to ensure the AI represents your team accurately.
Coverage Area: Enter specific neighborhoods or cities you want the AI to focus on during conversations.
Active Time Zone: Set the appropriate time zone so the AI engages with leads at natural times.
Changing Lead Sources
Admins can choose which lead sources trigger the AI. Navigate to the Lead Sources section under settings:
Dynamic List: The list of available sources will expand dynamically as new leads from new sources enter your account.
Enabling/Excluding: You can explicitly include or exclude sources (e.g., excluding Zillow leads if you prefer to work those manually).
Note on Manual Leads: Concierge AI will work 3rd party leads (like Zapier connections), manually added leads, or leads coming through API middleware like Zapier. Excluded Concierge AI Sources: Imports, Contact Sync, Tracked Call
Managing Limits & Overages
Concierge AI includes a monthly allotment of leads based on your package size:
5 Users: 50 leads/mo.
10 Users: 100 leads/mo.
25 Users: 250 leads/mo.
How do I handle Overages?
Admins will receive email notifications when they reach 85%, 95%, and 100% of their monthly capacity.
Pause State: Once you reach 100%, Concierge AI will pause until the first of the next month.
One-Time Purchase: Unlike Success Assurance (Concierge Pro), Concierge AI does not use per-lead overage billing. Instead, admins can make a one-time purchase of additional lead "packs" to maintain coverage:
10 Leads: $25.
20 Leads: $45.
Behavioral Outreach
Concierge AI automatically monitors your database for high-interest behaviors. High-interest behaviors include:
Showing Request
Ask a Question
Favorite a Property
Lead viewed a property 3 times
Lead viewed 5 properties in the last day
Lead viewed 10 properties in the last week
Lead visits the site 5 times in the last week
Lead revisits after 14 days
PropertyBoost or SSL lead returns
Cost Note: Re-engaging an existing lead based on behavior does not count against your monthly allotment; only the first time a lead is worked by the AI is deducted from your limit.
Hand-off & Notifications
Once the AI identifies a "hot" opportunity, it will alert the agent with a specific status:
Needs Appointment: The lead has answered all qualifying questions (timeline, price, home to sell, agent status) and is ready to meet.
Needs Search Alert: The lead shared criteria but isn't ready to talk; the agent should set up a search alert.
Action Needed: The AI encountered a question it couldn't answer (e.g., HOA fees) or the lead needs immediate human attention.
Note on Interaction: Agents can text leads at any time, but the AI cannot see those messages. If you take over a conversation, be sure to toggle Concierge AI OFF for that lead to avoid conflicting messages.
FAQs
Who is Jesse?
Concierge AI will use the name Jesse when communicating with leads. The concierge name and title can be adjusted by the admin in the Configuration Settings area of the dashboard. Concierge AI will reach out on behalf of the Assigned Agent and qualify leads through text messaging.
The alerts/notifications from Concierge AI regarding a lead are sent through email, as well as being logged as status updates within the CRM.
The following Concierge AI statuses will appear in the CRM:
Needs Appointment
Needs Search Alert
Action Needed
What happens when a lead calls the Concierge AI number?
The call will forward to the agent's mobile number. The system will send an automated message to the lead stating:
Hello {VisitorFirstName}, this is {ConciergeName}, the {ConciergeTitle} with {CompanyName}. Sorry we missed your call, it has been forwarded to my agent, {AgentFirstName}. Were you able to connect with them directly? If not, how can I assist at this time?
If the lead replies, Concierge AI will continue to engage via text in an effort to further qualify the lead.
What sort of visibility does Concierge AI have into my CRM?
Concierge AI does not have insight into the lead profile or the agent account. They can see the agent name, email, and phone number. They are provided a link to the agent's website, and their office address.
Will Concierge AI notify the Agent when the lead is ready to talk?
Once Concierge AI has asked all the qualifying questions or identified that the lead needs attention from the Agent, Concierge AI will send an alert to the Agent with one of the following statuses:
Needs Appointment - This status results from all qualifying questions being answered and the lead would like to schedule an appointment with the Agent.
Needs Search Alert - This status indicates the lead has not agreed to speak with an agent, but has shared home criteria, and would like to receive listing emails based on that criteria.
Action Needed - This simply means that Concierge AI wants to alert the Agent of something that occurred in the conversation. They have not yet been fully qualified but could have mentioned a specific property or some other agent action is required.
What should I do once an alert from Concierge AI has been received?
When a Needs Appointment has been sent over by Concierge AI, it will remove the lead from the worklist and ‘claim’ to the agent. This indicates that the lead is qualified and is ready for you to follow up on the conversation and you should begin working a relationship. At this point, Concierge AI has taken the conversation as far as they can and the lead is ready to speak with a local expert regarding their real estate journey.
Can I provide feedback to the Concierge AI?
The Concierge AI will continuously learn and improve on its own.
Are Concierge AI messages compliant with opt-out requirements?
Yes. Opt-out language is automatically appended to every 5 texts or every 15 days, whichever comes first. If a lead opts out of communication, the Concierge AI automatically turns off and the agent is notified.
How can agents tell if Concierge AI is on and working?
When viewing leads from within the CRM, there is a column for
Concierge (Con) where you will see whether the Concierge AI is on or OFF.
When a lead needs attention from an agent, a message with the specific next step will appear on the contact record. Agents have the ability to remove the banner after action has been taken. Closing the banner will update the status.
How can an Agent turn off Concierge AI for a specific lead?
While viewing a lead profile, in the upper right corner there is
a toggle indication whether Concierge AI is on or off. Agents
can manually turn Concierge AI off from this location.
Does Concierge AI update any information on the lead profile?
Concierge notes and texts are updated in the lead profile timeline. Answers to qualification questions are updated and reflected in the left panel sidebar. These qualification questions include timeline, pre-approval, home to sell, and if they are working with an agent.
What can agents do from the platform App?
Agents are able to view timeline notes, see texts, and alert notifications in the timeline. The banners are responsive (able to be removed) and agents can toggle Concierge AI off. At this time, there are no push notifications from the mobile app.
What leads get sent to Concierge AI? What leads do not?
Any lead source that is enabled (Under Concierge AI Settings, Lead Sources) will automatically be worked when they are “New” or the leads performs a high interest behavior. As new leads with new sources get created in your account, the list of available lead sources will dynamically expand. Agents must be active within the Concierge AI settings in order for their leads to be worked.
Bulk imported, manually added, and leads that come into the CRM through an API middleware integration (zapier, realsync, etc.) will not be worked by Concierge AI.
How will Admins know how many leads have already been worked by the Concierge or how close I am to meeting the monthly limit?
Admins are notified when they are at ~85%, ~95%, and 100% of package capacity. They will have the option to purchase more monthly lead capacity if they would like Concierge AI to keep working their leads for that specific month or if they do nothing, the Concierge AI will not exceed their monthly capacity.
How do Concierge Campaigns work?
Concierge Campaigns are similar to Smart Campaigns. They have timed out messages that are automatically sent from the Concierge. The content in these campaigns is meant to elicit a response from the lead, so that the Concierge AI can jump in and begin qualifying via text. Should a lead respond a few times, then go quiet, the Concierge will re-engage when the lead performs another high interest behavior like favoriting a property or when a lead responds to the Concierge AI text message.
Does everyone on the same brokerage have the same Concierge number?
There will be 1 Concierge AI number per Office under a Company Package.
How does transferring the lead between agents work?
If the receiving Agent doesn’t have Concierge AI activated, the Concierge will be turned off for the Lead.
If the receiving Agent has the Concierge AI activated, the Lead will be transferred in the system and the Concierge will continue to qualify the Lead.
Can I text my leads without impeding the Concierge?
Yes, but the Concierge is unable to view that correspondence.
If you are actively engaging with a lead while the concierge is turned on there could be additional conflicting or repetitive messages being sent from the concierge at the same time. If you would like to take over the conversation please turn the concierge off in your system to take claim of that lead.