Set Up the AI Assistant and Its Handoff to Your Team

The AI assistant helps your team answer families, and the handoff settings decide when a conversation goes to a person. Open Settings, then AI assistant. On a plan without AI the same tab is named Handoff for a community and "Handoff & signature" for an agency, and it holds only the handoff and after-hours settings. Only an admin changes anything here.

Let the assistant answer families

On a community's plan with the assistant, tick "Let the assistant answer families" and tap Save. A family who writes on your website chat or your Latter Years listing gets an answer right away. The assistant says it is a virtual assistant and answers only from your listing. If your listing does not say, it tells the family your team will confirm and leaves you a task. It never guesses a price, an opening or whether your community fits someone.

Bringing a person in

The assistant brings your team in, with a task and a brief, when a family asks for a person, sounds upset or urgent, complains, or mentions anything legal. Emergency messages get the safety line and go straight to your team. Choose what happens next: "Keep answering until a person on your team writes (recommended)" or "Say a person is coming, then leave it to your team". Under "Questions the assistant asks for your team", tick the questions you want asked while the family waits.

Every plan has the handoff card: a "Default handoff owner (optional)", the "Message sent to the family", and how many business hours to wait before alerting your team or reminding you that a family has waited.

AI drafts for automations

Tick "Enable AI drafting" and automation steps marked "Use AI draft" write a draft with AI instead of sending the fixed template. Each draft waits for review. "Auto-send approved-style drafts" unlocks once your team has approved enough drafts, and it never applies to replies: a person always reads those first.

After hours

With "Send a holding reply" on, a family who writes while your office is closed gets one short message saying it is the assistant, the office is closed and when someone will reply. Your team still owes the real reply.

Review what it said

A community admin taps "See what the assistant said, and correct it" to see every reply it sent. Mark each one "This was right" or "This was wrong", tap "Correct the price" to fix your listing, or "Don't say a line here", pick the line and tap "Stop saying this here". Lines you switched off are listed at the top, and "Say it again" brings one back. The fix goes into your listing or settings, and the next reply uses it.

Where is it for an agency?

An agency's page holds these settings for each listing, along with how automatic replies are signed and your office hours. The agency assistant suggests replies for your team to review.