Pointe Grand IVR Phone Tree
Pointe Grand IVR Phone Tree v1Draft v1, 2026-09-09, after the full interview. Launch target October 22, 2026.Green bar = the sales path. HOT, WARM, COOL = lead warmth. Rust = emergency path. Grey = Phase 2 or future, not needed now. (pending) = awaiting a named owner.FRONT DOORLEASINGAPPLICATIONSRESIDENTS AND VENDORSEMERGENCYERROR HANDLINGHOLD CADENCEPHASE 2 AND FUTURE, NOT NEEDED NOWCALL-INInbound call at propertynumber.GRT-PROPGreeting, property. "Thank you for calling {{Community_Name}}." Pre-leasevariant GRT-PRE adds "now pre-leasing."DISC-1Recording disclaimer. Plays once, every call, before themenu. Timing (pending, legal).MENU-MAINFor leasing, press 1. For applications, press 2. Residents and vendors, press 3. Fora maintenance emergency, press 7.Reserved: star repeats, 0 person or voicemail, 9Spanish (Phase 2), 4 5 6 reserved, never announced.CLOSE-HOL and CLOSE-WX (holiday or weatherclosures) force the closed path on everybranch below.HRS-LEASELeasing open?AH-LEASE"You have reached us after hours."(Leasing)VM-AH (LEASING)Voicemail. "We will return your callwhen the office reopens."WARMMENU-LEASETo speak with a leasing specialist, press 1. To check pricing or schedule a tour with our virtual leasing assistant,press 2.WARMTIER-L1Team 1: about 20seconds. (Jacob)TIER-L2Team 2: about 20seconds. (Jacob)TIER-L3Team 3: about 20seconds. (Jacob)TIER-L4Onsite: about 20seconds. (Jacob)AI-ASSISTTelnyx AI Assistant (discloses itself as virtualleasing assistant). Live pricing, tour booking, texttour link with consent, take a message.ANSWEREDBED-1 stops. Connects to the leasing agent.HOTVM-OVERFLOW (LEASING)Leaves a voicemail: name, number, move-in month.Lands as an Alinos task. Return call within thenext business day.Text-an-agent: not Phase 1 (open question).INFO-APP"Check status and upload documents through theapplicant portal link in your email."HRS-APPApplications open?TIER-A1Onsite, about 20seconds. Connects ifanswered.TIER-A2Centralized team,about 20 seconds.(operations)VM-OVERFLOW (APPLICATIONS)Leaves a voicemail after the route is exhausted.(Applications)AH-GEN / VM-AH (APPLICATIONS)Voicemail. "You have reached us after hours." Wewill return your call when the office reopens. NoAI in Phase 1.MENU-RESFor a maintenance emergency, press 1. For non-emergency maintenance or residentportal help, press 2. To reach the office, press 3.MENUINFO-PORTALResident portal:residentportal.com (Entrata).HRS-OFFICEOffice open?HRS-PORTALPortal open?AH-RES"You have reached us afterhours." (Residents)TIER-R-PORTALOnsite team, one tier. Portalroute; connects if answered.TIER-R-OFFICEOnsite team, one tier. Officeroute; connects if answered.VM-OVERFLOW (RESIDENTS)Leaves a voicemail after the route isexhausted. (Residents)VM-AH (RESIDENTS)Voicemail. Callback when reopened. NoAI for residents.EMERG-911"If this is a fire or medicalemergency, hang up and dial 911."EMERG-LISTFlooding, no heat or air, no water, nopower, lockout, safety hazard.(pending, maintenance lead)EMERG-BRIDGE"Connecting you to our emergencymaintenance line now."XFER-ACTIVANSWERTransfer to {{Maintenance_Number}} viaActivAnswer. 24 hours, day and night.ERR-1 / ERR-2Wrong input, or no input (5 seconds): "That selection was notrecognized. Here are the options again."MENU-MAIN-REPROMPTRepeat, press star. Person,press 0.MENUHRS-FALLBACKFallback open?FALLBACK-RULENever a third attempt. Neverhang up on silence.MSG-1 (AT 0SECONDS)Queue entrymessage.MSG-2 (AT 30 SECONDS)Comfort message. (pending,engineering, HOS-1396)MSG-3 (AT 75SECONDS)Voicemail, 1.Callback, 2.MSG-2 (AT 135SECONDS)Comfort repeats.MSG-3 (AT 195SECONDS)Deflectionrepeats.MSG-7 (AT 255SECONDS)Voicemail, or wecall back.BED-1Continuous music bed. Stops the moment an agent answers, at any time.HOLD-INFO-PG"Live Life Grand" + pointegrand.com. PointeGrand only, once per loop.HOLD-INFO-PVPointe Villas variant, once per loop.Exhausted before 255 seconds: leasing toAI-ASSIST, others to VM-OVERFLOW. Digits openat 75 seconds to end.PHASE 2:ANI-LOOKUPCaller ID lookup,before greeting:resident, toured(HOT), applicant.PHASE 2:ES-9Spanish tree onkey 9. Tierdecision(Ashton).PHASE 2:CB-1Callbackoffer, holdset(HOS-1396).PHASE 2:AI-TRIAGEAI-first leasingtriage replacesMENU-LEASE.PHASE 2:TRACK-NUMNumbers skipMENU-MAIN,land onMENU-LEASE.FUTURE(UNFUNDED)Queue position,renewals,reminders,self-service.HOTpress 1office closed [Leasing]press 0, no agentoffice openpress 1, hold beginsno answer, tiers 1 & 2no answer, tiers 1 & 3no answer, tiers 3 & 4press 2 [Leasing]answered [Leasing tier 2]answered [Leasing tier 4]exhaustedstill no agent, openhandoff, HOT/WARMclosedpress 2 [Applications]no answer, tiers 1 and 2office open, hold [Applications]exhausted, no answeroffice closed [Applications]press 3 [Main menu]press 2 [Residents]press 3 [Residents]office closed [Residents, Office]office open, hold [Residents, Portal]office open, hold [Residents, Office]no answer [Portal]no answer [Office]office closed [Residents, Portal]press 7press 1, emergencysecond failureopen, leasing routeclosed, AI assistantqueue entry (Leasing)queue entry (Applications)caller ID lookup, before greetingkey 9, Spanishtracking-number shortcutpress 2, callbackWARM. Prospect pressed 1.Answer within 90 seconds or thevirtual assistant takes over.HOT. The assistant books a tour. Hand thelead to the team the same day.WARM. Voicemail from a prospect.Return the call within the nextbusiness day.HOT. Toured prospect or tracking-numbercaller. Straight to a leasing specialist,never to the assistant first.