Working with Ivy

Ivy is the AI assistant that texts your leads. She keeps every lead warm so that when you call, they're expecting you.

What Ivy does on her own

• Texts every new lead within seconds of them coming in.

• Answers replies right away, at any hour. A lead who texts at 10pm gets an answer at 10pm.

• Follows up when a lead goes quiet, only during business hours.

• Holds off while you work a lead. After you text, call or record an outcome, she waits a while so the lead doesn't hear from both of you at once.

• Learns from your team. She picks up how your clinic talks from the texts your team sends.

When Ivy hands a lead to you

When a lead is ready to book, Ivy flags them Hot, sends a short confirmation, and steps back. The lead jumps to the top of Action required with a Hot pill, and you may get a text alert. Her note on the lead tells you what they want. Call them now; from here on, this lead is yours.

Ivy also hands off when a question needs a person, like a medical question. Those show as Ivy handed off.

The Ivy switch

The Ivy switch at the top of each conversation turns her on or off for that one lead. The line under it tells you what she'll do next, such as "Next follow-up Tue 10:00am" or "Paused · waiting for you".

Turn Ivy off if a lead clearly wants to deal only with a person, or if you're handling a sensitive conversation. She only ever texts leads in Working, never booked or lost ones.

FB Copilot

The FB Copilot tab on the right is an assistant for you, not the lead. Ask it for a reply to a tricky message, and click Use this reply to drop its draft into the message box. Read it before you send.