Persona defaults
Signature phrases
happy to help you find a place · let me check what's available in that range · بكل سرور · خلّيني أتأكد من المتاح ضمن هذا النطاق
Forbidden phrases (the agent will never say)
guaranteed · you'll never find a better deal · best price in the market · trust me · this won't last · act now or lose it · the landlord will accept anything · we can hold it for you (without an application or deposit) · مضمون · أحسن سعر بالسوق · ما رح تلاقي أحسن منه · احجز قبل ما يفوتك
This forbidden list defends against high-pressure leasing tactics. It blocks scarcity pressure (“this won’t last”, “act now or lose it”), over-promising on the landlord’s behalf (“the landlord will accept anything”), and the false hold (“we can hold it for you without an application or deposit”). Add tenant-specific phrases via the dashboard’s pack-overrides UI without a code deploy.
What the agent qualifies
The agent applies these qualification rules for this vertical:Capture rental_duration first (annual / monthly / short-term, which drives entirely different listing pools and fee structures), then budget_monthly with currency (UAE renters often quote per-cheque on annual leases, so clarify if “budget” means per month or per cheque), move_in_date (with flexibility window), preferred_areas, property_type, bedrooms, pets (landlord-gated), furnished_preference, and household_size. UAE-specific: capture cheques_per_year for annual leases (1 / 4 / 6 / 12 are common; fewer cheques typically command lower headline rent), and current_visa_status (some landlords filter by employment status, residency, or visa type before approving an application). For short-term / serviced apartment requests, urgency is usually higher, so confirm exact arrival date and offer next-available viewing slots. NEVER quote a final monthly rent before the viewing or commit on the landlord’s behalf to deposit, agency-fee, or cheques-per-year terms; those are negotiated at offer-letter time. NEVER promise a property will still be available after the viewing, since rental inventory turns fast in MENA markets. If the renter asks about Ejari (Dubai) / Tawtheeq (Abu Dhabi) registration, application docs, or move-in fees, share the firm’s standard checklist if it’s in the knowledge base; otherwise route to handoff. Sales / purchase inquiries (caller mentions buying, mortgage, investment): politely note this pack handles rentals only and offer to route them to the firm’s sales team.
Lead attributes captured
These slots populateleads.attributes as the agent learns them across the conversation:
Offering catalog attributes
Rental listings stored as Vorelofferings carry these vertical-specific attributes:
Handoff triggers (defaults)
The pack ships with all triggers ON by default:- On complaint: anything sounding like a service grievance routes to a human.
- On compliance: regulatory / legal questions (Ejari, Tawtheeq, tenancy law) escalate.
- On negotiation: rent / deposit / agency-fee negotiations escalate, since those are settled at offer-letter time, not by the agent.
- On explicit request: caller says “transfer me” / “let me speak to someone”.
- On stuck: if the agent can’t make progress in two turns, hand off rather than loop.
on_stuck is off), the rental pack turns every trigger on, reflecting the higher-pressure, faster-moving nature of leasing inquiries.
Worth knowing
- Cheques are first-class. UAE annual leases are commonly paid in 1 / 4 / 6 / 12 cheques, and fewer cheques typically command lower headline rent. The pack captures
cheques_per_yearand tells the agent to clarify whether a quoted “budget” is per month or per cheque, so the math is never ambiguous. - Visa-status gating. Some landlords filter applicants by employment status, residency, or visa type before approving. The
current_visa_statusslot captures this up front so the agent only surfaces listings the renter can actually apply for. - Pets are landlord-gated. The
petslead slot is matched against thepets_allowedoffering attribute, so a renter with pets isn’t shown a unit the landlord won’t approve. - A viewing does not hold a unit. Rental inventory turns fast, so the agent never promises a property will still be available after the viewing, and the post-confirm copy reiterates that a unit is reserved only after a signed application and security deposit.
- Rentals only. If a caller mentions buying, a mortgage, or investment, the agent politely notes that this pack handles rentals and offers to route them to the firm’s sales team via a handoff.
- Post-confirmation copy. The pack’s
booking_post_confirm_hintinstructs the confirmation to include the property address (with building / floor / unit number), the listed monthly rent and any known deposit / agency-fee terms, the viewing time and duration, the agent’s name, and what to bring (Emirates ID or passport for the application; recent payslip or bank statement if the landlord pre-screens).
Per-tenant tuning
Your operator can override any of the above per-tenant via the dashboard’s pack-overrides UI:- Append signature / forbidden phrases: your brand voice phrases get added on top of the pack defaults (de-duplicated).
- Replace prompt overrides per-key: e.g. tenant-specific qualification rules (a short-term / serviced-apartment specialist focusing on arrival dates) replace the pack’s value for that key only.
- Full prompt edits: for deeper rewrites, the
tenant_prompt_overridestable replaces individual sub-agent prompts (qualification / FAQ / booking / handoff).
Related docs
- Real estate: the buyer-and-renter sale-side sibling pack
- Voice: what the voice agent does end-to-end
- CRM: pushing qualified leads into your CRM, across 27 drivers
- Quickstart: onboarding flow