Why multi‑level auto attendants matter for broker teams

High‑intent calls often arrive simultaneously across listings, open houses, and inbound referrals. A multi‑level auto attendant (MLAA) routes each caller to the right agent or workflow instantly, cuts voicemail drop‑offs, and preserves lead context for your CRM. With My AI Front Desk, you can deploy 24/7 voice routing, unlimited concurrent calls, 100+ natural voices, appointment booking, and CRM/Zapier handoffs in minutes. See product capabilities on the AI Receptionist features page and industry solutions for real estate. Features · Industries · Pricing

How to use these templates

• Choose one template per phone number or listing campaign; reuse the same structure across markets for consistency.

• Replace bracketed items (e.g., [Team Lead], [Zip]) with your data; map each option to “transfer,” “book,” “SMS,” or “voicemail.”

• Connect actions to your tools (HubSpot, Salesforce, Google Calendar, Attio) directly or via Zapier (6,000+ apps supported). Book a consultation

• Test flows during and after hours; set overflow and fail‑safe behaviors (e.g., simultaneous ring > voicemail > SMS callback).

Template catalog at a glance

Template 1 — Buyer/Seller Lead Router (2–3 level IVR)

Level 1 prompt

• “Thanks for calling [Brokerage Name]. Say or press: 1 ‘I’m buying’, 2 ‘I’m selling’, 3 ‘I’m a current client’, 4 ‘Property management’, 9 ‘Repeat options’.”

Level 2 branches

• If 1 Buying

• “Press 1 to book a tour, 2 to speak with an agent now, 3 to text me listings in [City/Zip].”

• Actions: 1 Book on [Team Calendar]; 2 Live transfer to on‑duty buyer agent; 3 SMS link to IDX search + capture lead in CRM.

• If 2 Selling

• “Press 1 for a free valuation consult, 2 to speak with a listing specialist, 3 to text me a home‑value estimate link.”

• Actions: 1 Book with Listing Lead; 2 Transfer to Listing Queue; 3 SMS CMA form link; add lead source “Phone IVR.”

• If 3 Current client

• “Press 1 for transaction updates, 2 for showings, 3 for mortgage/title partners.”

• Actions: route to assigned agent (CRM owner), showing desk, or partner directory.

• If 4 Property management

• “Press 1 for maintenance, 2 for applications, 3 for rent.”

• Actions: create ticket, send application link by SMS, or transfer to PM desk.

Failsafe and after‑hours

• No input/unclear: “I didn’t catch that. One moment while I connect you to our front desk.” Transfer to general queue.

• After‑hours: keep booking and SMS options active; send voicemail transcripts to Slack/CRM and SMS a callback confirmation.

Template 2 — Team Round‑Robin + After‑Hours (2 level IVR)

Level 1 prompt

• “You’ve reached [Brokerage Name]. Say or press: 1 ‘New client’, 2 ‘Existing client’, 3 ‘Vendors/partners’.”

Level 2 actions

• New client (priority)

• “Press 1 to speak with an available agent, 2 to book a consultation, 3 to receive a text with our listings and calendar.”

• Actions: 1 Live transfer using round‑robin (Agent A > Agent B > Agent C, 20‑second ring each); 2 Book on ‘New Client’ calendar; 3 SMS IDX + Calendly link; tag ‘New‑Lead’ in CRM.

• Existing client

• Route by CRM owner (screen pop) or menu: “1 My agent, 2 Showings, 3 Offers/escrow, 4 Other.”

• Vendors/partners

• “Press 1 billing, 2 marketing, 3 recruiting.” Transfer to mailbox or owner by function.

After‑hours logic

• New client: prioritize booking + voicemail with transcription; optional warm‑transfer to on‑call ISA.

• Existing client: offer callback window selection via SMS (“Text 1 for 8–10am, 2 for 12–2pm, 3 for 4–6pm”).

Template 3 — Open‑House Weekend Surge (2 level IVR)

Level 1 prompt

• “For today’s open houses, say or press: 1 ‘Directions and times’, 2 ‘Book a private tour’, 3 ‘Speak to an agent’.”

Level 2 actions

• 1 Directions/times: capture MLS ID or street; read details; SMS map pin + disclosure packet; log interest in CRM.

• 2 Book tour: book next available 15/30‑minute slot with listing team; confirm by SMS.

• 3 Speak to agent: hot‑lead transfer to on‑site agent; if unanswered in 20s, route to backup agent then ISA.

Event mode (optional)

• Enable temporary greeting (“Open‑house weekend for [Address Range]”); expire Sunday 8pm local time.

Copy‑and‑paste download (.txt)

Paste the block below into a file named: broker-team-auto-attendant-templates.txt

MULTI‑LEVEL AUTO ATTENDANT — BROKERAGES (TEMPLATES)

TEMPLATE 1: BUYER/SELLER LEAD ROUTER
L1: 1 Buying | 2 Selling | 3 Current Client | 4 Property Mgmt | 9 Repeat
 L2 Buying: 1 Book Tour | 2 Agent Now | 3 SMS Listings
 L2 Selling: 1 Valuation Consult | 2 Listing Specialist | 3 SMS CMA Link
 L2 Current: 1 Transaction Updates | 2 Showings | 3 Mortgage/Title
 L2 PM: 1 Maintenance | 2 Applications | 3 Rent
AFTER‑HOURS: Keep booking/SMS; Voicemail->Transcript->CRM/Slack; SMS callback confirm.

TEMPLATE 2: TEAM ROUND‑ROBIN + AFTER‑HOURS
L1: 1 New Client | 2 Existing | 3 Vendors/Partners
 L2 New: 1 Round‑Robin Live Transfer | 2 Book Consult | 3 SMS IDX+Calendar
 L2 Existing: 1 My Agent | 2 Showings | 3 Offers/Escrow | 4 Other
 L2 Vendors: 1 Billing | 2 Marketing | 3 Recruiting
AFTER‑HOURS: New->Booking+VM; Existing->SMS callback windows (1=8–10a, 2=12–2p, 3=4–6p).

TEMPLATE 3: OPEN‑HOUSE WEEKEND SURGE
L1: 1 Directions/Times | 2 Book Private Tour | 3 Speak to Agent
 L2 Dir/Times: Capture MLS/Street -> Read + SMS Map + Packet
 L2 Book: Next 15/30‑min slot -> SMS confirmation
 L2 Speak: Hot‑transfer on‑site agent -> backup -> ISA
EVENT MODE: Temporary greeting; expire Sun 8pm.

ROUTING NOTES

- CRM owner routing where available; otherwise queue/round‑robin.

- Tag sources: IVR-Buyer, IVR-Seller, IVR-OpenHouse.

- SLA: 2 rings per leg; max 60s before voicemail.

- Compliance: record consent for SMS; include opt‑out language.

Implementation checklist (My AI Front Desk)

• Build knowledge base: markets served, office hours, agent roster, listings keywords.

• Configure menus as above; enable both DTMF (1–9) and voice intents (“buying,” “selling,” agent names).

• Map actions: live transfer queues, booking calendars, SMS templates, and CRM tags/owners.

• Set after‑hours rules: keep booking/SMS on; transcribe voicemails; notify Slack/email; queue next‑day callbacks.

• Test edge cases: no‑input, unclear speech, agent no‑answer, simultaneous surges.

Best practices for brokerages and teams

• Keep Level‑1 options to 3–5 and write them in caller language (“I’m buying”).

• Always present a self‑service path (book/SMS) plus a fast human path (hot‑transfer).

• Use round‑robin for new leads; route existing clients by CRM owner to protect relationships.

• During peaks, enable the Open‑House template as a temporary greeting; auto‑expire.

• Log every leg (answered/missed) and review weekly to rebalance queues and coverage.

Why My AI Front Desk for real estate voice

• 24/7 AI phone answering, unlimited simultaneous calls, natural voices, and instant booking—and it integrates with 6,000+ apps via Zapier plus native CRMs (HubSpot, Salesforce, Google Workspace, Attio). Features

• Fast setup (about 5 minutes), knowledge‑base driven configuration, and transparent pricing with included minutes and $0.12/min overage. Pricing

• Purpose‑built automations for real estate (lead capture, tour scheduling, work orders). Industries

Need help mapping these flows to your calendars, CRM, and on‑call queues? Book a consultation.