Handles inbound calls from new prospects looking to rent a storage unit. Acts as an always-on SDR for every facility.

What It Does

When someone calls about availability, pricing, unit sizes, or moving in, swivl routes them to the Sales Agent.

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Realtime Inventory

Searches live inventory and shares available unit sizes, pricing, and amenities on the spot.

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Facility Details

Describes features, amenities, hours, directions, and access info.

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Smart Recommendations

Recommends the right unit based on the caller's needs, with upsell and cross-sell options.

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Discounts & Pricing

Shares discounts and admin fee details to help close the deal.

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Reservation Guidance

Walks callers through the reservation process and texts or emails a link to complete online.

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Human Escalation

Seamlessly hands off to a live sales rep when the caller asks to speak with a person.

How the Agent Thinks

The Sales Agent follows a structured flow to guide every prospect from first question to reservation.

1

Understanding

Assesses what the caller needs: storage type, size, timing, and any special requirements.

2

Objection Handling

Addresses concerns about pricing, availability, or logistics to keep the conversation moving.

3

Recommendation

Suggests the best unit based on their needs, including upsell options like climate control, drive-up access, moving services, and packing supplies. If the unit they want isn't available at this location, the agent suggests a nearby facility with availability.

4

Confirmation

Texts or emails the caller a link to complete their reservation or rental online.

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Value Based Pricing (VBP)

If a location has VBP enabled, the agent uses a pricing-aware conversation flow. Units of the same size may have different prices based on amenities, floor level, or demand. The agent accounts for this when presenting options.

How Callers Reach It

When someone calls in, swivl figures out whether they're a prospect or an existing customer.

New Caller No active lease on file. swivl listens to their first question and determines if it's a sales or support inquiry.
Asks About Renting If they ask about availability, pricing, or renting, they go straight to the Sales Agent.

Configuration

This agent comes out of the box when swivl starts handling your inbound call traffic.

Escalation Settings

When a caller asks to speak with a person, the agent tries to connect them. Configure where those calls go in Voice Settings.

SettingWhat It Controls
Direct Line to Sales Team Where escalated sales calls go: "swivl Conversations" (handled in swivl) or "External Phone Number" (forwarded to your team)
Sales Escalation Phone Number The direct number to forward to. This should ring your staff directly, not your customer-facing number (that creates a loop).
Sales Extension Optional extension to dial after connecting

What the Agent Knows

The Sales Agent pulls its knowledge from your FMS and the content you've configured in swivlStudio. If the agent is saying something wrong, update one of these areas:

Common Issues

⚠️ Sales calls aren't being escalated

  1. Check that the sales escalation destination is configured in Voice Settings
  2. If set to "External Phone Number", verify the number is a direct line (not the customer-facing number)
  3. If set to "swivl Conversations", verify agents exist in the escalation group with sales roles

⚠️ The agent gives wrong pricing

  1. The Sales Agent gets pricing directly from your FMS
  2. If it's inaccurate, reach out to support@tryswivl.com so we can investigate

⚠️ The agent isn't quoting inventory

  1. Realtime inventory search requires an active FMS integration
  2. Verify that the FMS credentials are correct and that unit data is syncing as expected