Handles inbound calls from existing tenants with account-related questions. Acts as always-on customer support for every facility.
When an existing customer calls, the Support Agent acts as a customer support representative for the facility.
Looks up and shares the caller's gate access code.
FMS IntegrationChecks what the tenant owes and shares balance details.
FMS IntegrationAnswers questions about billing, due dates, payment options, and autopay enrollment.
Helps with insurance, move-out requests, account info updates, and lease details.
Handles unit transfer and downsizing requests, then hands off to the Sales Agent to find availability.
Seamlessly connects to a live support agent when the caller asks to speak with a person.
The Support Agent follows a structured flow to resolve tenant questions efficiently.
Assesses what the caller needs and asks clarifying questions to identify the right workflow.
Provides initial guidance based on the caller's question before routing to a specific workflow.
Routes the caller to the right Cortex worksheet to handle their specific request. The agent checks voice-specific worksheets first, then falls back to your regular Cortex worksheets.
How Dispatching Works
Rather than handling every request itself, the Support Agent figures out what the caller needs and routes them to the right place. For example:
When someone calls in, swivl figures out whether they're an existing customer or a new prospect.
This agent comes out of the box when swivl starts handling your inbound call traffic.
When a caller asks to speak with a person, the agent tries to connect them. Configure where those calls go in Voice Settings.
| Setting | What It Controls |
|---|---|
| Direct Line to Customer Service Team | Where escalated support calls go: "swivl Conversations" (handled in swivl) or "External Phone Number" (forwarded to your team) |
| Customer Service Escalation Phone Number | The direct number to forward to. This should ring your staff directly, not your customer-facing number (that creates a loop). |
| Service Extension | Optional extension to dial after connecting |
Each voice feature has its own Cortex worksheet in swivlStudio under Voice. This is where you control what the agent does when a caller asks about a specific topic.
Each feature page can configure:
Use FMS to Lookup - Pull data from the FMS (where applicable)
Voice Messages - What the agent says
Send SMS - Optionally text info to the caller
Escalate - Whether to offer escalation, and where to send it
Voice-specific worksheets are checked first, but the Support Agent can also trigger any Cortex worksheet in Property Manager.
The Support Agent pulls its answers from your Cortex worksheets in swivlStudio. If it's saying something incorrect, check the relevant worksheet and update the messages there. For FMS data issues, reach out to support@tryswivl.com.