AI answers at 2 AM
Scenario: Visitor asks about pet policy after hours.
System behavior: AI Chat retrieves the active pet policy for that community.
Result: Visitor receives a helpful answer and is prompted to schedule a tour.
Website lead capture
AI Chat, Contact Us, and Schedule a Tour Widgets
Website widgets connect customer marketing sites directly to Journey CRM. A shared embed foundation can power three user-facing modes: AI Chat, Contact Us, and Schedule a Tour.
AI Chat WidgetContact UsSchedule TourOne embed foundation
1. Widget Strategy
The recommended approach is a single shared technical foundation with configurable widget modes. This avoids asking customers to install multiple embed scripts while still allowing the business to package Chat, Contact Us, and Schedule a Tour as distinct conversion tools.
- One embed script where feasible.
- Configuration determines active widget mode(s).
- Shared guest card creation logic.
- Shared source tracking and property mapping.
- Shared duplicate detection where available.
- Shared analytics for source, conversion, and widget performance.
2. AI Chat Widget
The AI Chat Widget evolves the existing chat widget from a rigid workflow into a more conversational website assistant.
- Answers property-specific questions using Document Center / AI Knowledge Base.
- Detects pricing, tour, availability, pet policy, care/service, and urgency intent.
- Captures lead information.
- Creates guest card or prospect record.
- Escalates to human review/handoff when confidence is low.
- Can answer at 2 AM when documentation is available and rules allow.
3. Contact Us Widget
- Capture visitor name, phone, email, preferred contact method, message, and property/community interest.
- Create prospect/guest card.
- Track source as website/contact form.
- Map submission to PMC/property/community.
- Notify assigned team.
- Create follow-up task where configured.
4. Schedule a Tour Widget + Appointment Management
- Capture prospect/family details.
- Display available dates/times where calendar integration supports it.
- Allow preferred date/time collection where direct availability is not exposed.
- Create appointment request or confirmed appointment depending on configuration.
- Send confirmation email/SMS.
- Include reschedule button in confirmation where feasible.
- Allow canceled tours to trigger reschedule workflow.
- AI can suggest optimal reschedule times based on agent/property calendar availability.
- Manager approval can be required before AI-driven rescheduling is sent.
- Returning prospect tour requests can be treated as Re-Tour KPI signals.
5. Widget Workflow
flowchart TD
A[Website Visitor] --> B[Journey Embed Script]
B --> C{Widget Mode}
C -->|AI Chat| D[Conversational Intake + Document Center Retrieval]
C -->|Contact Us| E[Contact Form]
C -->|Schedule Tour| F[Tour Request / Calendar Flow]
D --> G[Intent + Contact Capture]
E --> G
F --> H[Calendar / Preferred Time]
H --> G
G --> I[Duplicate Check]
I --> J[Create / Update Guest Card]
J --> K[Source Tracking]
J --> L[Task / Appointment Request]
J --> M[Team Notification]
L --> N[Confirmation + Reschedule Link]
N --> O[Re-Tour / Reschedule Updates]
6. User Cases
Reschedule from confirmation email
Scenario: Prospect receives tour confirmation but needs a different time.
System behavior: Confirmation includes reschedule button. System checks calendar availability or collects preferred times.
Result: New appointment request is captured without manual back-and-forth.
Returning prospect schedules re-tour
Scenario: Existing lead returns to website and requests another tour.
System behavior: Duplicate detection links to existing guest card and marks as re-tour request.
Result: Lead score increases and the opportunity appears in the brief.
7. Manny Inputs Needed
- Contact Us required fields.
- Schedule Tour required fields.
- Figma/full-page widget mockups.
- Confirmation message and notification rules.
- Whether Schedule Tour creates confirmed appointment or appointment request.
- Whether one website supports multiple properties.
8. Acceptance Criteria
- Widget can be embedded on external websites.
- Widget supports AI Chat, Contact Us, and Schedule Tour modes.
- Submissions create or update guest cards.
- Source and widget mode are tracked.
- Property/PMC/community mapping works.
- AI Chat uses Document Center retrieval with isolation.
- Schedule Tour can create appointment request or confirmed appointment.
- Confirmation/reschedule flow is supported where feasible.