Light on the schedule? Thinking about a special promotion? Broccoli’s Outbound Sales Agent can support almost any campaign. Here are a few ideas to help you get started.
Create an Audience
When creating an audience, start by giving it an internal name. This will help you quickly identify what the list of customers is for. Since audiences can be reused in future campaigns, choosing an accurate name is important.
All Sales Rep Audiences will be Static, the goal is to call through a list of customers that doesn't change. Depending on your campaign goals, you can build an audience in two ways:
Use Broccoli’s Filter
You can create a customer list directly in Broccoli using filters. For a detailed walkthrough, refer to our Audience article.Upload a CSV file
If you prefer to upload a file, we require just two columns: Customer ID and Phone Number. With this information, Broccoli can pull the customer’s ServiceTitan record and ensure the right number is contacted.
You can generate this list in ServiceTitan by creating a report, identifying the type of customers you want to include, exporting the results, and uploading the file into Broccoli.
Once your audience is created, add a description. This provides extra context for internal use and makes it easier for your team to understand the purpose of the list.
Create a Campaign
For general information refer to our article about creating a Campaign.
Campaign Notes
The biggest advantage of the Sales Rep is that it can be used for so much. It is our most versatile agent, allowing you to run your own promotions and campaigns. Here are some examples to give some ideas:
Water Heater Flush: $99 flush to extend equipment life.
A/C Tune-Up Special: “$49 Spring A/C Tune-Up” or “$29 if booked this week.” Run a special for shoulder seasons to fill tech schedules.
Depending on your campaign, you will want to make sure your Campaign notes give a clear purpose to the AI to allow for best performance. Here are examples for each one above:
Reaching out to customers who haven't received a water heater flush from us in over a year. Offering a $99 flush to extend the equipments life.
Reaching out to existing customers who are non members who haven't had an A/C Tune-up with us this year. Offering a $49 spring A/C tune up special.
Campaign Schedule
When setting up a Campaign Schedule, you can decide:
How many times to call in a day
You can schedule more than one call to the same customer in a day, depending on how often you’d like to follow up.How many customers to reach each day
Set the daily volume of calls, keeping in mind your team’s availability in case customers call back.Voicemail on the last attempt
On the final call, you can choose to leave a voicemail.Voicemail Example
Hi, this is <Company Name>. Just wanted to remind you we’re always here to help with <Service Categories>. Give us a call anytime at <Phone Number> and we’ll be glad to help out.
Agent Config
The Agent Config is like the knowledge base for your AI Agent. Just as you would train and educate a new employee, this is where you provide the information your agent needs to do its job. Whether it’s a Sales Rep or a CSR, the Agent Config is what guides the AI to answer questions and handle conversations correctly.
Business Information
This section is pulled from your CSR agent and should already be accurate. If you’d like to make adjustments specific to the Sales Agent, you can do so here.Script
The script defines how the Sales Agent communicates and what information it should reference. Within the script, you can set up the following:Sales Guidelines
Similar to “Business Guidelines” in the CSR agent’s configuration, this is key factual information the AI should know. Include guidance or principles your Sales team uses, such as:
• We offer free duct inspections
• Keep it low pressure, high value
• The exact appointment time will be confirmed by the office, and the technician will call 30 minutes before arrivingSales FAQs
Add common questions that may come up in general or for specific campaigns, such as:
• What is included in your membership and what does it cost?
• Do you sell or install a specific brand?
• What’s included in the inspection or tune-up?Dispatch Fee Value Build
This field matches what was in your CSR script when the Sales Agent was first created. You can keep it the same or adjust the dispatch fees if you want different messaging for sales calls.
Job Types
These are copied over from your CSR agent at the time of creation. You can add or remove job types based on what you’d like the Sales Agent to schedule. The agent will reference the job type descriptions to classify and match the right type during calls.
As you review calls, watch for any gaps in the agent’s knowledge. You can update the Agent Config at any time to teach the agent more and improve its performance.