What you'll learn
This guide explains how OneLead’s AI Assistant works for new digital leads, what to expect when it’s enabled on your account, and where to view AI conversation summaries and transcripts.
What is the AI Assistant?
The AI Assistant is a feature that can automatically converse with new digital leads (e.g. website or Meta leads) to:
- Start the conversation immediately
- Understand the customer’s Intent (Cold, Warm, Hot)
- Capture useful context for your team
- Attempt to book an appointment or set a clear next step
Key point: This AI is designed to speed up first response and qualify intent, not replace your sales consultants.
Before you start: AI must be activated
The AI Assistant is not enabled by default for every account.
How to activate
To enable AI on your account, contact the OneLead sales team. Sales will:
- Activate the feature for your account
- Set up your Brand/Department configuration
- Create and configure your Sales AI Agent
Which leads does AI message?
Automatically messaged
The AI Assistant is designed for new digital leads, such as:
- Website form leads
- Meta (Facebook/Instagram) leads
- Other enabled digital lead sources
Not automatically messaged
The AI Assistant does not automatically activate for walk-in customers.
Important: If a customer is created via walk-in or manual entry, AI will not automatically start texting them (unless your account has a specific configuration in place).
How AI moves leads through Intent
Once AI starts a conversation, its primary goal is to understand where the customer sits in the buying journey.
Intent stages
- Cold — unclear interest, early stage, needs basic engagement
- Warm — some interest and engagement, needs clarification and direction
- Hot — strong intent, ready for appointment or direct next step
What AI does during the conversation
AI will typically:
- Ask a small number of qualifying questions (without overwhelming the customer)
- Confirm what the customer is looking for
- Clarify urgency / timing
- Provide helpful answers
- Attempt to book an appointment or confirm follow-up details
Where to view AI conversations
When AI is enabled, you’ll see a new tab:
Customers & Activities → AI Assistant
Conversations are grouped by:
- Today
- Yesterday
- Last 7 Days
- Older
What happens when the AI conversation finishes
When the AI conversation is completed:
- The lead is entered into the New Lead funnel
- A short summary is provided so a sales consultant can take over faster
Viewing summaries and transcripts
You can review what the AI has already discussed with a lead so you don’t start from scratch.
Where to find the transcript
In the customer record:
Customer Details → Thread
- Use the SMS toggle to view the conversation summary
- Select Transcript to read the full transcript
Why transcripts matter
Transcripts help you:
- Understand what questions the customer has already answered
- See objections or concerns raised
- Avoid repeating questions
- Continue the conversation with context
When does the AI stop messaging?
Allocation rule (current behaviour)
At the moment, AI will stop messaging once a lead is allocated to a consultant.
Unallocated lead safeguard (bailout mechanism)
For unallocated leads, a “bailout” safeguard is planned to prevent excessive texting until a future update supports re-engagement workflows (e.g. manager notifications).
Important: Always allocate new leads promptly so a consultant can take over at the right time.
What’s coming next (planned improvements)
This feature is actively evolving. Planned improvements include:
- Automatically populating appointments that the AI sets
- A calls/dialer feature (future development)
Best practices
- Review the AI summary before contacting the lead
- Allocate the lead quickly when it’s ready for human follow-up
- Use the transcript to continue the conversation naturally
- Treat AI as your “first-response assistant” for digital leads, not a replacement for sales process