Three AI voice salespeople and an AI texter, built around your Follow Up Boss pipeline.

All three callers are the same person to your leads: Emma, an assistant working with Cesar Villarreal's team at Keller Williams. She follows your scripts and she never books an appointment. A lead who is ready is handed live to the team line, where one of your top agents picks up while they are still on the phone.

What's new, September 9-10

Who Emma says she is

Every call opens the same way, with a short identity check: "Hi, is this Maria?" Once the lead confirms, Emma gives your greeting and names herself and the brokerage once: "Good morning Maria, this is Emma with Cesar Villarreal's team at Keller Williams, I'll be quick." "Good morning" before noon, "Good afternoon" from noon on, picked from the clock in Eastern time. There is no "Good evening".

She does not name an agent. Emma is a member of the team calling on its behalf, and no individual agent is attached to her in the conversation. Asked directly whether she is a person, she says she is an AI assistant working with the team and carries straight on. When the lead is ready she uses your connect line, "one of my top agents is ready to connect with you, to further assist you, do you have a few minutes?", and on a yes she hands over to the team line described further down.

Calling windows

All times Eastern. No caller dials outside these hours, and the three daily attempts always fall inside them.

You wrote "three attempts back to back at three different times a day". We have read that as three attempts inside the same day, one per slot, rather than three consecutive redials. Section 09 asks you to confirm.

What all three do the same way

1. The same first line. Every call starts with "Hi, is this [first name]?" and nothing else, so a months-old contact is not hit with a context-specific opening before we know who picked up. The opening proper is the second thing she says.
2. Your removal line, word for word. Anything meaning stop calling me, take me off your list, cancel, do not call, remove me or unsubscribe stops the call on the spot: "Understood, we will make sure to take you off, if something changes in the future, feel free to reach out to us." Then she hangs up. It is the meaning that triggers it, not those exact words, and it outranks everything else in the call, including a transfer she was about to make.
3. Your five objections, and only those five. The ones you wrote are the whole catalogue: I'm not interested, I'm off the market right now, I'm not looking right now, how did you get my information, and the removal request. Every alternate you listed is loaded under each one.
4. One objection answer at a time. She acknowledges, then picks the single alternate that answers what the person actually said, and never stacks two in a row. If they re-engage she goes back to where the conversation was.
5. "How did you get my information" has your two versions. Both open with the same short acknowledgement: "Of course. Since we are a Zillow partner..." or "Of course. You'd actually filled out a form...", then straight back into the script. Caller 1 always uses the Zillow line. Caller 2 uses whichever one matches the lead's source. Caller 3 always uses the form line. The lead never hears the source read out.
6. Anything outside the scripts gets one acknowledgement and nothing more. If a lead raises an objection or a question you did not write a line for, she acknowledges it in one sentence, does not argue and does not pitch, and goes straight back to the next question in the script or to the connect line.
7. Callbacks are asked, never promised. She may ask which half of the day suits them and confirm "and this number is the best one to reach you on, right?", and she may commit to that half of the day, because the lead chose it. She may not promise a window, a call back in a few minutes or a specific time, and she never asks a lead to dictate a phone number, because we already have it.
8. She talks at the lead's pace. Real pauses, one question at a time, never stacked. If somebody cannot answer a question, she moves on to the next one and circles back to the question they missed before she offers the connect, rather than pressing or treating the non-answer as if it had been answered.

When she transfers

All three end on your connect line. Once the script's questions are covered, Emma says "one of my top agents is ready to connect with you, to further assist you, do you have a few minutes?" and waits for the answer. A yes is the transfer.

Caller 1 transfers by default. A brand-new Zillow lead who stays on the phone and answers the questions gets an agent, full stop. There is no qualification threshold on that caller.

Callers 2 and 3 use judgment, not a score. Someone who has genuinely re-engaged and has a real reason to move gets the live transfer. A pre-approval is a plus rather than a requirement: a motivated buyer without one still gets a live conversation, because the team can line up a lender. On all three, anyone who asks for a person gets one immediately, first time of asking, whether or not the questions are finished.

On objections she acknowledges first, then asks one open question from your list. She never argues and never closes a vague answer down. If somebody says they are not sure, or maybe, or to call later, she asks which part they are least sure about instead of accepting it as a no, and she never ends with "let us know when you are back in the market". That was your explicit correction of the previous bot and it is written into all three scripts.

What she never does

• Never books an appointment or offers a calendar slot. Qualified leads are a live transfer, always.
• Never quotes an interest rate, a commission, a listing price or a home valuation, and never estimates one.
• No legal or tax advice, and no opinion on what a buyer agreement means. Those go to an agent.
• Never claims to be a person, and never presents herself as one of your agents. Asked directly, she says she is an AI assistant working with the team, and carries on.
• Never argues with a stop-calling request. She acknowledges with your line, ends the call, and the number is suppressed.
• Never promises a callback time or a call back within minutes, and never asks a lead to read out a phone number.
• Never says she will mark, close or update anything on a record. Someone who has already bought is congratulated and left alone.
• Never asks anyone for a referral, on any of the three callers.
• Never interferes with another agent's client, and never comments on the agent they are working with.
• No politics and no religion, in line with your brief.
• Never leaves a voicemail on the first or second attempt of the day, only on the third.

How the transfer reaches your team

Emma always says the same connect line and hands the call over in the same turn. Where it lands depends on the caller, and that routing is decided outside the caller, so it can change without touching a word of a script.

1. Caller 1 and Caller 3 go to the team line. New Zillow leads and opt-in leads are handed to your team line every time.
2. Caller 2 goes to the lead's assigned agent. A reactivated lead already belongs to someone, so the call rings the phone on that agent's Follow Up Boss profile. It falls back to the team line when the lead is unassigned or sits in Cesar's pond, or when the agent is not active or has no valid phone on their profile.
3. The receiving agent gets a text first. Right before the handover, whoever is about to pick up receives a short text with the lead's name, phone number, source and a link to the Follow Up Boss record, so they know who is on the line before they say hello. In activation

What Follow Up Boss sends with every call

The callers hold no data of their own. Everything Emma knows about a lead arrives with the call, from the record, and is thrown away when the call ends. This is the full list.

Changed in this version. The assigned agent's name is never spoken on the call. The assigned agent only matters on Caller 2, where the transfer goes to them instead of the team line. The funnel type has moved to background as well, now that Caller 3 is one script for both pages. All three stay on the record for the reporting and the follow-up task.

How leads are excluded

What happens after the call

• Every call writes a note into Follow Up Boss, including no-answers, so there is a record that the AI tried and what came back.
• The note carries the answers she got, whether the lead was transferred, and which opening was used, so you can tell which of the three reactivation openings and which of the two landing pages actually converts.
• Three outcomes create a task for a human: the lead asked for a callback, the lead qualified but was not transferred, and the transfer was not answered by anyone.
• A callback task carries the preference the lead gave, morning or afternoon, and the number they confirmed.
• When a lead says what they would find useful, it is logged in their own words so the agent sends the right thing rather than a generic drip.
• A lead who says they have already bought is flagged for a human to look at. No caller changes a pipeline stage on its own.
• A stop-calling request writes the do-not-call tag on the record and adds the number to the suppression list.
• Writes are duplicate-proof. A retried delivery never produces two notes or two tasks for the same call.

Where this stands

You can hear Emma on the phone and chat with Constanza by text now, before your Twilio account exists. The call comes from one of our numbers and the chat runs in this page, and neither one touches Follow Up Boss or your pipeline.

The roster below is the list you submitted on September 3. Two flags drive behaviour: whether an agent is on the live-transfer open line, and whether they appear on your Zillow Preferred list.

Phone numbers and email addresses are deliberately not published here. This page is reachable by anyone who has the link. We hold the contact details in the delivery configuration, not on a public page.

The pause switch

You asked for no per-agent lead caps and a switch for time off, and that is what is built. An agent who is off is marked paused. From the next call onwards they are skipped in the simultaneous ring, and their turn simply does not exist rather than ringing out. Unpausing is the same one-step change in the other direction. No calendars are involved anywhere in the system, by your instruction.

Your cadence, running automatically off the Follow Up Boss stage. Every touch also creates a task for the assigned agent, so the automation supports the agent rather than replacing them.

You wrote the To Follow Up cadence as gaps between touches, "1, 3, 3, 7", which lands on days 1, 4, 7 and 14. To Nurture as "7, 7, 15" lands on days 7, 14 and 29. Stage names follow your correction: To Prequalify is now Met with customer.

Rules that apply to the whole matrix

• Text and email go out between 8 am and 9 pm Eastern. A touch that falls due outside the window waits for the window to open rather than arriving at midnight.
• Appointment reminders are the one exception to the window, because a reminder that arrives late is worthless.
• When a lead's stage changes, every pending touch for that lead is cancelled and replaced with the new stage's schedule. Nobody receives a stale nurture text the day after they set an appointment.
• Every message ends on an open question. That is your correction of the previous bot, applied to the written copy as well as to the calls.
• Merge fields that come back empty render as nothing, never as a visible placeholder.

The approved texts

Tone is warm, professional and consultative, with no hype and nothing pushy. Every text is under three hundred characters. Open a stage to read the exact wording.

The timing on the Closed touch is our proposal, since you did not specify one. It combines the congratulations and the referral ask in a single message, as you described it. If you would rather split them into two touches, say so and we will.

Constanza is the texting side of the team. She reopens the conversation with past leads your team has picked, finds out who is still in the market, and hands them to an agent for a call at the time they choose.

Who gets texted

Only the leads your team tags ai-sms-reactivation in Follow Up Boss. The tag is the decision: there is no filter by source on our side. A tagged lead is still skipped if they have no US mobile number, carry your Do Not Contact tag or one of our opt-out tags, or have already told Constanza they are no longer looking.

The opening text

Every campaign text starts with your brand name and ends with the opt-out line, as registered with the carriers. Which one a lead gets depends on how they first reached you, so the text names a moment they will remember. When the source is not recognised, the lead gets the general one.

The conversation

• Constanza re-qualifies by text, one question at a time, and never asks again for something the lead has already told her.
• No links, no emoji, no prices, rates or promises about a specific home.
• When a lead is still looking, she works toward one thing: a time when they can take a call.
• A question she must not handle, or anything that sounds legal, pauses the thread and passes it to a person.

The handoff

Once the lead gives a time, Constanza confirms that their agent will call them then, and the handoff is written into Follow Up Boss: a note on the person with the time they chose and the last messages exchanged, plus the tag ai-sms-interested. The agent she names is the lead's assigned agent in Follow Up Boss, by first name, or Cesar when nobody is assigned. That agent calls the lead in the window they gave. Threads that need a person get the tag ai-sms-needs-human, and a lead who is no longer looking gets ai-sms-not-looking and no further texts.

STOP and do not contact

An opt-out is honoured immediately, permanently, and ahead of every other rule. STOP, unsubscribe, cancel and the other carrier keywords get the registered confirmation once and nothing after it. A softer "please don't text me" counts the same way. Either way the number goes on the suppression list and the opt-out is tagged in Follow Up Boss. Your own Do Not Contact tag is respected too: nobody carrying it is texted, and a text from them is not answered by Constanza.

Hours and volume

• Texts go out only between 8 am and 8 pm in the lead's local time.
• At most three texts to the same lead in any 24 hours.
• Twenty new leads a day to start, then fifty a day once the first results look right.
• The opening text is never repeated to the same lead within 30 days.

What we need from you

One email, every Monday at 8 am Eastern, covering the week before. It reports on what the callers produce, so it goes live after they do.

Recipients

• c…@kw.com
• t…@villarrealre.com
• a…@villarreslre.com To confirm

Addresses are masked here because this page is publicly reachable. The third one is reproduced exactly as it came through on the form. The domain looks like it may be a typo, and we have deliberately not corrected it on our own. Section 09 asks you to confirm it before it goes on the send list.

Sender: Infrastrutture AI.

Every account below is opened in your name with billing on your card. We only need access to configure and run it. If you would rather set any of this up together on a screen share, say so and we will book it.

Nine points where the brief left room for interpretation. We have made a reading on each one rather than stopping the build, and each reading is written into the configuration. A word from you either confirms it or changes it.

• Agent rosterThe list has twenty-six names and you stated thirty agents today. Please send the missing four, or confirm that twenty-six is current.
• Zillow Preferred namesThree entries differ from the roster spelling: Joseph Bertrones against Joseph Bretones, Cristian Tigueiros against Cristian Trigueros, Goyo Sakuray against Gregorio Sakuray. Please confirm these are the same people.
• Zillow Preferred ruleWe exclude on the source field alone, whoever the lead is assigned to, and treat your ten-name list as context rather than a second condition. That is the safer reading. Confirm it holds.
• Call attemptsYou wrote "three attempts back to back at three different times a day". We read that as three attempts in the same day, morning, afternoon and early evening, rather than three consecutive redials.
• Caller 2 volumeWe start at one hundred dials a day on leads inactive for fourteen days or more, most recently gone quiet first, and review it with you after the first week.
• Text messaging hoursWe text between 8 am and 9 pm Eastern unless you prefer a different window.
• Report recipientPlease confirm the spelling of the third address, a…@villarreslre.com.
• Area code 951305, 786 and 954 are South Florida. 951 is a California code. Please confirm you want it in the mix, or tell us which code to use instead.
• Reply stops the cadenceA lead who replies to a drip message does not currently stop the sequence. Tell us which behaviour you want and we build it: stop on any reply, stop only when the AI texter takes over, or leave it running.

Angel is the right person for the API key, the roster and the Follow Up Boss emails. Everything else is a decision for Cesar.

The order matters. Each step de-risks the next, and nothing touches a real lead until the step before it has been watched working.

1. 01Phone numbersTwilio account upgraded, three numbers bought, access granted, and the Follow Up Boss API key in our hands. Nothing else can start.
2. 02Test calls on Caller 1, with AngelWe call Angel and whoever else you want, on your own mobiles, and run the transfer end to end: the open line first, then Angel, then the fallback. You hear Emma before any lead does.
3. 03Caller 1 goes liveNew Zillow leads only, at a deliberately low volume for the first days, watched call by call. The post-call write-back into Follow Up Boss goes live with it.
4. 04Caller 2 goes liveDatabase reactivation at one hundred dials a day, on the back of Caller 1's real numbers. This is where we start measuring who answers and adjusting the mix with you.
5. 05Caller 3 goes liveThe opt-in funnel caller, once the funnel feed is wired and Callers 1 and 2 are stable.
6. 06Text messaging goes liveAfter A2P 10DLC approval, which is the one step nobody can accelerate. The pipeline automations and the weekly report come online alongside it.