AI Lead Nurture settings and customization in Presence®

How to manage AI Lead Nurture settings, customize Alex's name and greeting, and mute conversations.

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Overview

AI Lead Nurture settings are managed in a dedicated section within Presence® Settings. Admins can view setup details including Alex's name and outbound number. Some customizations — including the AI Specialist's name and greeting — require assistance from the Luxury Presence team.

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Accessing AI Lead Nurture settings

1. Navigate to the Presence® Platform.
2. Click your name or initials in the bottom left-hand corner of the screen.
3. Select Settings from the menu.
4. Find the AI Lead Nurture section.

Here you can view Alex's configured name and the outbound SMS number (515-375-0631).

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Customizing Alex's name and greeting

You can request a custom name and greeting for your AI Lead Nurture Specialist to better align with your brand identity.

Examples:

• "Hi Zack! This is Tori, an assistant at Luxury Presence."
• "Hi Zack, this is Tori, Gian's assistant."

Alex completes the rest of the message automatically, personalized to the specific lead.

To customize the name or greeting, contact our support team — this change must be made by a Luxury Presence employee:

• Live chat in the Presence® Platform (fastest)
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2

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What Alex knows about your business

Alex is personalized using information from your account's Content section in the Presence® Platform:

Assigned agent: Name, license number, position title, offices, short-form bio, and whether they are the lead agent.

Company: Name, phone, and address.

Alex also recognizes the lead's source and any message submitted through a website form, enabling more relevant and personalized replies.

Note: Luxury Presence does not currently support customization of Alex's conversation guidelines beyond what is described above.

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How to mute Alex for a specific lead

When you're ready to take over a conversation personally:

1. Navigate to the Presence® Platform.
2. Click Contacts from the left-hand menu.
3. Select the lead.
4. In the right-hand panel, click AI Lead Nurture, then Conversation.
5. Click Mute AI Specialist at the bottom of the conversation.

Alex will immediately stop messaging that lead. The status changes to Ended by You.

Important: This cannot be undone. Alex will not resume messaging unless the lead re-engages by submitting a new inquiry or form on your website.

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Taking over a conversation manually

You can send manual messages directly in the AI conversation thread. To do this from the contact profile, open the conversation and use the message input field.

Important: When you send a manual message, the lead will assume they are still talking to Alex unless you explicitly introduce yourself. Alex will not send any further messages after you send a manual message. This cannot be undone.

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FAQs

Can I customize what Alex says?

You can request a custom name and greeting — this must be done by a Luxury Presence employee. Beyond the name and greeting, conversation guidelines cannot be customized at this time.

Can agents call leads while Alex is active?

Yes. Agents can call leads at any time as part of their strategy. If an agent contacts a lead outside the Presence® Platform (by email or phone), Alex is not notified and will continue messaging until muted or concluded.

What happens to Alex's messages when I mute it?

Alex stops messaging immediately. The status changes to Ended by You. The conversation history is preserved and visible on the contact profile.

Can I see what Alex is sending to leads?

Yes. The full conversation between Alex and the lead is visible on the contact profile under the Messages tab. See [How to view contact activity and AI conversations in Presence® CRM].

Is there reporting on AI Lead Nurture performance?

Lead-level performance is available in the Presence® dashboard and in the digest email.