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AI & Automation

Overview​

The AI & Automation suite is the operational backbone of Merchant Protocol CRM. Every feature in this section exists for one reason: a contractor's time is worth more on the job site than answering emails or chasing down paperwork. These tools handle the administrative and communication load so your team stays focused on billable work.

The suite spans six integrated systems — each one works standalone, but they're designed to compound. A lead comes in via the Digital Receptionist, gets dropped into a Follow-Up Workflow, and the AI Assistant helps your dispatcher respond with a polished estimate in under two minutes.

Features​

  • Digital Receptionist — AI answers inbound calls and SMS 24/7, books appointments, and escalates to a human only when needed
  • AI Assistant — In-app chat that understands your full job context, drafts messages, and answers questions about any record in the CRM
  • Smart Automation — Trigger-based rules that fire when job status changes, estimates are approved, or invoices go overdue
  • Workflows — Multi-step sequences for lead nurture, post-job review requests, and payment escalation
  • Email Templates — Pre-built and AI-personalized templates for every stage of the customer lifecycle
  • Follow-Up & Relationships — Automated sequences that keep customers coming back — win-back campaigns, service anniversaries, relationship scoring

How They Connect​

Inbound Lead
    └─→ Digital Receptionist (books or logs)
            └─→ Workflow: New Lead Follow-Up (sends confirmation + estimate)
                    └─→ AI Assistant (helps staff draft responses)
                            └─→ Follow-Up Sequence (post-job review, win-back)

CRUD Reference​

ObjectCreateReadUpdateDelete
Automation Rule✅✅✅✅
Workflow✅✅✅✅
Email Template✅✅✅✅
Follow-Up Sequence✅✅✅✅
Receptionist Config✅✅✅—
AI Conversation Log—✅—✅

Notes​

All AI features require an active subscription with the AI add-on enabled. The Digital Receptionist requires a provisioned Twilio number — setup is handled during onboarding. Automation rules execute in the order they are listed; use drag-to-reorder to control priority.