How to Set Up Lead Highlight

Lead Highlight: Notifying a Manager Without Stopping the AI

The \lead_highlight\ tool is for situations where you need to draw a manager's attention to a conversation without interrupting the AI's flow. It is fundamentally different from "escalation," which stops the AI entirely.

What it does:

1. Applies a specific tag to the lead (e.g., \appointment_request\, \custom_quote_needed\).
2. Sends a notification to the designated admin/manager.

Use Cases:

• A customer requests a manual appointment time.
• A client asks for a custom quotation.
• A lead expresses strong interest or mentions a very high budget.

How to Configure:

1. In AI Tools, click "Add Tool" and select \lead_highlight\.
2. In the Description box for the tool, clearly state what it does and which tag to use.

Example Description:

> "Tag this lead as 'appointment_request' & highlight to manager to check availability. Do not tell them you tagged them."

1. In the System Prompt, provide the trigger condition.

Example System Prompt Instruction:

> "When a user asks to book a viewing but does not want to use the booking link, use the \lead_highlight\ tool to alert the manager."

Key Difference from Escalation

| Feature | Lead Highlight | Escalation |

| ----------------------- | ------------------------------- | ----------------- |

| AI continues responding | ✅ Yes | ❌ No |

| Manager notified | ✅ Yes | ✅ Yes |

| Tag applied | ✅ Yes | ❌ No |

| Use case | Alert manager, AI keeps talking | Hand off to human |