What is Merlin Engage?
Merlin Engage is an AI-powered agent that has real conversations with your leads, working toward whatever goal you set for it. Engage agents are set up to gather the information your firm needs to make a confident decision on a case, only stepping in when a lead hasn't given enough detail through a web form, live chat, or another integration.
How it works with Merlin Qualify
Engage works together with Merlin Qualify. Every Engage agent is connected to a Qualify profile, which tells it what information to look for.
If Qualify doesn't have enough information to make a confident recommendation, Engage automatically follows up with the lead to get it.
Engage and Qualify can work together in two seamless ways:
When Qualify identifies and Inconclusive or low-confidence outcome, it automatically activates an Engage Agent.
When Engage is triggered on a matter, automatically use Qualify to score the lead and identify information gaps.
Once Engage has the information it needs, Engage updates the matter with whatever it collects. Then, Qualify re-evaluates the lead to give you a clear recommendation like Chase Hard, Refer Out, or Reject. From there, your existing automations take over.
Will leads know they're talking to AI?
If a lead asks whether they're talking to AI, you choose how it responds. Engage will never claim to be human:
Acknowledge & Confirm: The agent confirms it's AI and asks if the lead wants to keep going.
Escalate to a Human: The agent confirms it's AI and hands the conversation to your team.
You'll give your agent its own name when you set it up, and that's what it will introduce itself as to your leads.
For pricing details, see Merlin Pricing.
Getting started
To set up your first Merlin Engage agent, see Setting Up & Configuring Merlin Engage.
Coming Soon
The ability to reach leads by email, in addition to text
Take on goals beyond qualifying, like booking an appointment
Using custom forms to guide the Engage Agent