Two years into working with Uniti, Carr Workplaces is still finding new ways to put the partnership to work.

• Carr Workplaces has been running on Uniti for roughly two years, one of the platform's earliest adopters.
  
  

• Their AI agent, Riley, now handles inbound leads across web chat and SMS, freeing up roughly 10 hours a week across the sales department.
  
  

• Workflow updates that used to take up to two hours per change now take a single edit inside Riley.
  
  

• One unprompted prospect assumed a human was on the other end: "if this is AI, this is a really good one."
  
  

Carr Workplaces operates flexible workspace and coworking locations across 7 major markets in the U.S. including Washington DC, New York, Los Angeles, San Francisco, Northern Virginia, Maryland, and Indiana. 

The gap: a workflow that couldn't scale, and hours that kept slipping away

Carr Workplaces' HubSpot setup had grown into what the team called a "spider web": complex, location-specific branching workflows that worked, until someone left. Reassigning a single sales rep's book of business meant editing every branch by hand, a process that could take up to two hours per update. During PTO or a coverage gap, that lag showed up immediately.

The other gap was time itself. Leads coming in after hours, sometimes past 9:30pm, simply waited. By the next business day, some of the momentum was already gone.

Rolling out AI into that environment wasn't just an operations decision. It was a people one. Staff had real concerns about job security, concerns that were sharpened by news of layoffs at other companies during the pilot.

Jennifer Gazda, a Sales Manager, was candid about it: 'I was one of the people that was freaked out by it. It's here to take over for me.' Two years later, she calls Riley a tool she relies on every day.

Carr Workplaces' leadership addressed it directly: Uniti was there to support the team, not replace it, and they started small, with only online broker leads, before expanding to the rest of the funnel.

The solution: Riley takes the top of the funnel, the team keeps the relationship

Carr Workplaces named their Uniti agent Riley, their first AI agent of any kind, and set her up to own the parts of the sales process that used to eat the most time: instant response, lead qualification, and the administrative weight of managing per-location workflows.

The HubSpot integration was simple to set up. Riley was set as the contact owner, property mapping was configured once, and automated email triggers were built to be reused across workflows rather than rebuilt from scratch each time. What used to be a multi-branch, per-location structure became a linear workflow that takes about five minutes to build. Reassigning a rep's territory now means updating Riley's center assignment in one place, not touching a dozen workflow branches.

Web chat, which the team switched over to Riley in May, turned out to be the channel that freed up the most time. Before, it required someone to drop what they were doing and reply instantly, often in the middle of another call. Now Riley owns that first response, day or night. 

The extra context helps too. Jennifer puts it simply: she's no longer going into a call blind, since every conversation Riley has already had with a prospect is logged and visible beforehand. That freed-up time has gone beyond the sales calls themselves. The team has used it to build relationships with online listing partners they never had bandwidth to meet with before.

The team also found their own ways to improve the setup. After noticing that all-text outbound emails were underperforming, they added product imagery to Riley's messages and saw conversion improve, a small optimization that came from Carr Workplaces' own side of the partnership.

The results: hours back, and a competitive edge nobody wants to give up

Billy Rogers, Sr. Marketing Manager, estimates the workflow simplification alone saves him three to four hours a week. Workflows that once took 15–20 minutes to edit now take a fraction of that time. Across the sales department, Tawny Loa, Sr. Sales Manager, puts the collective savings at roughly ten hours a week.

The after-hours impact is harder to put a number on, but the team calls it invaluable: the difference between staying until 8pm to answer leads and simply not having to. Leads that used to sit untouched until the next morning now get an immediate response, and it shows. One prospect, unprompted, told a member of the sales team, "if this is AI, this is a really good one," after assuming a real person had been handling the conversation. 

When asked if she'd recommend Uniti to another operator, Tawny doesn't hesitate: "I would 100%, 100% recommend it." Billy is only half-joking when he says he'd rather gatekeep the product than see it in a competitor's hands, a sign of the competitive edge the team feels Riley created. 

What's next

Carr Workplaces' sales team feels well covered by Riley for now, but their ambitions with Uniti don't stop at the top of the funnel. Billy has raised interest in extending Uniti further into Carr Workplaces' back office, phone answering, mail sorting, billing and invoicing, and the kind of repeatable administrative work that still eats up staff time. Tawny is thinking further down the funnel too, exploring whether an AI agent could support the sales process even after a prospect tours a location, not just before.

For a team that doesn't adopt new technology without putting it through its paces, that's a meaningful signal: two years in, they're not just satisfied with Uniti, they're actively looking for where else it can help.