AI Answering Service for
Property Management
We built a voice AI agent that handles tenant maintenance calls— triaging urgency, logging requests into the company's CRM, auto-creating tasks for the building manager, and escalating emergencies directly to the manager's cell phone.
Client
Property Management Co.
Timeline
~5–6 weeks (3 + 2–3)
Telephony
Twilio
The Problem
The building manager was the single point of contact for every tenant issue. The phone never stopped ringing, and most calls were routine maintenance requests that followed the same pattern—but each one still took time to listen to, log, and act on.
- Missed calls: during busy periods the manager simply couldn't pick up. Tenants got frustrated, called repeatedly, or submitted complaints.
- Angry tenants: unanswered calls led to a perception that maintenance requests were being ignored—even when the manager was simply overwhelmed.
- Manager bottleneck: the building manager spent so much time on calls and manual logging that higher-value work—vendor coordination, inspections, lease negotiations—kept getting pushed back.
- Manual task creation: after every call the manager had to manually write up the request, log it in the CRM, and create a task for the right vendor. This doubled the work for each call.
Why this was a great fit for voice AI
Repetitive, Structured, and Well-Documented
The client had their maintenance intake process documented thoroughly—every question, every category, every escalation rule. This made it an ideal automation candidate because the workflow was already well-defined.
What We Built
A voice AI agent purpose-built for tenant maintenance call intake. It answers every call, triages the situation, logs the request, and creates tasks—all without the building manager touching the phone.
Every Call Answered
The voice agent picks up every tenant call immediately—no more missed calls, voicemails, or frustrated tenants calling back repeatedly.
Intelligent Triage
Asks structured questions to understand the issue: what's the problem, which unit, how urgent? Categorizes the request by type and priority automatically.
CRM Auto-Logging
Every maintenance request is automatically logged into the company's CRM with full details—tenant info, unit number, issue description, urgency level, and timestamp.
Automatic Task Creation
The agent doesn't just log the call—it creates actionable tasks in the system so the building manager can assign them to the right vendor without re-listening to any calls.
Urgent Escalation
If the agent detects an emergency—burst pipe, gas leak, fire alarm—it escalates the call directly to the building manager's cell phone within seconds.
Vendor-Ready Output
Tasks are categorized (plumbing, electrical, HVAC, general) so the manager can assign to the right vendor at a glance—no need to parse through call notes.
How a Maintenance Call Works Now
From the tenant's perspective, it feels like talking to a helpful receptionist. Behind the scenes, the AI handles everything.
- 1
Tenant calls the property management number. The voice agent answers immediately—no hold time, no voicemail.
- 2
Agent identifies the tenant, confirms the unit number, and asks about the maintenance issue—what's happening, where exactly, and how severe.
- 3
Agent triages urgency: routine requests are logged normally; urgent situations trigger an immediate escalation path.
- 4
Request is logged in the CRM and a categorized task is auto-created (plumbing, electrical, HVAC, general) for the building manager to assign.
- 5
Tenant gets a confirmation that their request has been received. Manager reviews a clean task queue instead of listening to voicemails.
- 🚨
Urgent path: if the issue is an emergency (burst pipe, gas smell, flooding), the agent transfers the call to the manager's cell phone in real time.
Tenant reports a leaking faucet.
Hi, thank you for calling Greenfield Properties maintenance line. I can help you submit a maintenance request. May I have your name and unit number?
AI Agent
Hi, it's Sarah from unit 204. My kitchen faucet has been dripping for a couple of days.
Tenant
Got it, Sarah. Unit 204, kitchen faucet dripping. Is this a slow drip, or is water pooling anywhere?
AI Agent
Just a slow drip, nothing major.
Tenant
Understood. I've logged your request and created a task for our plumbing team. The building manager will schedule a visit. Is there anything else I can help with?
AI Agent
If a tenant reports an emergency—like a burst pipe or gas smell—the agent immediately says:
“That sounds urgent. I'm transferring you to the building manager right now. Please stay on the line.”
AI Agent → Transfer to manager's cell
Before vs. After
Before — Manual Process
- ✗Calls missed during busy hours and after-hours
- ✗Manager manually logged every request into CRM
- ✗Tasks created by hand after listening to each call
- ✗Urgent issues sometimes buried in voicemail queue
- ✗Tenants frustrated with slow response times
After — AI-Powered Intake
- Every call answered instantly—zero missed calls
- Requests auto-logged into CRM with full details
- Categorized tasks created automatically for vendor assignment
- Emergencies escalated to manager's cell in seconds
- Tenants satisfied—requests acknowledged immediately
Key Results
Outcomes after full deployment and live tuning across the ~6-week engagement.
60%
Reduction in manager's time spent on calls
0
Missed tenant maintenance calls
100%
Requests auto-logged with tasks created
<10s
Urgent escalation to manager's cell
For tenants
Tenants can now submit maintenance requests any time and get instant confirmation. No more calling back repeatedly, no more feeling ignored. Request acknowledged on the spot.
For the building manager
Instead of answering calls and manually logging each one, the manager now reviews a clean, categorized task queue. Vendor assignments happen at a glance. Time freed up for inspections, lease work, and vendor coordination.
For the business
AI parses every request and creates structured tasks automatically—the manager no longer has to go through each call individually. Faster response times, happier tenants, and better operational visibility.
Project Timeline
Weeks 1–3
V1 Build & Deploy
Core maintenance intake flow, triage logic, CRM integration, task auto-creation, urgent escalation to manager's cell, and Twilio telephony setup. Fast turnaround because the client had their process well-documented.
Weeks 4–6
Live Tuning & Edge Cases
Fine-tuned based on real tenant calls: improved triage accuracy for ambiguous issues, refined urgency detection, added handling for non-maintenance inquiries, and polished the conversational flow based on live transcripts.
Why so fast?
The client had their maintenance intake process documented in detail—every question, every category, every escalation rule. This cut discovery time significantly and let us deploy V1 in just 3 weeks.
Technologies Used
CRM Integration
The voice agent connects to the property management company's existing CRM via API. Tenant records, maintenance requests, and categorized tasks are persisted in real time—eliminating manual data entry entirely.
Escalation Routing
Urgent calls are transferred via Twilio to the building manager's cell phone. The system passes call context so the manager knows what the emergency is before picking up.
Drowning in repetitive calls?
If your team spends hours answering the same types of calls, a voice AI agent can handle the intake, log the data, and create tasks—so your people can focus on what matters. Let's talk about your use case.