Maintenance calls
An AI line that takes maintenance calls and knows which ones can't wait
It answers every maintenance call, logs the routine ones as work orders, and puts the urgent ones straight through to your on call person.
The problem
A dripping faucet and a gas smell, twenty minutes apart
At 11pm one resident calls about a dripping kitchen faucet, and twenty minutes later another calls because the hallway smells like gas. Whoever answers has to handle those two calls completely differently, half asleep. Then in the morning your coordinators retype voicemails into work orders while residents ask why nobody called back.
What it does
Three questions on every call, then one of three paths
The agent asks what's wrong, which property and unit, and whether there's water, gas, smoke or sparks involved or anyone in danger.
Reads it back
"So the kitchen faucet in 4B at Maple Court is dripping and nobody's at risk. Is that right?" That catches a wrong unit number on the call.
Logs routine calls as work orders
A dishwasher that won't drain becomes a work order with the resident's words, the unit, a callback time, permission to enter, and notes like a dog in the unit. The resident gets a confirming text.
Puts emergencies straight through
A gas smell, water through a ceiling, or no heat in a freeze goes to whoever is on call, then the backup, then the manager. The agent reads your safety instructions while it connects.
Hands unclear calls to a person
"There's water on the floor" could be an overflowing toilet or a burst pipe. When the agent isn't sure, it transfers the call instead of guessing.
What it does not do
It never weighs how serious a gas smell sounds
The emergency path is a fixed rule your team writes. If the caller mentions something on your list, a person gets the call.
It doesn't dispatch or spend money
Who goes out, and whether a vendor is booked, is your team's call.
It doesn't settle complaints
A "this has happened five times" call or a disputed repair charge goes to a person who can change the outcome.
It doesn't improvise safety advice
It reads only the instructions your team wrote. If a situation isn't covered, it transfers.
Fair housing
The agent sorts calls only by what's wrong. Every resident gets the same questions and the same rules, and your team can check the transcripts to confirm it.
Where a person stays in charge
Your team writes the rules and checks the work
A person checks every work order the agent writes before a technician acts on it.
The emergency list
No heat in a freeze is on almost everyone's list. AC failure for an elderly resident in a heat wave might be on yours.
The on call chain
Who gets the call first, who backs them up, and when it goes to the manager.
Every work order
A coordinator reviews what was logged before it goes on the schedule and corrects it from the transcript.
The morning review
Someone reads the previous night's calls each morning, at least for the first few months.
What it works alongside
Your software, your number, your rota
Your team keeps working the way it does now.
Your property management software
Work orders land where your coordinators already look.
Your phone system
Forward after hours or overflow calls. Residents keep the number they know.
Your on call rota
Tonight's emergencies go to tonight's person.
Where we've done this before
We've built a voice AI integration for dental software (Eaglesoft), where the agent works inside the system the front desk already uses. A maintenance line is built the same way.
How we build it
The maintenance line is a voice agent with strict handoff rules.
How we build voice agentsPilot it in four weeks
One property's after hours calls is enough
You don't need every property on it to find out.
Week 1
Write the rules
Your emergency list, on call chain and safety instructions, in your words.
Week 2
Your staff play residents
The resident who plays down a leak, the routine call that turns urgent. We fix what goes wrong.
Week 3
Go live on one property
The agent takes that property's after hours calls. A person reviews every call the next morning.
Week 4
Decide
Did emergencies reach on call? Were work orders complete enough that technicians didn't call residents back?
You'll judge it on real calls from your own residents, then stop, adjust, or extend it to a second property.
FAQ
What property teams ask about an AI maintenance line
It recognizes them and puts them through to a person. Any call that matches your emergency list goes straight to whoever is on call, and deciding what to do about it stays with your people.
Start with your emergency list
We'll look at how your maintenance calls come in today and what a four week pilot on one property would involve.