Triaged in seconds.Escalated when it matters.
A resident reports a problem at 2 AM. It asks the right questions, decides whether this is an emergency, escalates the ones that are, and writes the work order for the ones that are not.
Every request sounds urgentuntil someone reads it.
The emergency waits in a voicemail queue
A gas smell and a dripping faucet land in the same inbox. The one that matters waits behind the one that does not.
Routine requests still need a person
A clogged drain or a tripped breaker takes a call, a callback, a work order, and a scheduling text. None of it needs to be done by hand.
Nothing gets written down properly
The details live in a voicemail. The tech shows up without the unit number, the access window, or a photo of the problem.
How it works
01
It triages
Asks what, where, and how bad, then classifies severity before anything else happens.
02
It escalates
Safety issues go to your on-call contact immediately, with the resident kept on the line.
03
It resolves
For common issues it walks the resident through the fix and confirms it worked.
04
It writes the order
Everything else becomes a work order in your PMS, assigned to the right trade.
The whole job done,not a demo of it.
Emergency detection
Flooding, gas, fire alarms, no power, someone locked in. Recognized early in the conversation and routed to a person within seconds. It never attempts a fix on a safety issue.
Guided troubleshooting
Reset the breaker, clear the disposal, restart the unit. It pulls the steps from your knowledge base and closes the ticket only when the resident confirms.
Work orders written for you
Unit, issue, photos, preferred access window, and the trade it belongs to, all in your PMS. No copy and paste.
Scheduling around the resident
Offers windows that fit your routing rules and the resident's availability, then confirms on the channel they used.
Multi-language
Residents report the problem in their own language. The work order still reaches your team in yours.
Updates back to the resident
When the order is scheduled, rescheduled, or closed, the resident hears about it without calling to ask.
A night of requests,sorted.
Requests arrive, get classified, and land where they belong.
Tonight’s requests · triaged as they arrive
0 received
- 4BNo hot water since this morningWork order · Tue 1 to 4 PM
- 12AWater leaking from under the sinkEmergency · On-call paged
- 7CSmoke detector chirpingWork order · Tue 1 to 4 PM
- 2FNo heat, 28°F outsideEmergency · On-call paged
- 9DCloset door off its trackWork order · Wed 9 to 12
Sample workspace · Names and figures are illustrative
Where it runs.
On your maintenance line and resident portal, writing into the PMS you already use.
- Channels
- Voice, SMS, WhatsApp, email, web chat
- Triage
- Emergency, self-resolve, or work order
- Escalation
- Your on-call contact, by property and hour
- Work orders
- Written to your PMS with the trade assigned
- Languages
- Resident's language in, your language out
- Logging
- Full transcript attached to the order
How does it decide what counts as an emergency?
You define the list with us during setup, starting from the usual ones: gas, water intrusion, fire, no heat in winter, no power, someone locked in or out. Anything on that list skips the queue.
What if the resident does not want to troubleshoot?
It writes the work order. Troubleshooting is offered, never required.
Which trades can it assign?
Whatever roles exist in your PMS: plumbing, electrical, HVAC, appliance, pest, a superintendent, or your own custom roles.
Does it work after hours?
Yes. That is when it matters most. Emergencies still reach a person on your on-call rotation. Routine requests wait as work orders for the morning.