Real Estate · Lettings

Tenant Enquiry & Maintenance Desk

Cut property-management workload by resolving and routing tenant requests automatically.

Apps this needs

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Tenant reports an issue or asks a question via voice (Twilio, 3CX, RingCentral, or a carrier-direct SIP trunk) or WhatsApp.
  2. Agent identifies the property/unit in the property management software (AppFolio, Yardi, Buildium) and answers routine FAQs.
  3. Classifies urgency — emergency vs. routine — per the property's defined categories.
  4. For emergencies, dispatches the on-call vendor immediately and notifies the property manager.
  5. For routine requests, arranges scheduling with the appropriate vendor, written to the property management software.
  6. Confirms completion with the tenant and closes the ticket in the system.

Data sources

Tenancy / property list Maintenance ticketing Contractor directory

What it targets

  • Tenant requests handled first-touch Target 65%
  • After-hours requests covered Target 100%
  • Time-to-route urgent jobs Target 5min