Separate leasing from resident support
For leasing inquiries, the receptionist can explain published information and collect callback details. Availability, rent and application requirements must come from current approved information, not assumptions about another property.
For resident calls, begin with the property or unit and the reason for calling. Do not collect unnecessary account or payment information, and do not imply the AI has verified someone is an authorized resident.
- Leasing: property of interest and contact details.
- Residents: property/unit reference and a concise request.
- Maintenance: issue described by the caller and a callback number.
- Contractors: job or property reference and the intended contact.
- Escalation: the documented process for requests needing a person.
Maintenance intake is not a work order or emergency response
Capturing a maintenance message does not automatically create a ticket in your property-management software. Do not assume a direct integration exists unless it has been separately verified and configured.
Your team should define which requests reach an on-call contact and what callers should do in immediate danger. The receptionist must not decide that a property is safe, authorize entry or promise a repair deadline.
Test policy questions, not just a leasing greeting
Ask the demo about viewing a property, a maintenance issue after closing and a question about a late payment. Those calls need different boundaries. Lease interpretation, eviction questions and disputes should go to an authorized person.
Supported calendar booking may fit a viewing or consultation when the schedule is configured. Check that a booking does not imply access approval and that the property information used in production stays current.