How it works
One missed call, from the first ring to the call back.
A tenant at 2/12 Bay St rings at 10:41 on a Tuesday night. Here is everything that happens, and who sees what.
The call, minute by minute
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The call goes unanswered
Your phone rings out, or you’re on another call. Your carrier forwards it to AI Frontdesk. The tenant dialled your normal number and never sees a different one.
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It introduces itself
“You’ve reached Harbour Property Co. I’m an AI assistant answering because the team couldn’t take your call.” It mentions the call may be transcribed, and that the caller can ask for a person to call back.
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It asks one thing at a time
What’s wrong, the address, when it started, the caller’s name and the best number to call back, and whether it’s all right to pass those on. Nothing about rent, bond or other tenants.
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It hears “burst pipe” and treats it as possibly urgent
The assistant’s own judgement and a list of NSW urgent-repair phrases both count. If either says urgent, it’s urgent. If the caller mentions gas, smoke, sparks or anyone hurt, it tells them to call Triple Zero (000) first.
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The request is saved, then confirmed
Only after the request is stored does the caller hear their reference, “A F 8 E F E 2 A F 7”. If the system can’t save it, the caller is told that, and given your after-hours contact number instead.
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Your on-call person gets a text
The text has the problem, the address the caller gave, their callback number and a “Tap to take it” link. Opening the link isn’t enough; they press “I’m handling it”.
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Maya taps to take it
Escalation stops, and the request shows “Taken by Maya after 3 min”. Had nobody tapped within the time you set (5 minutes by default), your backup would have been texted, then your manager.
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She calls the tenant back
From the request on her phone, one tap dials the callback number. She records the contact and adds a note: “Plumber booked for 7 am, water main off.”
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The office opens to a clear queue
Overnight requests are waiting with their details. Anything routine that nobody takes within the office hours you set is flagged, so nothing sits forgotten.
What you set up once
A short setup page, in plain language. No forms to fill in with code.
- Office hours
- So callers hear whether the office is open, and routine requests are timed fairly.
- Who gets urgent texts
- The person on call, a backup, and a manager, with how long to wait before moving on.
- Your after-hours contact
- A number for callers when nobody has taken an urgent request yet.
- Your properties
- Paste them from a spreadsheet. Requests are matched to the right team.
- Approved answers
- The questions it may answer, in your words. Every change is versioned and can be rolled back.
- Your team
- Who can sign in. Staff see their own team’s requests; managers see everything.
Turning it on and off
We set up call forwarding with you on your mobile or office line: calls you don’t answer, calls while you’re busy, and calls when your phone is off. You can test it from another phone while we watch.
To switch it off, cancel forwarding on your phone. On most Australian networks that’s ##004#. Calls go straight back to your voicemail, with nothing else to change.
See it with your own agency’s details
In a pilot, you can rehearse calls on screen before a single real call is forwarded.