Safeguards
Built to be trusted with a tenant’s worst night.
An after-hours call can be a gas smell or a flooded unit. These are the rules the assistant follows, and the checks that hold it to them.
What it never says
Every sentence the system asks the assistant to say is checked against these rules before each release.
- No details about tenants, owners, rent, bonds, applications or access codes, whoever the caller claims to be. Caller ID and knowing an address don’t prove anything.
- No promised repair times, tradespeople or callbacks by a certain hour.
- No “someone has seen your request” until a person has actually tapped to take it.
- No legal, tenancy, financial or safety advice beyond telling people in danger to call Triple Zero (000).
- No answers you haven’t approved. Anything else becomes a callback request.
How urgent requests reach a person
Two signals, either one counts. The assistant judges urgency in context, and a list of NSW urgent-repair phrases acts as a safety net. On our test set of 20 urgent descriptions written the way tenants say them, the safety net alone catches all 20.
Delivery is not the same as attention. A text that arrives, or a transfer that connects to voicemail, doesn’t count. Only a person pressing “I’m handling it” stops the escalation.
Escalation is automatic. No tap within your window (5 minutes by default) and your backup is texted. Twice the window, and your manager is texted. Every step is logged with a time.
The caller always has a way out. When nobody has taken an urgent request yet, the caller is told so plainly and given your after-hours contact number.
What happens to caller information
- Only what’s needed
- Name, callback number, address, the problem and when it started. Nothing is recorded without the caller agreeing to be contacted.
- No voice recordings
- Calls are transcribed in real time so the assistant can understand. Audio isn’t kept, and we don’t store transcripts.
- Stored in Australia
- Request records are kept in Australia. Each agency’s data is kept separate from every other agency’s.
- Your rules for keeping it
- You choose how long resolved requests are kept. After that, personal details are removed automatically.
- Only your team sees it
- Staff sign in with their own email. They see their team’s requests; managers see everything.
- A full history
- Who took a request, when, and every change, without copying sensitive details into the log.
How it’s tested
Before every release, automated tests replay the situations that matter most to a property manager:
- similar unit numbers, unknown addresses and former tenants claiming to live there;
- landlords and callers asking for private details;
- gas smells, smoke and people hurt;
- nobody answering, texts that fail, and the system itself being unavailable;
- the same request arriving twice, and two problems in one call.
Every sentence produced in those tests is checked for false promises and private details.
Questions about privacy or safety?
Read our privacy policy, or ask us directly when you request a pilot.