The Maintenance AI Agent is designed to manage inbound maintenance calls through Twilio and assist residents with troubleshooting common issues, such as water leaks or appliance problems. It’s equipped with knowledge of common troubleshooting steps and even recognizes specific appliance brands, allowing it to provide more accurate guidance.
If follow-up text messages are part of your workflow, your organization must first complete and receive approval for A2P 10DLC registration. This registration ensures your text communications comply with carrier regulations and helps prevent message delivery issues.
How to View your AI Agents and AI Agent Data
Click on the star icon on the left side of your screen, this will take you to your AI Agents.
Overview
The Overview tab will show data on how well your agents are performing like Calls Handled, Cards Created, Active AI Agents, etc.
Activities
The Activities tab will keep a log of every single call. You can listen in, read transcripts, comment and rate the calls. This is an important tool for you and your team to use, especially the first few weeks of using your AI agent. Your AI agent will learn from your comments and continually perform better based on your feedback. So, it’s important to rate calls Positively or Negatively and include specific feedback to train your agent.
Active AI Agents
Your AI Agents will be listed under Agents. Once you have your agents set up, you have the option to group them By Role, By Trigger, or By Location.
How to Set Up a New AI Agent
To set up a new AI Agent, click the + New Agent link on the bottom of your screen.
AI Agent Profile Settings
Title | Description |
+ ADD YOUR AVATAR | Choose your Avatar image from the gallery options or upload your own. |
AGENT NAME | Your AI Agent will answer the calls with their name so be sure to give them a name that is customer facing. |
DESCRIPTION | This will be a description of how you will use this agent. For Example: Handle incoming maintenance calls, troubleshoot issues and create a work order. |
CALL VOICE | Choose a call voice option for your agent within the drop-down. If you click on the speaker icon next to each name, you can test out the voice options. |
VOICE SPEED | Gives you a range of 5 options to choose from, from very slow to very fast. |
CALL RESPONSIVENESS | Choose from Patient, Balanced, or Responsive. We recommend choosing the Patient or Balanced setting to allow for natural pauses in conversation. The Responsive option may accidentally interrupt your caller if there's a moment of silence, which can lead to a less smooth experience. |
OFF TOPIC EMAIL NOTIFICATIONS | If a caller goes off topic during a call, choose an email to direct the alert to be sent to. This email will also receive a transcription of the call. |
SKIP AGENT EMAIL NOTIFICATION | If a caller wants to skip the AI agent, choose an email to direct the alert to. This email will also receive a transcription of the call. |
EMERGENCY CALL NOTIFICATION | The agent will immediately notify these email addresses when handling an emergency work order call. |
Role & Knowledge
- Choose a ROLE for your agent in the dropdown as Maintenance Operations. This role comes pre-configured with built-in knowledge to assist with maintenance tasks. Agents with this role can troubleshoot common issues with tenants, create and submit work orders, transfer calls to the appropriate team members, and maintain a record of all conversations.
- RELEVANT LOCATIONS allows you the option to create multiple agents to service specific locations or properties (this is a rare instance, best practice is to have one agent handle all of your properties).
- AGENT KNOWLEDGE is a way for you to teach your agent specific information about your organization. This would be a good place to tell your agent how to answer phone calls. For example, if you click the + button and type ‘New Caller’ in the AGENT KNOWLEDGE, you could give directions such as ‘When someone calls for the first time, introduce yourself as Rosie the AI Maintenance Assistant for Peak Property Management’.
Adjust Default Knowledge, you have the option to turn any of this default knowledge on or off. For instance, you may not need to include your Company Address as part of the agent knowledge.
Import Knowledge from Knowledge Doc, you can directly extract information from documents stored in Knowledge. Just search for your Maintenance SOP, or other information that would be important for your maintenance AI agent to know.
On a side note… You have the ability to add as many agents as you’d like. However, Aptly has only coded for 2 specific function agents at the moment, a Leasing agent and a Maintenance agent. There is a drop-down option for you to choose a Role; Leasing Operations, Maintenance Operations and Custom Prompt. The Custom Prompt option will allow you to customize any AI agent you’d like, such as Owner Services, Resident Services, Front Desk or any role that fits your organization.
Trigger & Capabilities
TRIGGERS is set on the Inbound Calls right now, set the inbound number that will trigger your agent to answer, such as ABC Property Management emergency phone #.
- Click the + button to add a Trigger.
Trigger: Inbound Call
Channel: Your Twilio phone line
Ring Configuration: Who will the calls go to?
Aptly AI Agent: All calls will go to the Maintenance AI Agent. You can also add a Fail over number in the event there is an issue with the AI agent.
Single Number: Will bypass your AI Agent and go to an external number.
Multiple Numbers: Will bypass your AI Agent and ring to multiple external numbers.
Ring Schedule: Will allow a schedule to be set, for example you can have your AI Leasing Agent answer calls outside of business hours and a live agent answer during business hours.
Capabilities
A capability is the action you want the AI Agent to take during the call. For example, you can have the agent Create or Update a card on the Work Order board.
Card - Create/Update: Will create or update an existing card. Choose what board the card should be created on.
Transfer Call: Your agent has the ability to transfer a call based on whatever parameters you’d like. For instance, Maintenance Emergency will direct the AI agent to transfer to another number.
Sample Maintenance AI Agent Flow
When a resident calls in to report a maintenance issue, your AI agent will be available to answer the call. Your agent will log the NAME of the resident, log the PROPERTY address, give out troubleshooting information, intake information, and the end result will be a new card created on your Work Order Board, under Requested (you have the option to name these newly created tickets anything you’d like, such as an AI Created Ticket stage). If you use Rentvine, you can add that stage in your PMS and it will sync down to Aptly.
Your agent will send the resident a text message (Twilio and A2P 10DLC approved), with their Work Order number and confirmation that next steps are being taken. All of the activity, such as cards created and transcripts of phone calls and texts messages can be found in your Agent Activity Log under Activities.
