A Leasing AI Agent can answer questions about your published rental listings, collect prospect details, and handle lead or tour requests through the capabilities you configure. Use this guide to set up inbound leasing calls. For SMS or email, follow Expanded AI Agent Channels.
Before you begin
- Have a Twilio phone line connected for incoming calls.
- Review your published rental listings so the property details the agent references are current.
- Confirm you can view and edit AI agents. See AI Agent Permissions if you cannot access or change the settings.
- Choose the board and stage for renter leads, and decide who will review tour requests and handle calls that need a person.
1 Create your leasing agent
Open AI Agents, select New Agent, and complete the profile. Use a customer-facing Agent Name, an internal title such as “Leasing Agent,” and a short description of the work it handles. Select a Call Voice and preview it.
In Configuration, choose Leasing Operations for the agent’s role.
2 Set the property and leasing information
Under Knowledge → Relevant Locations, published locations are available by default. Use Add Property/Unit to select specific locations or Add Filter to narrow the scope. Review the locations the agent should discuss before testing.
Add approved business facts the agent needs, such as your service areas and leasing process, and review the Adjust Default Knowledge options. Follow How to Set Up AI Agent Knowledge rather than using Knowledge to request card updates or other actions.
To use an existing Knowledge Document, select Import from Knowledge Doc and follow How to Import Knowledge Docs to Use with an AI Agent.
The agent-page Knowledge section is for voice calls. SMS and email use knowledge linked through a capability.
3 Connect incoming calls
In Triggers → Inbound Call, select the connected line and choose the AI Agent to answer. Review when the line should reach the agent and set a Failover Number for calls the agent cannot answer.
If you want the agent to cover only certain hours, review the line’s ring schedule rather than assuming it answers every call.
4 Choose the leasing outcomes
- Create or update a lead: Configure Card - Create/Update, its destination board and starting stage, and the details to collect. Review the board’s deduplication rules. Follow Create or update cards with an AI agent.
- Capture tour requests: In Capabilities, select Showing - Create/Update and choose the board and board stage for the showing workflow. Test a tour request to confirm where it appears and who reviews it.
- Transfer a caller: Add Transfer Call rules for the team members who should take over. Follow How to Set Up Transfer Capability with an AI Agent for destinations, transfer types and voicemail testing.
5 Review and test the workflow
Make sure your configuration is saved, then make planned test calls to the connected line:
- Ask about an in-scope rental and a property outside the intended scope.
- Provide prospect details and check the resulting lead card, fields and stage.
- Request a tour and check where the request appears and who must follow up.
- Ask to speak with a person and verify the transfer and unanswered-call route.
Review the call record and test again after correcting information or settings. Use Test and Improve Your Voice AI Agent for call review and ratings. Each teammate can choose their own alerts using Managing AI Agent Notifications in Aptly.
If you also enable SMS or email, use AI Agent Handoff and Activities to supervise those conversations and take over when needed.