Property
One manager, one phone, three hundred flats.
A residents association manager has one phone number that everybody rings for everything: a burst pipe, a question about the monthly statement, a disputed arrear, and somebody who wants to know when the bins go out. The calls arrive in spikes, and the important one sounds exactly like the others until you answer it.
The assistant takes fault reports and opens them as tickets with block, stairwell and flat number, answers from the rules and notices you publish, takes meter readings where they are read individually, and pushes anything that cannot wait straight to the manager or the call-out firm.
What rings on the management line
The useful split is not by subject but by urgency: some of these calls can wait until tomorrow morning, and the rest cannot wait ten minutes.
A fault report
Block, stairwell, flat, what broke and since when. Opened as a ticket with the phone number on it.
An emergency that cannot wait
Flooding, no gas, somebody stuck in the lift. Immediate transfer, with no further questions.
Questions about the statement
What a line means, when it was posted, when it is due. From the documents you publish.
Arrears and penalties
It takes the dispute and records it. The amount is confirmed by the manager, not by the assistant.
Meter readings
Where meters are read individually, it takes the reading and writes it to a sheet or into your system through a tool.
From a report to a ticket
The flow has one thing it has to do extremely well: establish the exact address before anything else. A report with no stairwell and flat number is a useless report.
- 01 Ask about the emergency first A flood does not tolerate a form. The first question separates the emergency from everything else, and if the answer is yes the call leaves immediately.
- 02 Pin down the address Block, stairwell, flat, read back for confirmation. Without it, nothing that follows is worth anything to whoever goes out.
- 03 Record the report literally What broke, since when, whether neighbours are affected too. The text stays the resident, not an interpretation by the assistant.
- 04 Open the ticket Through the Zendesk or Freshdesk connector, or as a row in a spreadsheet if that is where call-outs are tracked.
- 05 Tell the right person A Slack message to the manager or the service firm, with the address and the type of report, so it does not depend on who opens the ticket queue first.
What is left after the call
In a residents association the value is not the answered call, it is the proof that it was answered, at what time, and what was said.
| The ticket | With the exact address, the resident own description, the phone number and the time it opened. |
|---|---|
| The notification | The Slack or email message to the manager, immediately rather than at the end of the day. |
| The reading | Written as a row in a sheet or sent to your system through an HTTP tool, with the flat and the date. |
| On the call record | The full transcript, which is the only thing that matters when somebody says they rang and nobody answered. |
What it does not do for a management company
A manager answers to a general meeting, so it matters that where the product stops is unambiguous.
- It confirms no amounts and negotiates no arrears It does not say what you owe and does not agree payment plans. It takes the dispute and hands it over.
- It takes no money No payments over the phone, in any form.
- No link to your management software There is no ready-made connector for the Romanian property management packages. The link is your own HTTP tool or an MCP server.
- It does not dispatch the call-out team It can open the ticket and notify whoever you name, but it does not dispatch a crew and does not confirm an arrival time.
- It does not decide what is urgent It recognises the words you flag as an emergency. It does not assess the severity of something it cannot see.
What managers ask us
What does it do when ten residents ring about the same fault?
It takes each call separately, but you can give it a shared note to read: if the fault is already known, it says so in the first seconds and shortens the call to confirming the address. That note is changed in a document, without rebuilding the assistant.
Can it answer questions about the monthly statement?
It can answer what a line means and when it is posted, if you give it the rules and notices as a knowledge base. It cannot read the amount for a particular flat unless you give it tool access to the system holding that amount — and that is worth thinking about twice on a phone line with no strong identification.
Does it work for several associations on one number?
Yes. Either ask for the address up front and route on it, or use one number per association. The second is easier to follow in reports, and numbers are cheap.
What happens at night?
Exactly what you configure. Most commonly: emergencies transfer to the call-out number and everything else is taken as a ticket and dealt with in the morning. The after-hours page describes that pattern in detail.
Where to go next
Telephony
Numbers, trunks, dial plan, queues, operators and campaigns, in one system.
Operator handoff
Queue, operators, skills, transfer, and what the supervisor sees.
Integrations
25 business connectors, 18 selectable providers, eight storage destinations.
Pricing
Components at their published price, the platform on top, and what we cannot price yet.
Notes
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1
The tools named on this page are the ones in
App\Services\Integrations\ConnectorRegistrycarryingimplemented. Anything that is only in the catalogue, without that flag, is not named here as though it worked. -
2
Tickets use
create_ticketon the Zendesk or Freshdesk connectors. The notification usessend_messageon the Slack connector. All three carryimplemented.