You can configure Maintenance Settings for your organization and individual communities in the AI Portal. These settings ensure that your AI shares accurate maintenance information with your residents.
If you use the Maintenance Mobile App, you can access your settings in the Maintenance Supervisor Portal.
If you do NOT use the Maintenance App, access your settings here:
- Click on Settings in your AI Portal's left sidebar.
- Click Resident in the Settings dropdown menu.
- Click the Maintenance tab on the Settings - Resident page.
Note that only Organization Admins, Community Managers, and Owners can edit Maintenance settings.
Navigate to each section of this article with the links below:
Organization and Community Settings
You can adjust maintenance settings for your whole organization or for individual communities.
To adjust maintenance settings for your whole organization, select Default Settings in the page's left sidebar. (This may already be selected by default)
To adjust maintenance settings for a specific community, select the community in the left sidebar.
Each community automatically inherits your organization's maintenance settings. These inherited settings are locked and grayed out on each community's settings page. Toggle each setting's purple switch to unlock the setting and adjust it for a specific community.
Keep your maintenance settings updated to ensure your AI Assistant provides consistent support, handles emergencies quickly, and routes routine tasks correctly.
Customize MaintenanceAI
Use the Customize MaintenanceAI section at the top of the page to adjust your AI Assistant's maintenance settings.
- Request Permission to Enter: Determines if your AI Assistant asks residents for permission to enter their unit when creating work orders. The AI includes this information on work orders it creates.
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Submit Work Order for Connected Emergency Requests: Determines if your AI Assistant creates a work order after a resident connects live to your emergency maintenance team.
- While not essential, selecting Yes for this setting can help create a record of maintenance requests for visibility and awareness.
- NOTE: The AI always creates a work order if a resident does NOT get connected to your emergency maintenance team.
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Submit Work Order for Lockouts: Determines if your AI Assistant automatically creates a work order for resident lockouts.
- Consider how your community handles lockouts when you adjust this setting. Some communities require residents to contact the lockout team or courtesy officer, while others may charge fees or offer limited after-hours support.
Maintenance Issues
EliseAI provides a comprehensive pre-filled list of maintenance issues for every organization and community. Each issue has pre-assigned escalation types based on industry standards. This information allows your AI Assistant to handle maintenance issues successfully.
| NOTE: You can no longer add custom maintenance issues to your settings. We have integrated all previous custom issues to your revised issues list. |
You can use the filters at the top of the list to quickly locate an issue.
The list displays the following information on each issue:
- Issue Name
- Category: Appliance, Electrical, Leak, and so on.
- Escalation: The method used by your AI Assistant to create the work order and/or escalate the issue to your maintenance team. See Edit a Maintenance Issue below for more information.
- Ask for Location: Whether or not your AI Assistant asks a resident for the location of the issue.
- Self Help Instructions: If you add resident self-help instructions for the issue, they appear here.
Edit a Maintenance Issue
Click on a maintenance issue in your list to open an Edit Maintenance Issue window.
Use the Escalation dropdown menu to update the issue's escalation type. You can choose between the following types:
- Routine: Your AI Assistant submits a work order for the issue without escalating it to the emergency maintenance team.
- Cannot be Requested: Your AI does not submit a work order or escalate the issue to your maintenance team.
- Emergency: Your AI ALWAYS escalates the issue to your emergency maintenance team.
- Emergency Only Upon Request: Your AI escalates the issue to your emergency maintenance team ONLY IF the resident requests an emergency.
- 911 Emergency: Your AI tells the resident to call 911 emergency services.
- Dynamic (Available for certain HVAC/Plumbing Issues Only): Your AI escalates the issue as an emergency only when certain conditions are met. See Dynamic Maintenance Knowledge for more details.
Type in any Resident Self-Help Instructions into the text box. Your AI Assistant sends these instructions to the resident, when applicable.
Additional Settings
Contact Support to configure any settings that do not appear on your Maintenance Settings page. This includes the following.
SMS Maintenance Escalations
When a resident texts the AI Assistant with a maintenance emergency, the AI Assistant automatically calls your maintenance team. This ensures that the resident connects to your maintenance team as soon as possible.
This feature is enabled by default if you set up Call Escalations with VoiceAI.
Next Business Day Handoff Language
When your AI hands off a non-emergency maintenance question to an onsite team member, it tells a resident that the team member will respond on the next business day if:
- The conversation takes place on a weekend or holiday.
- The conversation takes place after your business hours and the following day is not a business day.
Note that this feature is enabled by default.