This guide walks through how to manage resident contact information and communication preferences in the platform.
Updating Resident Contact Information
Resident contact information (e.g., phone number, email, name) is synced daily from your property management system (PMS).
To make any updates, please make the changes directly in your PMS. These updates will automatically appear in the resident's guest card in EliseAI by the following day.
Managing Do Not Contact (DNC)
Sometimes, you may not want the AI to communicate with a resident—for example, in sensitive situations or during eviction proceedings. To stop the AI from reaching out or responding, you can toggle off the Contact Resident setting in the resident’s guest card:
When this is turned off, the AI will no longer send messages to the resident. If the resident initiates contact, a handoff task will be created so that an agent is alerted and can follow up directly.
Stopping and Unstopping Outreach
Residents can control whether they receive messages from ResidentAI by texting simple commands. If a resident texts "STOP", the AI will immediately stop sending them any further messages. This is treated as an opt-out and applies to all automated outreach.
If the resident changes their mind or sends "STOP" by mistake, they can text "UNSTOP" at any time to resume receiving messages from ResidentAI.
Changing a Resident's Language Preference
EliseAI supports 51 written languages, allowing residents to communicate in the language they're most comfortable with. If a resident messages the AI Assistant in a supported non-English language, EliseAI will automatically translate the message into English for your team, then reply in the resident's original language.
This process happens almost instantly, enabling the AI to respond to most inquiries in under five minutes. If a resident would like to switch back to English, they simply need to send a message in English, the AI will detect the change and automatically continue the conversation in English.
Need More Help?
If you're still unsure how to manage resident contact preferences or syncing issues, feel free to reach out to our support team or contact your CSM.