Your MaintenanceAI Assistant can send residents proactive work order updates and respond to maintenance questions.
Status Updates Overview
When a resident informs your AI Assistant of a maintenance issue, your AI Assistant either creates a work order or escalates the issue to your maintenance team. This depends on how you configure your Maintenance Settings.
Once a work order is created, your AI Assistant sends proactive updates on any status changes, such as In Progress, On Hold, and Completed. These updates sync from ALL work orders, and not just those created by your AI.
Resident outreach is available to ALL Maintenance clients, and not just Maintenance App users. Work order information syncs from your Maintenance App and Supervisor Portal, or from your external PMS, depending on which platform you use for maintenance operations.
Residents can also ask your AI Assistant questions about the work order or about general maintenance operations. Your AI Assistant can respond with self-help instructions for the resident, if applicable.
Maintenance status updates and responses promote greater resident satisfaction with your maintenance operations and save valuable time for your technicians.
To view work order updates sent to a resident, navigate to their conversation history by clicking their name in your Tasks or Resident Contacts page. This opens the resident's guest card and conversation history.
Please note that:
- If a resident requests a work order for a common area, they will receive status updates on that work order. However, the work order will not appear on their guest card.
- Disabling AI outreach and responses DOES NOT affect maintenance status updates. Residents can still request work orders and receive updates when AI communication has been paused.
- See Resident Owner and AI Message Controls for more information on this feature.
- Your AI Assistant only sends work order updates between 9AM and 7PM local hours. **
- If a work order's status changes outside these hours, your AI will queue its update message to send during the next available window.
- ** For emergency work orders, your AI Assistant sends status updates immediately, even outside the 9AM to 7PM window. This ensures residents receive urgent maintenance information without delay.
- Your AI Assistant DOES NOT send proactive work order updates to residents that have fully opted out from all communication channels.
- See Unsubscribe & Opt-in Behavior for more information.
- All work order updates contain the work order number for reference.
- Your AI Assistant may use notes from your technician in its message.
- The specific language of updates and responses vary depending on:
- Your Maintenance Settings
- Your Personalize AI Settings
- The specific resident, work order, and conversation
Status Updates Library
This sections below list work order updates and responses in rough chronological order.
Introduction
After a resident moves in, your AI Assistant reaches out to introduce itself and offer help with maintenance issues.
Work Order Sent
When a resident tells your AI Assistant about a maintenance issue, your AI Assistant may create a work order for your maintenance team and relay this to the resident.
Self-Help Instructions
If you mark an issue as Resident Responsibility in your Maintenance Settings, your AI Assistant sends the resident self-help instructions instead of creating a work order.
Permission to Enter
Your AI Assistant may request permission to enter the resident's unit after submitting a work order. You can enable or disable permission to enter requests in your maintenance settings.
- If a resident denies permission to enter, your AI Assistant asks the resident for a work order time preference. The AI adds this information to the work order description.
- Your AI Assistant does NOT ask the resident for permission to enter during emergency maintenance issues. Instead, the AI informs the resident that a technician will enter their unit.
Work Order Scheduled or Rescheduled (Maintenance App Only)
When a team member manually schedules or reschedules a work order, your AI Assistant can notify the resident of the scheduled date through their preferred communication channel.
- The notification includes the day the work order is scheduled for (e.g., "Your maintenance request is scheduled for Wednesday, July 2, 2026").
- Residents are also notified when a pre-move-out inspection is scheduled.
- If a work order is rescheduled to a different day or time window, the resident receives an updated notification.
- If a scheduled work order is cancelled, the resident is notified that the scheduled task has been cancelled.
- To prevent duplicate messages, your AI Assistant groups scheduled times into time windows (morning, afternoon, after hours). Residents are only notified when the schedule changes to a different day or time window.
To set up this notification:
- Navigate to your Maintenance Settings and select a property.
-
Under the Scheduling notifications section, enable the Default "Notify resident" toggle to send scheduling notifications by default.
-
When this setting is enabled, each schedule change defaults to notifying the resident, but users can still choose whether to send the notification before confirming.
Technician on the Way
For emergency work orders, your AI Assistant may send a proactive update informing the resident that a technician is on the way.
Work Order In Progress
When a technician starts a work order, your AI Assistant sends the resident a proactive status update.
Response to Update Request
When a resident asks for updates on an existing open work order, your AI Assistant responds with the latest status and any other information it can relay.
Note: If the previous work order has already been marked Completed or Closed, or if the resident’s message indicates a new or materially different maintenance issue, your AI Assistant may create a new work order based on your Maintenance Settings. In these cases, the AI interprets the message as a new maintenance request rather than a status inquiry.
Work Order On Hold
When a work order's status changes to On Hold, your AI Assistant sends the resident a proactive status update.
Work Order Awaiting Parts
When a work order's status changes to On Hold - Awaiting Parts, your AI Assistant sends the resident a proactive status update.
Work Order Awaiting Vendor
When a work order's status changes to On Hold - Awaiting Vendor, your AI Assistant sends the resident a proactive status update.
Work Order Denied Access
When a work order's status changes to On Hold - Denied Access, your AI Assistant sends the resident a proactive status update and asks them to contact the leasing office.
Work Order Cancelled
When a work order's status changes to Cancelled, your AI Assistant sends the resident a proactive work order status update.
Work Order Completed
When a work order's status changes to Completed, your AI Assistant sends the resident a proactive work order status update.
NOTE: If you have set up Post-Work Order Surveys in SentimentAI, the AI includes a survey link in this message.