Your MaintenanceAI Assistant can send residents proactive work order updates and respond to maintenance questions.
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.
This feature is available to ALL MaintenanceAI 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.
The resident can also ask your AI Assistant questions about the work order, or about your 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.
Opt Outs
Residents can opt out from receiving email, SMS, or voice messages from your AI Assistant. In this case, the resident will no longer receive proactive work order status updates.
See Unsubscribe & Opt-in Behavior for more information.
Status Update and Conversation Flow
To view work order updates sent to a resident, navigate to their conversation history by clicking their name in your Activity, Tasks, or Resident Contacts page. This opens the resident's guest card and conversation history.
Please note that:
- 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.
- Your AI Assistant DOES NOT send proactive work order updates to residents on your Do Not Contact list.
- 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 may vary depending on:
- Your Maintenance Settings
- Your Personalize AI Settings
- The specific work order
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.
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 a work order, your AI Assistant responds with the latest status and any other information it can relay.
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.