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Getting Started with MaintenanceAI

  • Updated

This article guides new MaintenanceAI users through navigating launch and setup. 

 

Overview

MaintenanceAI can integrate with the following PMSs: 

  • Yardi
  • Entrata
  • RealPage**
  • ResMan
  • AppFolio

** For RealPage clients: If your organization does not use our Leasing product, EliseAI still requires you to set up the Leasing integration so we can access unit details for Maintenance. See the RealPage EliseAI Setup article for details.

EliseAI strongly recommends launching MaintenanceAI and Maintenance App at the same time. See the Maintenance App Setup Guide for details. (Requires sign-in)

Please submit your EIN (Employer Identification Number) to EliseAI. This is a required step to enable AI outreach to prospects and residents. See our EIN FAQ article for more information.

 

Required Launch Step: Review Escalations

As a required launch step, your organization must review the full list of escalations for Emergency Issues and Dynamic Issues.

  • Users can review escalations for the whole organization or for specific buildings, depending on permissions.
  • If a user approves escalations for the whole organization, this applies to all buildings within the organization as well.
  • This is a required launch step. A building cannot launch on MaintenanceAI until a user has reviewed and approved the escalations.

See the Maintenance Settings article for instructions.

 

Welcome Message and First Steps

After launching MaintenanceAI, the AI assistant sends a welcome message to your residents. This message lets your residents know they can submit work orders through the AI number or email. Keep in mind that after launch, we do a tiered rollout of new resident conversations (25% per day) in order to avoid a large influx of work orders in one day.

The default message is:

“Hi {resident_name}! My name is {AI_name}. I'll be your resident assistant going forward. If you need help with maintenance, amenities, general questions about the property, or your renewal process, just let me know!”

Submit a Ticket to customize your AI Assistant's welcome message.

Residents can contact the AI through SMS, email, or phone to place work orders of all types, from routine maintenance to high-priority emergencies. This includes work orders for common areas that are not tied to a resident's unit.

You can adjust your Permission to Enter requirements to determine how your AI gathers information from residents when submitting a new work order. See the Maintenance Settings section of this article for full instructions.

  • 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

NOTE: If a resident's AI Portal guest card lists incorrect or outdated contact information, please update the contact information in your PMS. The update takes about 24 hours to sync to the AI Portal.  

 

Work Orders in Resident Guest Cards

You can now manage work orders using the Maintenance Mobile App and Maintenance Web Portal. 

If you have not launched on the Maintenance Mobile App, follow the steps below to view or add work orders for individual residents. Note that work orders for common areas do not appear on resident guest cards.

  1. Click on a resident contact in the Tasks or Contacts tab of your AI Portal. 
  2. Locate the resident's Guest Card on the right side of the page. 
  3. Locate the Work Orders section towards the bottom of the guest card.
  4. Click on a visible work order to mount the Edit Work Order box. Use this box to view or update work order details. Work orders updated in the AI Portal automatically sync to your building's PMS.  
  5. Add a work order for a resident by clicking + Add Work Order in the resident’s guest card. This opens the Create Work Order box, in which you can enter work order details. Work orders created in the AI Portal automatically sync to your building's PMS. 
  6. Click View all in the guest card's work order section to view a resident's work order history. 

Use the Show Completed/Closed switch to display a resident’s entire history of completed work orders in addition to open work orders.

 

Cancel Work Orders

If you conduct your maintenance operations in an external PMS, you must delete or cancel work orders in your PMS. 

If you conduct your maintenance operations in Maintenance App, you can cancel one work order at a time. Please submit a ticket to cancel multiple work orders at once. Include a list of work orders to cancel in your submission.

Follow these steps to cancel individual work orders: 

  1. Click on a resident contact in the Activity, Tasks, or Contacts tab of your AI Portal. 
  2. Locate the resident’s Guest Card on the right side of the page. 
  3. Locate the Work Orders section towards the bottom of the guest card.
  4. Click on a work order to open its details page. 
  5. Click the Status dropdown menu under the assign or reassign button.
  6. Select Cancelled in the dropdown menu. 

 

Work Orders from Unverified Residents

When an unverified resident calls with a maintenance issue, EliseAI creates a work order assigned to a common area. We include any units in the work order description, if needed.

We offer this feature to:

  1. MaintenanceAI clients on Yardi or Entrata.
  2. All Maintenance App clients, regardless of PMS.

When an unverified resident is merged into an existing guest card, any associated work orders are transferred to that guest card. This ensures that all work orders are assigned to the correct residents and units.

 

Maintenance Settings

Follow these steps to access your maintenance settings: 

  1. Click Settings in your AI Portal's left side panel
  2. Click Resident in the Settings dropdown menu. This mounts the Settings - Resident page in your AI Portal.
  3. Click the Maintenance tab at the top of the Settings - Resident page. 

 Use this page to configure the following maintenance settings:

  1. Request Permission to Enter: When toggled on, your AI asks residents for permission to enter and includes this information on new work orders.
  1. Submit Work Order for Connected Emergency Requests: When toggled on, your AI automatically submits work orders for emergency call escalations, whether or not the call is picked up by emergency maintenance.
  2. Submit Work Order for Lockouts: When toggled on, your AI always submits work orders for lockouts.

See our Maintenance Settings Overview and Instructions article for more details on configuring maintenance settings and adding maintenance knowledge. 

 

Maintenance Shift Rotations

Maintenance Rotations allow you to automate your maintenance team’s on-call schedules. 

Instead of manually assigning a staff member each week or day, rotations ensure a designated primary is always available for VoiceAI escalations. This feature can handle daily, weekly, or custom schedules.

See our Manage Shift Rotations in AI Portal article for more information.

 

Maintenance App

EliseAI offers a Maintenance Mobile App for iOS and Android. This allows your maintenance team to create work orders, assign technicians and shifts, and manage turns/inspections directly in EliseAI. 

See the Maintenance App Section for details (requires sign-in).

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