The Resident Experience With EliseAI

After your property launches ResidentAI, your AI Assistant begins communicating with residents across your active products. This guide covers:

• The messages residents receive and the channels used
• How residents interact with the AI across each product

Overview

Once ResidentAI goes live, your AI Assistant proactively reaches out to residents via SMS and email.

Residents can also contact your AI Assistant directly by texting, calling, or emailing. The AI handles routine questions, sends reminders, and escalates issues to your team when needed.

The specific type of AI outreach depends on the Resident product. The sections below cover what residents experience after your organization launches DelinquencyAI, MaintenanceAI, and RenewalsAI.

For a general overview of all proactive outreach across EliseAI products, see EliseAI Outreach to Prospects and Residents.

AI Phone Numbers

Your AI Assistant uses dedicated phone numbers to communicate with residents. Residents may receive calls or texts from the following numbers, depending on which products your property has launched:

DelinquencyAI: Payment Reminders and Collections

Messages Residents Receive

After your property launches DelinquencyAI, your AI Assistant sends proactive outreach when:

• A resident has an outstanding balance on their account.
• A resident is approaching their late fee deadline.
• A conversation requires follow-up due to lack of payment.
• A resident pays off their outstanding balance.

Your AI Assistant sends delinquency messages to all primaries and roommates on a lease via SMS and email. Guarantors receive email-only outreach. Dependents and other non-lease residents do not receive messages.

For full details on message timing and content, see Delinquency Outreach Messages.

How Residents Interact

Residents can respond to delinquency messages by texting, emailing, or calling your AI Assistant. Your AI Assistant can:

• Answer questions about their balance and payment due dates.
• Provide information about late fees.
• Help residents set up payment plans (escalated to your team for approval).
• Record promises to pay.

For more information on payment plan setup, see Payment Plans and Partial Payments.

For delinquency settings and configuration, see DelinquencyAI Settings Overview.

MaintenanceAI: Work Orders and Updates

Messages Residents Receive

After your property launches MaintenanceAI, your AI Assistant sends proactive updates on work order status changes, including In Progress, On Hold, and Completed. These updates sync from all work orders, not just those created by the AI.

During emergencies, your AI Assistant escalates the issue and connects the resident with your live maintenance team.

For full details on maintenance communications, see Maintenance Status Updates and Conversations.

How Residents Interact

Residents can interact with MaintenanceAI in several ways:

• Text or email your AI Assistant to report a maintenance issue. Your AI Assistant creates a work order or escalates to your maintenance team based on your Maintenance Settings.
• Ask questions about existing work orders by replying to a status update or texting the AI directly.
• Receive self-help instructions when applicable, such as steps to reset a Wi-Fi router or clear a disposal.

RenewalsAI: Lease Renewal Outreach

Messages Residents Receive

After your property launches RenewalsAI, your AI Assistant reaches out to residents at key points in the renewal lifecycle:

• When a renewal lease is approved and ready for resident review
• Follow-up messages if a resident has not responded to renewal offers
• Confirmation messages when a resident selects a renewal offer

For full details on renewal message templates and timing, see Renewals Outreach Message Templates.

How Residents Interact

Residents can respond to renewal outreach by texting, emailing, or calling your AI Assistant. Your AI Assistant can:

• Share available renewal offers and lease terms.
• Answer questions about renewal options, deadlines, and pricing.
• Send a link to the Renewals Portal where residents can review and select offers directly (Yardi and Entrata only).
• Escalate complex questions or negotiations to your team.

For renewals settings and configuration, see RenewalsAI Settings Overview & Instructions.

General Resident Check-Ins

In addition to product-specific outreach, your AI Assistant sends periodic check-in messages to residents. By default, check-ins occur every 90 days, unless:

• The conversation has been handed off to a live agent.

• You have disabled proactive messaging for the resident 

  See Resident Owner and AI Message Controls for more information on this feature.

• The resident has fully opted out of all communication channels.

  See Unsubscribe & Opt-in Behavior for more information.

Your AI Assistant also reaches out to residents upon lease signing as a move-in introduction. For full details, see ResidentAI Proactive Outreach.

Announcing the Launch to Residents

Upon young, notify your residents about the new AI Assistant. EliseAI provides introduction email templates for each product. Copy, customize, and send these to your communities:

• ResidentAI Introduction Email for Residents
• DelinquencyAI Introduction Email for Residents
• MaintenanceAI Introduction Email for Residents
• RenewalsAI Introduction Email for Residents
• ResidentAI + DelinquencyAI Introduction Email for Residents (combined template)

You can also message individual residents before AI outreach begins. See Contact Residents Before AI Outreach Starts for instructions.