Property Management — Lease Renewal / Move-Out
Inbound tenant call about lease renewal, rent increase questions, or notice to vacate.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Get the lease end date — notice periods are strict and vary by state.
urgent“When does your current lease end?”
Field: Lease end date
Ask directly — are they calling to renew, ask about terms, or give notice to vacate?
urgent“Are you calling to renew your lease, ask about the new terms, or let us know you're moving out?”
Field: Intent (renew / month-to-month / move out)
If moving out — ask if they've submitted written notice yet. Verbal notice usually doesn't count.
urgent“Have you submitted your written notice to vacate yet? Most leases require written notice — a phone call alone may not count.”
Field: Written notice submitted
Ask about any outstanding maintenance — needs to be resolved before move-out inspection.
normal“Are there any maintenance issues we should know about before your move-out inspection?”
Field: Outstanding maintenance issues
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Negotiate rent amount without property manager authorization.
Waive early termination fees without manager approval.
Promise full security deposit refund before move-out inspection.
Give legal advice on tenant rights — refer to lease and local resources.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Confirm lease end date
- Email renewal or moveout instructions
- State next step
Then creates a case with:
- Tenant name
- Callback number
- Unit address
- Lease end date
- Intent (renew / month-to-month / move out)
- Received renewal offer letter
- Concern about rent increase
- Planned move-out date (if vacating)
- Written notice submitted
- Security deposit questions
- Outstanding maintenance issues
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