Property Management — Tenant Maintenance Request
Inbound tenant maintenance call. Separates habitability and safety issues from routine work orders.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask about gas smell, sparks, or smoke — any → advise 911 first, then dispatch.
urgentField: Gas smell / sparks / smoke
Ask if heat, hot water, plumbing, or AC (in heat season) is fully out — habitability bumps priority.
urgentField: Heat / hot water / plumbing / AC fully out
Get permission to enter the unit if tenant isn't home, plus pet info.
importantField: Permission to enter unit when tenant absent
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.
Promise specific repair timelines without dispatch confirmation.
Commit to chargeback or non-chargeback before review.
Discuss rent or lease terms — that's the leasing team.
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 unit and access
- Confirm callback number
- Share work order number
- State next step
Then creates a work order with:
- Tenant name
- Property address
- Unit number
- Callback number
- Issue description
- Heat / hot water / plumbing / AC fully out
- Gas smell / sparks / smoke
- Potentially tenant-caused (chargeback)
- Permission to enter unit when tenant absent
- Pets in unit
- Prior request for this issue
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