The heating in a building fails. The office is closing, the report lands on the answering machine — and is discovered on Monday morning, after a cold weekend and twelve further calls.
Property management
AI phone agent for property management: fault reports captured properly.
Property managers get a call pattern nobody plans: heating off, water in the basement, lift stuck, neighbour dispute. Much of it is routine, some is urgent — and the difference is decided in the first thirty seconds of the call.
25+ languages
Concurrent calls
24/7 & weekends
GDPR · EU hosting
In short: The agent captures fault reports completely: property, flat, type of fault, since when, availability. It separates emergency from routine using a list defined in the prompt and transfers emergencies to the out-of-hours service immediately. Everything else arrives as a structured report instead of a note with half an address. Particularly effective at weekends and in the fringe hours.
The problem
The problem is not the volume but the completeness
The problem is rarely volume, it is distribution and the quality of capture. A call missing the property or flat number generates two more calls.
"There is a leak at our place." No property, no flat number, no callback number. Reconstructing it costs more time than the repair.
For the caller every fault is an emergency. Without a structured set of questions it is hard to tell on the phone what genuinely belongs with the out-of-hours service.
Tasks
What the agent takes over
The value here lies less in availability than in completeness: a properly captured report saves the callback that is otherwise always needed.
Capture fault reports in a structured way
Property, flat, type of fault, since when, availability for the contractor — every time in the same order.
Emergency switch
Water damage, heating failure during the heating season, gas smell, someone stuck in a lift: straight to the out-of-hours service. The rest waits for the next working day.
Standard tenant questions
When does the service charge statement arrive? How do I report a meter reading? Who is my contact? Same questions, same answers.
Prepare contractor scheduling
Capture the tenant's availability windows at the same time — the point where most appointments otherwise fail.
Recognise owner calls
Owners and committee members have different needs from tenants and are handled separately.
Weekends and fringe hours
Exactly when faults occur and exactly when the office is closed.
Honestly
Where the limits are
- No statements about rent reduction, cost liability or responsibility. That is legal advice and causes trouble particularly fast in property management.
- No contractor appointments without a connected calendar — the contractor sets the time, not the agent.
- No information about neighbours, other tenants or their behaviour. Data protection applies inside a building too.
- In disputes between tenants the agent has nothing to mediate — it captures and passes on.
We are not selling anything here that does not work. These points belong verbatim in the prompt block "Limits" — otherwise the AI will invent something when in doubt.
To copy
Prompt template for this industry
Copy it, replace the square brackets, paste it into Fonio under "Prompt". The "Limits" block is the most important one — do not trim it away.
# About you
You are the digital phone agent of the property management
company [name] in [city]. You speak calmly and factually.
You are responsible for capturing reports, not for assessing
them.
# Goal of the conversation
Capture fault reports completely enough that a contractor can
be instructed without follow-up questions. Recognise
emergencies and transfer them immediately.
# Conversation flow
1. Greet and ask what it is about.
2. First check: emergency? That includes water damage, gas
smell, complete heating failure between October and April,
a power cut affecting the whole building, someone stuck in
a lift. If yes: transfer to [out-of-hours number]
immediately.
3. Otherwise: ask for the property (street, number, city).
4. Ask for the flat (floor, position or name on the doorbell).
5. Have the fault described and summarise it.
6. Since when has the fault existed?
7. Capture name and callback number, have the number confirmed
digit by digit.
8. When is the tenant available for a contractor?
9. Summarise and say that the management will be in touch on
the next working day.
# Limits
- You say nothing about rent reduction, cost liability or who
is responsible for damage.
- You give no information about other tenants or neighbours.
- You do not confirm contractor appointments as binding.
- In disputes between tenants: capture, do not mediate,
transfer to [phone number].
- For a gas smell: "Please leave the building, do not operate
any electrical switches and call the emergency number."
Then end the call.Law & privacy
What additionally applies in this industry
Tenant data is personal data, and the management company is the controller under the GDPR — the Art. 28 data processing agreement with the provider is mandatory. Practically important: information about other tenants is inadmissible even when the caller lives in the same building. That limit belongs verbatim in the prompt, because in conversation it will otherwise inevitably be crossed.
Two minutes
Hear your own agent before you pay anything
You enter your website address, Fonio reads it and builds an agent that knows your services. Then you call it and hear how it would speak to your customers. No account, no credit card.
- 01 Enter your website address
- 02 Fonio builds the agent from it
- 03 Call it and listen
Two ways to your 10 %
Start straight through our partner link — the discount is pre-applied at checkout. Or have the code and the guide sent to you by email and decide in your own time.
30-day money-back guarantee · An active ad blocker sometimes prevents the discount from being attributed — in that case take the code by email.
Request the code by email
You will receive your personal :percent % code plus the setup guide in one email. The code is deliberately not shown on this page.
No spam, no sharing with third parties. We send a confirmation email first — the code only goes out after you click it.
FAQ
Frequently asked questions
How does the agent tell emergency from routine?
Only from the list you define in the prompt — it decides nothing on its own. That is why the list should be concrete ("complete heating failure between October and April") rather than general ("heating problems").
What does this do at weekends?
The most. Faults occur at weekends just as on weekdays, only the office is closed. Instead of a recorded message the tenant gets a complete capture, and the out-of-hours service is woken only for genuine emergencies.
Can the agent instruct a contractor directly?
No, and it would not be sensible. It prepares the instruction by capturing everything including the tenant's availability — the part that trips things up in practice.
How do tenants react?
Mixed, as everywhere. What matters is that genuine emergencies reach a human without detour and that the agent transfers whenever someone explicitly asks for a person. Both belong in the prompt.