Property management · Resident calls

Resident, owner and vendor calls, answered or turned into a callback

Not every call is a lease or a leak. Residents ask where to pay rent, report a noisy neighbour, give notice or ask about parking. Owners want their statements and vendors want to be paid. Your AI virtual receptionist answers what your rules cover and turns everything else into a callback message your team can act on.

Hear it answer — call our AI receptionist(450) 367-9990

Six everyday calls, and how each one ends

Most of these calls are quick, and most of them land on the person your team can least spare. Here’s where each one goes.

A resident, owner or vendor calls. The greeting says it’s an AI and that the call is recorded, then it asks who’s calling and about which property.

Rent Where do I pay rent, and is there a late fee?

Your virtual receptionistGives your payment options, the due date and your late-fee policy. Takes no card or bank numbers.

The call endsAnswered

Your team receivesThe call in your log. Balance questions become a callback for accounting.
Noise The people upstairs have been loud since midnight.

Your virtual receptionistTakes the unit, the time and what’s happening, and repeats your quiet hours. Threats or violence: it’s set up to tell the caller to call 911.

The call endsA complaint on record

Your team receivesA complaint email for the manager, with times and the unit.
Moving out I want to give notice for the end of next month.

Your virtual receptionistRecords the date they plan to leave and explains how your lease says notice must be given.

The call endsA message; the resident knows how to make it official

Your team receivesA move-out email, so leasing can start marketing the unit.
Owner I own 14 Elm Street. Where’s my October statement?

Your virtual receptionistAsks which property and what they need.

The call endsPut through, or a callback

Your team receivesA message headed Owner, for owner relations or accounting.
Vendor I’m the plumber for unit 2A. Nobody’s answering the door.

Your virtual receptionistTakes the company, the job and the unit, and puts the call through if your rules say so.

The call endsPut through, or a message

Your team receivesA message headed Vendor, with the job and the unit.
Someone asking about a resident Does Jordan Lee live in unit 6?

Your virtual receptionistWon’t confirm or deny it. Offers to take a message for whoever the caller is trying to reach.

The call endsNo information given

Your team receivesThe call, logged, so the manager can see who asked.

A callback, done properly

A renewal question only a person can answer. The virtual receptionist doesn’t negotiate; it makes sure the callback is worth having.

Sample call · Harbor Point Property Management (example company)

AI receptionistThanks for calling Harbor Point Property Management. I’m an AI assistant. This call is recorded and transcribed so we can handle your request. How can I help you today?
CallerI got my renewal letter and the rent is going up. Can I talk to someone about a six-month lease instead?
AI receptionistLease terms are something our leasing team handles, so I’ll set up a callback. Can I get your full name and your unit?
CallerMarcus Webb, 88 Harbor Road, unit 12.
AI receptionistThank you, Marcus. What’s the best number to reach you, and when is a good time?
Caller617-555-0162. After 5 on weekdays.
AI receptionistSo the team knows what to look at: you received your renewal letter, and you’d like to ask about a six-month lease instead of a full year. Is that right?
CallerYes, exactly.
AI receptionistOur leasing team returns calls within one business day. They’ll call you at 617-555-0162 after 5 p.m. Is there anything else I can help with?

The callback message your team receives

Every message is laid out the same way, so whoever opens it can act without listening to the recording. The headline says who called and why; the rest says what they were already told and when to call.

Messages reach everyone on your call notifications list the moment the call ends.

New call · CallbackExample

Callback: Marcus Webb, unit 12, renewal term

Caller: Marcus Webb · resident · 88 Harbor Road, unit 12
Call back: (617) 555-0162 · weekdays after 5 p.m.
About: Received his renewal letter. Asks about a six-month lease instead of 12 months.
Already told: Leasing returns calls within one business day. Nothing said about rent or terms.
Urgency: Normal

Example. The recording and the full transcript are in your 365vox portal.

What it answers, and what becomes a callback

You decide where the line is, in your business rules. A common split:

Resident calls answered by the virtual receptionist and calls turned into callback messages
Topic	Answered on the call, from your rules	Becomes a callback message
Rent	How and where to pay, the due date, the late-fee policy	Balances, payment plans and disputes
Parking	Assigned and visitor parking rules, the towing policy	A request for a second spot; a car towed tonight
Packages	Where packages go; locker or office hours	A missing package
Amenities	Hours and rules for the gym, pool or party room	A booking you approve by hand
Moving out	How notice must be given; the move-out checklist	The notice itself, and any question about the deposit
Renewals	When renewal letters go out	Any question about rent, terms or a shorter lease
Noise and neighbours	Your quiet hours and how complaints are handled	Every complaint, with times and the unit
Owners and vendors	Your office hours; how invoices are sent	Statements, payments and anything about a job

An example split. Yours goes in step 9, Business rules, and can differ from one property to the next.

Privacy: what it never says about anyone

You hold residents’ addresses, phone numbers and payment histories. The virtual receptionist gives the same answer to everyone who asks about a resident.

It never confirms or denies that someone lives at a property or in a unit
It never gives out a resident’s phone number, email or unit, to anyone
It never discusses a resident’s account, balance or complaints with another caller
Family members, employers and debt collectors get the same answer: it can take a message
Police, process servers and courts are passed to your manager
Another landlord asking for a rental reference is told your office’s written process

The same answer for everyone

A caller asking “does she live there?” may be a worried relative, or someone she’s hiding from. The phone can’t tell the difference, so the safe answer is the same every time: “I can’t share information about residents, but I can take a message.”

Build it yourself

Build your resident line yourself

The settings for resident, owner and vendor calls in the 365vox portal. The more your business rules cover, the more calls end with an answer instead of a callback.

Build yours free for 7 days

You set all of this yourself in the 365vox portal, on the Customize screen. Everything saves as you type; then you submit, test the agent with a real call and activate it.

Customize · your agent

Step 3, Questions to askAdd Which property and unit are you calling about? and Are you a resident, an owner or a vendor?
Step 4, Forward to a personYour office line, for callers who ask for a person.
Step 7, When your agent answersOverflow: your front desk answers first, and the agent answers after 20 seconds, or when the office is closed.
Step 8, Call notificationsYour office inbox, plus accounting, so owner and rent questions reach them too.
Step 9, Business rulesHow to pay rent, your late-fee policy, quiet hours, parking and towing rules, how notice must be given, and when callbacks happen (for example, within one business day). Upload your resident handbook.
Step 10, Things your agent will never doAdd Never confirm whether someone lives at a property and Never discuss a resident’s account with anyone else.

Illustrative example

A 1,200-door company whose front desk lived on quick questions

Two people answer the main line. Many of their calls are about rent, parking and packages, and the rest are callbacks written on sticky notes.

Calls answered after 20 seconds of ringing, and all night
Rent, parking, package and amenity questions answered from the business rules
Everything else turned into a callback message in the same format
The front desk works from one inbox of messages instead of voicemail

The numbers, worked out

Resident, owner and vendor calls: 650 a month
Answered on the call (60%): 390
Callback messages (40%): 260
Front-desk time back, at 4 min a call: 26 hours

365vox for those calls$1,218/mo

Illustrative example, not a 365vox customer result. Assumptions: 150 resident, owner and vendor calls a week (4.33 weeks a month), 60% answered from the business rules, 4 minutes of staff time saved on each of those, 2.5 minutes a call at $0.75. Your split depends on your rules.

Comparing virtual receptionist services?

Live answering services usually sell monthly plans of minutes or calls. 365vox is an AI virtual receptionist that answers forwarded calls on the first ring, day and night, follows your approved answers and costs $0.75 a minute, billed by the second, with no plan.

The virtual receptionist, minus the call center

Resident calls and callbacks FAQs

What is a callback message, and how fast does my team get it?

A short email that says who called, about what, what they were already told and when to call them back. It goes to everyone on your call notifications list the moment the call ends.

Can it tell a resident their balance?

It tells residents how and where to pay, your due date and your late-fee policy. Balances and disputes become a callback for your accounting team, so account details are only discussed by your staff.

Will it take rent payments?

No. It never takes card or bank details on a recorded call. It explains how to pay through your resident portal or your usual payment options.

How does it handle a noise complaint at night?

It takes the unit, the time and what’s happening, repeats your quiet hours and logs the complaint for the manager. If there are threats, violence or someone in danger, it’s set up to tell the caller to call 911.

Can a resident give notice to move out over the phone?

It records the date they plan to leave and tells them how your lease says notice must be given, such as in writing through your portal. It doesn’t accept the notice itself.

What does it say when someone asks whether a person lives at a property?

That it can’t share information about residents, but can take a message. It says the same to everyone, whoever they say they are.

Can owners and vendors reach the right person?

It asks who they are and which property, and heads the message Owner or Vendor so your team can route it. If you want owners on a line of their own, give them a separate number with its own agent.

Can it call residents back for us?

No. It answers incoming calls only. It makes sure every callback message is complete, so the person who calls back has what they need.

Every quick question answered. Every callback worth making.

No credit card required. Cancel anytime.Just forward your phone line — we'll handle the rest.

Or hear it first — call our AI receptionist(450) 367-9990

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