Use case / Request triage
Request triage for property managers and service teams
Tenants and customers send in every kind of request. Our AI chatbot finds out what the problem is, where it is and how urgent it is, then sends it to the right trade or team with the details attached.
Every request sent to the right trade
Why use a chatbot for request triage
A property management company can receive dozens of tenant requests in a day: a leaking tap, a tripped switchboard, a solar inverter showing a fault, a gate that will not close. Each one has to reach the right trade, and someone has to read every message to decide where it goes. The chatbot asks the questions your coordinator would ask, works out what kind of job it is and how urgent, and passes it on with everything the next person needs.
What your customers see
How the chatbot conversation works
01
Find out what is wrong
Ask what has happened, which property it is at and how long it has been going on, in plain questions a tenant can answer in a minute.
02
Work out the category and urgency
Match the request to the categories you use, such as plumbing, electrical, solar or general repairs, and check it against your rules for what counts as urgent.
03
Send it to the right place
Pass the request to the trade, team or branch you have agreed for that category, with the address, the problem and the contact details attached. Urgent jobs follow your urgent path.
A conversation like yours
An example chatbot conversation
Trained on your business
The types of request you handle, the trade or team responsible for each, the properties or areas you cover, what counts as urgent and who to alert out of hours.
When the chatbot hands over to your team
Categories and urgency rules need an agreed source of truth. The assistant should not diagnose a fault, promise an arrival time or tell a tenant how to repair something themselves.
We agree where each type of request goes before launch: an email to the trade, a job in your system or a message to your coordinator. If you need an extra connection, we’ll scope it with you.
Frequently asked questions
Get a request triage chatbot for your website
Show us your website and the requests you receive. We’ll show you how each one would be sorted and where it would go.