AI Maintenance Triage and Vendor Routing
Residents get fast, meaningful responses; vendors get complete context; managers only step in when an issue crosses a real threshold.
Severity at intake
Classification happens when the request arrives, not when someone gets to it.
Four-level model
Emergency, urgent, routine, and capital-review categories with concrete examples.
Adaptive questioning
Follow-up questions match the issue type: a leak asks about shutoff, HVAC asks about behavior.
Safety escalation
Active safety matches alert the property team immediately with an incident record.
Complete vendor handoffs
Work orders carry everything the vendor needs to act without calling back.
Full context orders
Severity, photos, access instructions, resident availability, and approved spend.
Per-action autonomy
Eligible spend and vendor actions run automatically, run and notify, hold for approval, or remain human-only under the workspace policy.
Status enforcement
Silent vendors trigger follow-up; residents see updates at each stage.
Availability and approval rules
Connect your property systems, payments, and communication channels. Available actions depend on your providers, permissions, and workspace rules.
Eligible workflows can run automatically, notify you, wait for approval, or stay human-only. High-Impact Actions defined in the Terms require qualified human review and explicit approval. Legal, safety, licensing, and provider requirements still apply.
Workflow availability, input formats, outputs, permissions, retention, and integrations depend on the enabled workspace configuration and connected source systems.
The triage reference model
Severity definitions, intake questions, and boundary rules are documented in the maintenance triage guide.
Metrics that matter
Track time to first meaningful response, time to vendor assignment, and reopen rate.
Frequently asked questions
Can residents text issues in?
Intake channels and required details are scoped during setup so the workflow fits your resident experience.
Does AI pick the vendor?
Routing stays inside approved vendor lists and thresholds you define; exceptions route to you.
What counts as an emergency?
The severity model is configurable, but safety categories default to immediate human escalation.