Saltar al contenido principal

AI Request Triage

AI triage automatically categorizes incoming service requests and drafts responses based on the request content and your property's knowledge base. This saves time and ensures consistent, fast responses to residents.

What you'll need
  • A Propty account with Property Manager or Property Admin access
  • The AI Knowledge Base configured with property-specific policies and FAQs

How AI triage works​

When a resident submits a request, the AI:

  1. Reads the request text and analyzes the issue
  2. Categorizes the request into a standard request category (e.g., Plumbing, Electrical, General Maintenance)
  3. Consults your knowledge base to understand your property's policies and procedures
  4. Drafts a response tailored to the issue
  5. Either sends or saves the response based on your confidence settings

The entire process takes a few seconds, and you retain full control over which responses are sent.

Steps​

1. Go to Request Settings​

From the Requests page, click Settings in the top navigation.

Request settings page

2. Open the AI Settings tab​

Click the AI Settings tab at the top of the settings page.

3. Enable AI triage​

Toggle the Enable AI Triage switch to turn on the feature.

When enabled, additional configuration options appear.

4. Set the confidence threshold​

Enter a Confidence Threshold between 0 and 100 percent. This determines how confident the AI must be before taking action.

  • 0% — AI will attempt to respond to almost any request
  • 75% (recommended) — AI responds only when it has high confidence
  • 100% — AI responds only when completely certain (rarely takes action)

The threshold helps prevent low-quality responses. A higher threshold means fewer responses but higher quality.

Recommended starting point

Start with 75% and adjust based on the quality of AI responses over time. You can view samples of AI-generated responses in the request activity timeline.

5. Choose the response mode​

Select how the AI should handle responses:

Auto-Send Mode

  • AI sends responses directly to residents when confidence ≥ threshold
  • Faster for residents but less oversight from staff
  • Best when your knowledge base is comprehensive and well-tested

Review First Mode

  • AI drafts responses that appear in the request for staff review
  • Staff can edit, approve, or discard before sending
  • Recommended for new setups or evolving knowledge bases

6. Save your settings​

Click Save Settings at the bottom of the page.

A confirmation message will appear indicating that AI triage is now active.

How to recognize AI responses​

In the request activity timeline, AI-generated entries are labeled "AI" with a distinct badge. Each entry shows:

  • The timestamp when the response was sent or drafted
  • The full text of the AI response
  • Whether it was auto-sent or awaiting review
  • The confidence score

Review and approve AI responses (Review First mode)​

If you have selected Review First Mode, AI-drafted responses appear in the request detail page:

  1. Open a request
  2. Scroll to the AI Response section below the activity timeline
  3. Read the draft response
  4. Choose one of:
    • Send — send the response as-is
    • Edit and Send — modify the text before sending
    • Discard — delete the draft without sending
nota

Discarding a draft does not prevent the AI from drafting again on future messages. If you consistently discard AI responses, consider adjusting your knowledge base or confidence threshold.

Request categories the AI recognizes​

The AI can categorize requests into these standard types:

  • Plumbing
  • Electrical
  • HVAC (Heating, Ventilation, Air Conditioning)
  • General Maintenance
  • Appliance
  • Parking
  • Landscaping
  • Safety and Security
  • Pest Control
  • Noise Complaint
  • Other

If the request doesn't fit into these categories clearly, the AI will either categorize it as Other or place it in the closest match.

Limitations and best practices​

What the AI does NOT have access to​

  • Unit-specific information — the AI does not know if a unit is currently rented, the resident's move-in date, or their lease terms
  • Maintenance history — the AI does not see previous requests or completed work orders for a specific unit
  • Confidential data — contact information, payment history, or other sensitive resident data
  • Real-time system status — whether the pool is open, if there is a power outage, etc.

Tips for best results​

  • Build a strong knowledge base — populate it with your rules, policies, procedures, and FAQs so the AI can reference them
  • Be specific in FAQs — instead of "we fix things quickly," write "plumbing emergencies are addressed within 2 hours"
  • Include turnover procedures — many requests relate to move-in/move-out; document your process clearly
  • Update the knowledge base regularly — as policies change, keep the AI informed
  • Review responses early and often — in the first week, spend time reviewing AI responses to ensure quality
Knowledge base quality affects AI quality

The AI is only as good as your knowledge base. If the knowledge base is empty or vague, the AI will produce generic or unhelpful responses. Invest time in building a detailed knowledge base for best results.

Troubleshooting​

AI is not responding to requests​

  • Check that Enable AI Triage is toggled on.
  • Verify that your Confidence Threshold is not set too high (100% means almost never respond).
  • Check your Knowledge Base. The AI may not be responding if the knowledge base is empty or your threshold is too strict for the available information.

AI responses are not relevant or helpful​

  • Review the AI responses that have been sent. Check the confidence scores — low-confidence responses tend to be less relevant.
  • Expand your Knowledge Base with more detailed information about your property's policies and procedures.
  • Raise your Confidence Threshold to require higher confidence before the AI takes action.

I want to disable AI triage for a specific request​

  • Open the request, scroll to the AI Response section, and click Discard.
  • This prevents the response from being sent but does not disable AI triage for future requests.

Can I undo an AI response that was already sent?​

  • No, but you can send a follow-up message from your staff account clarifying or correcting the AI response.
  • To prevent this in the future, switch to Review First Mode for more oversight.