AI receptionist for property management
An AI receptionist for property management answers calls to your agency’s number in the agency’s name, works out whether the caller is a tenant, landlord, applicant or tradesperson, and handles the request or passes it to the right property manager. The Yes AI Professional plan answers in business hours, after hours and on weekends, with 1,500 minutes a month.
The receptionist is an AI voice agent with an Australian voice. It is not a person, and it says so at the start of every call. It does not replace your property managers; it takes the calls that interrupt them and turns each one into a written, sorted request.
Who rings a property management office, and what the AI does with each call
A rent roll produces the same handful of call types every week. The table shows how the receptionist treats each one with a typical configuration. You change any row to match your agency’s process.
| Caller | What they usually want | What the AI does | Where it goes |
|---|---|---|---|
| Tenant (renter) | Report a repair, ask about a rent payment, reach their property manager | Confirms the address, logs the repair with access details, texts a link for photos, flags anything on your urgent list | Maintenance officer or the assigned property manager |
| Landlord (rental provider) | Ask about a statement, a repair quote, a vacancy or their manager | Confirms which property, takes the question in full, offers a call back time or a live transfer if you allow it | The property manager named on that property |
| Applicant | Inspection times, rent, pets, parking, how to apply | Answers from the listing, books a place at the open inspection, texts the application link | Leasing consultant, as a booking and enquiry record |
| Tradesperson | Access to a property, approval of a quote, a job number | Records the job, the address and the question, never approves a quote or extra work | Maintenance officer |
| Buyer or seller | A sales listing or an appraisal | Takes contact details and the property of interest | Sales team |
| Strata manager, neighbour, utility or council | A notice, a complaint, a meter or access issue | Takes a message with a reference | Reception inbox |
How a call flows
- The agent answers with your greeting, such as the agency name and “property management”, and tells the caller it is an AI assistant. If you record calls, it says so here.
- It asks who is calling and which property the call is about, then checks the address against the property list you supply so the request lands with the right manager.
- It asks the questions you have set for that caller type. For a repair: what has happened, where in the property, since when, whether water, power or gas is affected, and whether anyone is at risk.
- It compares the answers with your urgent repair rules. A gas smell, a burst pipe or a property that cannot be locked goes to your urgent path; a dripping tap or a sticking door is logged as routine.
- For urgent calls during business hours it transfers the caller live to a nominated person. After hours, the after hours maintenance line rules take over.
- The caller receives an SMS confirming what was recorded and what happens next, with a link to upload photos where you use one.
- Your team receives a summary by email or SMS, or as a task in your CRM where it has an API, with the caller type, property, request and action taken.
- If a transfer is not picked up, the agent tells the caller their details are with the property manager and gives the call back window you have set, then texts the on-call person.
What you configure before it answers
Setup is where the agency’s knowledge goes into the agent. Most of it is decided in one working session with your head of property management.
- Greetings and hours. One greeting for business hours, one for after hours, and public holiday handling.
- Property list and manager assignments. An export from your property management software, refreshed on a schedule, so the agent knows which manager owns which address.
- Caller rules. Which caller types may be transferred live, to whom, and in what order.
- Urgent repair rules. Your state’s urgent repair list plus your own additions. The urgent repairs checklist by state is a starting point.
- What it may say about money. A safe default is that it confirms a message about rent or arrears has been passed on and says nothing about amounts.
- Calendars and systems. Viewings book into Microsoft 365 or Google Workspace calendars. Sales leads can go to HubSpot, Salesforce or Zoho. Your property management software is connected through its API where it has one, or by email where it does not.
What it does not do
An AI receptionist is good at sorting and recording. It is the wrong tool for anything that needs judgement or authority.
- It does not give advice about tenancy rights, bond claims or tribunal matters such as VCAT hearings. It takes the question and passes it to a person.
- It does not discuss arrears amounts, agree payment plans or talk about hardship. Those calls go to the property manager.
- It does not approve a quote, extra work or any spend.
- It does not assess rental applications or say whether an applicant is likely to be approved.
- It handles distressed callers poorly. A caller who is frightened, angry or disclosing family violence should reach a person quickly, and anyone in danger is told to call 000 first.
Privacy, recording and telling callers it is AI
Tenant and applicant details are personal information. The Privacy Act 1988 covers businesses above its small business turnover threshold, and the OAIC notes that this may include real estate agents. In Victoria, rental law changes from 25 November 2025 also require rental providers and their agents to protect renters’ personal information from misuse.
The OAIC’s guidance on commercially available AI products recommends making it clear when a public-facing tool is AI and keeping human oversight of its outputs. The receptionist follows both: it identifies itself on every call, and it leaves anything that needs judgement or authority to your property managers. Update your privacy policy to mention AI call handling and, if you record calls, the recording.
Which Yes AI plan suits a property management line
| Plan | Hours answered | Included minutes | Fit for property management |
|---|---|---|---|
| Starter, $299 per month a month | Business hours | 500 | Overflow while managers are at inspections. No after hours cover |
| Professional, $599 per month a month | Business hours, after hours and weekends | 1,500 | Agencies that want tenant calls answered in the evening and on weekends |
| Custom, quoted | 24 hour coverage | Quoted | Overnight answering, several offices or lines, call recordings and transcripts, multiple agents |
Prices are ex GST and month to month. Setup is a one-off fee on each plan. Starter sends call summaries by email only; SMS notifications, CRM integration and appointment booking start on Professional, so the SMS steps in the call flow above need that plan or Custom. The cost guide explains how to size minutes from your own call records rather than from door count, and the comparison with a call centre covers where a human operator still does better.
Related services
Applicant calls are only part of the leasing workload; rental enquiry automation handles the portal emails as well. For general business answering outside property, Yes AI also runs ai-reception.au.
To hear the receptionist take a tenant repair call and a landlord question in your agency’s name, book a demo through the enquiry form.