AI handles tenant messages and repair requests

🧰 Before you start

• A channel tenants already use (WhatsApp is ideal in Malaysia)
• A list of your units, tenants and trusted contractors
• A place to log jobs: property management software or a Google Sheet
• An AI tool: WhatsApp AI agent, a Grok Bot, or a property-management AI product

🪜 Steps (tick as you go)

1. ☐
   1. Write your urgency rules

   E.g. Emergency (no water, gas smell, flooding) = call now; Urgent (aircon broken) = 24 hours; Routine = 7 days.

2. ☐
   2. Create a job log

   A Google Sheet with columns: date, unit, tenant, issue, photos, urgency, contractor, status.

3. ☐
   3. Set up the AI

   Give your AI tool the prompt below plus your unit list and rules.

4. ☐
   4. Tell tenants how to report

   Send tenants one number/link to message, and what to include.

5. ☐
   5. Connect alerts

   Emergencies should alert you or your manager instantly (call or message).

6. ☐
   6. Assign contractors

   The AI can suggest a contractor; you or your manager approve.

7. ☐
   7. Close the loop

   Ask the AI to check back with the tenant after the job is done.

💬 Prompts to copy

You handle repair requests for our rental units. When a tenant messages:
1. Ask for: unit number, what's wrong, when it started, and 1-3 photos.
2. Classify urgency using these rules: [paste rules].
3. If EMERGENCY: tell the tenant what to do now ([e.g. switch off the main valve]) and alert [manager number] immediately.
4. Otherwise log the job in [sheet] and tell the tenant when to expect contact.
5. Be polite and calm; never promise a time you can't keep; never discuss rent arrears or legal matters, pass those to [name].

🔗 Links

• PathCubed: 5,000+ unit case study: https://www.pathcubed.com/blog/ai-customer-service-for-property-management

From https://usecasy.com/use-case/tenant-ai-support/ · Guide checked 15 October 2026 · Prices are rough and shown in USD unless stated (MYR where relevant).