Overview

ACE can save your leasing team valuable time and reduce calls handled by your call center with its resident work order abilities. For the ACE chat and text channels, ACE gives residents a self-service experience by providing the property’s maintenance phone number and can provide a link to your online portal. If on a call, ACE can transfer the user to your maintenance line or offer to send a text with a link to your online portal. Learn more about ACE’s latest work order enhancements and abilities below:

ACE Resident Enhancements

Released: 4/25/24

Resident Transfer

Streamline your resident assistance with ACE. Now, if a resident requests their call to be transferred, ACE will provide a friendly Resident Transfer prompt and transfer their call to your property's designated resident phone number. Note: If it is related to maintenance or work orders, the call will be transferred to your designated maintenance phone number.

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Released: 1/30/23

Capture and Process Work Orders on ACE Voice

ACE can now capture work order details from renters over the phone—with no integration needed! When a renter calls with a maintenance issue, ACE will capture the details and send an email to the property manager. ACE will then text the renter informing them that the work order has been submitted and someone will be in touch with them soon.

Example of the ACE email notification sent to the property manager:

Example of the ACE text message sent to the renter:

Released: 1/5/23

Send Emergency Work Order Emails

ACE will now send an email notification anytime a renter requests an emergency work order. The email is sent to the "Emergency Work Order Email Address" that is designated by you. If this field is blank, an email will not be sent.

The following details are included in the email notification:

• Voice Recording
• ACE Transcript
• Problem Description
• Callers Phone Number

To activate, please follow these instructions:

1. Navigate to the Work Orders dashboard in the LeaseHawk Admin Center.

2. Enter a valid email address into the field, "Email address for emergency transfer notifications"

Collect Emergency Work Order Description

When a renter requests an emergency work order, ACE can capture a description of their problem before transferring them. When enabled, ACE will capture the description before transferring the renter to the maintenance number.

Instructions:

1. Navigate to the Work Orders dashboard in the LeaseHawk Admin Center.

2. Toggle on "Collect problem description before emergency Work Order transfers"

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Released: 9/15/22

ACE Maintenance Phone Number

• You can now add a dedicated maintenance tracking phone number for ACE.

• When enabled, callers are sent directly to ACE's work order flow.

• Provide the ACE maintenance phone number to residents for quick access to work order assistance without the need to listen to ACE's default intro.

• To request a dedicated maintenance tracking phone number for ACE, please contact your LeaseHawk Client Success Manager or support@leasehawk.com.

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Released: 6/15/22

New Dashboard: Work Orders

Control how ACE collects work orders from the new Work Orders dashboard in the LeaseHawk Admin Center.

To turn on the dashboard, please send a request to your LeaseHawk Client Success Manager or email support@leasehawk.com.

Work Order Redirect

Reduce calls going to your call center! ACE's new work order redirect enhancement encourages self-service for residents to utilize your existing online portal.

When activated, residents chatting or texting with ACE will be sent a customizable prompt with a link to your online portal. On calls, ACE will offer to text a link to your online portal.

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Released: 4/20/22

Work Order Identification

• When a user requests any type of work order, ACE will verify if the user is trying to create a new work order or requesting an action on an existing work order (Check Status, Cancel, Update).

• When a user requests to create a new work order, ACE will either transfer the user to the maintenance phone number or redirect the user to an online portal per the Work Order Redirect enhancement below.

• When the user selects an action for an existing Work Order, they will be transferred to the maintenance phone number and ACE will now track their action.

Resident Identification

• ACE will mark users as residents when any of the following conditions are met in the conversation:

1. The user requested a work order and confirmed their action.

2. The user requested more resident questions versus leasing questions.

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Work Order Redirect

• A new dashboard is available in the LeaseHawk Admin Center to manage the work order conversation flow. To enable the dashboard for a site/account, please contact your LeaseHawk Client Success Manager or email support@leasehawk.com.

1. For chat and text conversations, ACE will provide the user with a link to your online portal. See below for an example of ACE’s response for a work order via chat or text:

2. For calls, ACE will offer to text the user a link to your online portal. If the user declines the text offer, they will be transferred to the maintenance phone number. See the transcript below for an example of ACE’s voice response: