How it works
Every step after a tenant texts One of them needs you
Follow one leak at 8 Ash St from the tenant’s first text on Monday to the closed work order on Tuesday. Our AI maintenance team takes every step in between, and you are asked only when a decision is yours.
“Kitchen sink is leaking.” Answered in 2 minutes
Ours replies by text in your company's name, asks your safety questions first and walks the tenant through stopping the damage.
- AnaMonday 9:12 AM ETKitchen sink is leaking under the cabinet. It won't stop.
- OursMonday 9:14 AM ETThanks, Ana. This is Maple Street Rentals maintenance. Is any water near an outlet or a light?
- AnaMonday 9:15 AM ETNo outlets near it.
- OursMonday 9:17 AM ETGood. Please turn the valve under the sink to the right until the water stops. I'll text you who's coming and when.
- AnaMonday 9:18 AM ETDone, it stopped.
- Is water near an outlet or a light?Ana: No outlets near it
- Can the tenant stop the water?Ana turned the valve at 9:18 AM ET
- Is it on your emergency list?No, so it goes to a vendor, not your on-call person
It found the last repair on this sink Then it asked you
Your team is on Cautious, the default, so Ours asks before it picks a vendor or spends money. The ask is one sentence with one button.
Ours found #2044
Monday- Monday 9:14 AM ETAnswered Ana and asked your safety questions
- Monday 9:17 AM ETWalked Ana through shutting off the water
- Monday 9:18 AM ETFound an earlier repair on this sink 2 weeks ago (#2044)
- Monday 9:19 AM ETPut one question in Needs you
You sent it to Rick's Plumbing
1 tapThis sink was repaired 2 weeks ago, on #2044. Send it to Rick's Plumbing?
Earlier repair at 8 Ash St, unit 2: work order #2044, kitchen sink, 2 weeks agoSent to Rick's PlumbingMonday 10:40 AM ETWhen you trust it, switch to Standard for your company or one team. It picks from your vendors and approves up to the limit you set for each property.
Rick said Thursday Ours got him there Tuesday
Vendors get the job by text, or in the vendor app if they use it. Ours nudges until they answer, then books the time with your tenant. You are in neither conversation.
- OursMonday 10:41 AM ETHi Rick, Maple Street Rentals here. The kitchen sink at 8 Ash St, unit 2 is leaking under the cabinet. The water is off. Can you take a look?
- OursMonday 11:41 AM ETFollowing up on 8 Ash St, unit 2. Can you take this one?
- Rick · Rick's PlumbingMonday 11:58 AM ETI can take a look Thursday.
- OursMonday 12:01 PM ETAna's water has been off since this morning, and it's your repair from 2 weeks ago. Could you come tomorrow?
- Rick · Rick's PlumbingMonday 12:20 PM ETFor you, sure. Tomorrow at 10:00 AM ET.
- OursMonday 12:20 PM ETRick's Plumbing can come tomorrow, Tuesday, at 10:00 AM ET. Does that work? Reply YES or send a better time.
- AnaMonday 12:21 PM ETYES
- OursMonday 12:21 PM ETYou're booked. Rick will be there Tuesday at 10:00 AM ET. Keep the water off until then.
Had Rick gone quiet, Ours would have sent up to 4 texts. Still no answer? The case comes to Needs you with the next vendor to offer it to.
It checks the fix before it closes anything
The work order closes only after the tenant confirms the fix, or there is a photo or note from whoever did it. Otherwise the case says "Not sure it happened." Then Ours closes it in AppFolio, Buildium, Rentvine, Rent Manager or Propertyware.
Ours checked the fix
Tuesday- Tuesday 11:41 AM ETPut Rick's photo of the fix on the case
- Tuesday 11:45 AM ETAsked Ana if it's fixedAna “Yes, all dry.”
- Tuesday 11:52 AM ETClosed the work order in your software
- Vendor
- Rick's Plumbing
- Visit
- Tuesday 10:00 AM ET
- Fix
- Replaced the supply line
- Tenant
- “Yes, all dry.”
- Closed
- Tuesday 11:52 AM ET
Rick’s Plumbing first for plumbing at 8 Ash St. Set it once, and every plumbing case there follows it.
Rule savedTuesday 12:02 PM ETWhere it stops and asks you
On Cautious, these are the moments a case comes to Needs you. Each one is a sentence and a button. Everything else stays with Ours.
- Before it picks a vendor
This sink was repaired 2 weeks ago, on #2044. Send it to Rick's Plumbing?
#2071 · kitchen sink leak · 8 Ash StSend to Rick's Plumbing - Before it spends money
The water heater at 9 Pine St needs $1,850 of work.
#2063 · water heater · your team is on CautiousApprove $1,850 - When a vendor stays quiet
Bayside Plumbing didn't answer 4 texts about 31 Cedar Ln. Offer it to Harbor Plumbing?
#2058 · bathroom sink not draining · last nudge Thursday 9:00 AM ETOffer it to Harbor Plumbing - Before it cancels work
The tenant at 40 Lake St says the faucet stopped dripping and asks to cancel Thursday's visit.
#2049 · leaky faucet · visit Thursday 10:00 AM ETCancel the visit - Before it contacts an owner
The owner of 9 Pine St approves work over $1,500. Send them an approval link for #2063?
#2063 · water heater · owner limit $1,500Send the approval link
Emergencies skip Needs you. They go to whoever is on call, then the backup, by call and text.
Not an emergency service. For a fire, a gas leak or anyone in danger, call 911 or the gas utility.
Questions
No. Needs you lists only the cases that need a person, one sentence each. Every text and booking is on the case if you want to look.
Ours sends up to 4 texts in your company's name. If they stay quiet, the case comes to Needs you with the next vendor to offer it to.
The case stays open until the tenant confirms the fix, or the vendor or technician marks it done with a photo or note. Before closing, Ours asks the tenant if it's fixed. If the answer is no, the case comes back to you in Needs you.
Ours checks each new report against earlier repairs on the same unit and the same item on file. An earlier repair is shown on the case, and the case comes to you in Needs you before a vendor is sent.
Only after the tenant confirms the fix, or there is a photo or note from whoever did it. Otherwise the case says "Not sure it happened" instead of guessing. Then it closes the work order in your software, with the note and photo on the case.
AppFolio, Buildium, Rentvine, Rent Manager and Propertyware. The work order stays in your software, and that is where it closes.
You decide what counts as an emergency. An emergency skips Needs you and goes to whoever is on call, then the backup.
Yes. Switch to Standard, for your company or one team, and it picks from your vendors and approves up to the limit you set for each property. Everything starts on Cautious.
Keep reading
- Tenant texts and callsAnswers tenants in your name, any hour
- VendorsJobs offered, chased and booked by text
- You stay in chargeYou decide, and it uses the rules you write
- After hours and emergenciesWho gets called at 2:00 AM ET, and when
- Works with your softwareAppFolio, Buildium, Rentvine and more
- Confirming a repair before you closeWhat to ask the vendor, one text to the tenant, proof by repair type
Your part in the repair was one tap, Monday at 10:40 AM ET