Reduced first-touch maintenance turnaround by 63%
Built a triage agent that reads resident messages, classifies urgency, opens work orders in AppFolio, and drafts the first vendor outreach. Eight-week build.
Multifamily owner, 14 properties · February 2026
Resident messages arrived through three channels (text, email, portal) and got triaged by regional managers between everything else they were doing. Urgency calls were inconsistent and vendor follow-up slipped.
What we shipped
A triage agent that classifies each inbound message into urgency band, opens the work order in AppFolio with the right unit and category, and drafts the first vendor outreach. Twilio for SMS, OpenAI for triage and drafting, AppFolio API for work orders.
What we measured
The 94% accuracy figure is messages where the manager did not have to recategorize before approving. The other 6% were edge cases the regional team flagged for tuning.