Common calls and how to handle them
Maintenance intake
Record the property or unit, the issue as reported, and the resident’s contact details. Follow your urgent-maintenance routing instructions.
Leasing inquiries
Answer from current information you supply about properties and the application process. Capture showing requests without promising availability or approval.
Owner and vendor calls
Identify the property and reason for the call. Route to the assigned manager using your configured contacts.
What to collect for a useful follow-up
Choose the minimum information your team needs to respond. A concise request is easier to review than a long, unfocused message.
- Resident, prospective tenant, owner, or vendor
- Property address or unit reference
- Reason for the call and callback details
Review call summaries and transcripts in your dashboard, then let the responsible staff member confirm the next step.
Example phone conversation
Illustrative script, not a recording or customer result. Use only services your business actually offers.
Caller
I live in unit 204 and need to report a leaking sink.
CallPlan
I can collect that maintenance request. Which property is unit 204 in, and how should the team contact you?
The goal is a clear request and a useful handoff. Collecting these details does not confirm an appointment, price, or arrival time.
An idea to try: make the call path more specific
Keep listing information separate from maintenance instructions. Assign someone to update availability so the agent does not rely on an old listing when answering a leasing question.
Set up the workflow in CallPlan
- Supply your business knowledge. Add current services, hours, coverage, FAQs, and policies in your dashboard.
- Define the handoff. Specify the intake questions, transfer contacts, and situations that require a person.
- Check appointment handling. Decide whether to collect requests or use a configured booking workflow. Verify calendar readiness before confirming times.
- Review the experience. Try representative calls, check the resulting summaries, and update unclear or outdated instructions.
Essentials supports business answers, routine requests, configured transfers, and call summaries. If your workflow requires connections to existing software, discuss CallPlan Connect. Integration availability and scope depend on your tools and requirements.
Common questions
Can the agent approve applications or authorize repairs?
Keep those decisions with your authorized staff. CallPlan can explain the process you supply, collect requests, and route calls according to your instructions.
Can we keep our existing phone number?
Once your CallPlan service is activated, you can forward calls from your existing number to your assigned CallPlan number. Forwarding options depend on your phone provider.
What should we provide before getting started?
Start with the information in the intake checklist above, along with your approved answers and handoff contacts. Submit your Business and Agent information through the dashboard; payment alone does not activate call handling.