Admin · AI Triage

AI Inquiry Triage

Owner emails arrive · classifier sorts (Billing / Maintenance / ARC / Rule clarification / Records / Emergency / General) · drafts a reply citing the right governing-doc paragraph or workflow · routes to the right manager only when human input is truly needed.

147Emails today

88Auto-resolved

42Drafted · awaiting send

17Routed to manager

94%Classification accuracy

−61%Manager inbox load

38sAvg response time

Jordan Patel · #304

Question about pool hours during May renovation

Hi — I saw the notice about pool resurfacing. Will the pool be closed the whole month or just specific days? My family was planning a birthday party May 18 and want to know…

Rule clarification 7m ago

Withheld · #418

Auto-pay didn't go through this month

I got an email saying my auto-pay failed. I checked and the card on file is the same as before. Is there an issue on your end? Can you re-run it?…

Billing 14m ago

Marcus Chen · #210

Water leak in bathroom — urgent

There's water coming from the ceiling in my bathroom right now. I think it's from upstairs. Please send someone immediately…

Emergency 22m ago

Linda Adekoya · #418

Want to install a new front door

Hello, I'd like to replace my front door with a matte black solid wood door. What's the process for getting this approved? Any swatches or specs I need to provide?…

ARC 36m ago

Withheld · #608

Need copy of last 3 board meeting minutes

Per Florida Statute 718.111(12), I am formally requesting copies of the last 3 board meeting minutes. Please advise the procedure and any associated…

Records request 52m ago

Avery Lee · PH3

Loading dock reservation for furniture delivery

I'd like to reserve the loading dock for May 12 between 10 AM and noon. We have a moving truck coming with new furniture…

General · loading dock 1h ago

Pat Williamson · #309

Smoke alarm chirping

My smoke detector keeps chirping. I think it needs a new battery. Is this something maintenance handles or me?…

Maintenance 1h ago

Withheld · #101

Question about why my dues went up

My dues went from $385 to $420 starting in January. Why? Was there a vote? I don't remember seeing anything about this…

Billing · budget 2h ago

Tomás Rivera · #702

Can a tenant submit ARC requests?

I'm renting and want to add a small balcony planter box. The owner says it's fine but does he need to sign? Or can I submit?…

Rule clarification 2h ago

Sandra Wu · #311

Why was I fined for smoking?

I want to dispute the fine. I was smoking on my own balcony. The covenants say no smoking inside. Please explain…

Rule clarification · sensitive 3h ago

Jordan Patel · jordan@example.com · Plaza Tower #304 · Apr 28, 2026 14:42

Question about pool hours during May renovation

Hi —

I saw the notice about pool resurfacing. Will the pool be closed the whole month or just specific days? My family was planning a birthday party May 18 and want to know if we should move it to a different location or push the date.

Thanks,
Jordan

AI classification + context

CategoryRule clarification · 96% confidence

Owner statusCurrent · auto-pay active · no open violations

Property contextPool resurfacing scheduled May 5–22 · BOD-approved Apr 9

SentimentNeutral · planning question

Recommended actionAuto-draft response with pool closure dates · cite Apr 9 minutes

Drafted reply (manager review)

📜 Apr 9 BOD minutes · item 7 📋 Pool service contract · resurface 5/5–5/22 📅 Calendar event · pool reopens 5/23

How the classifier works

Step 1

Inbound email

Front-desk + manager inboxes are forwarded to the triage worker. Subject + body + sender + thread history all sent to the model.

Step 2

Classify + load context

Model returns one of 7 categories with confidence. Worker pulls owner profile from AppFolio (status, balance, violations, ARC history) + property context (recent meetings, pending projects, recent notices).

Step 3

Draft + cite

Model drafts a reply citing specific governing-doc paragraphs, recent meeting minutes, AppFolio data, or workflow links. Citations appear as pills the manager can verify in one click.

Step 4

Auto-send rules

Auto-send threshold per category: high-confidence Maintenance + Records + General → auto-send. Billing + Rule clarification → manager review then send. Emergency → SMS the manager + skip the draft.

Step 5

Sensitive flag

If sentiment is angry, threat detected, attorney mentioned, or sender has multiple open issues → auto-flagged "sensitive · don't auto-send" regardless of category. Always manager-reviewed.

Step 6

Audit + learn

Every classification + reply logged to audit log. Manager corrections feed back as training signal. Per-category accuracy tracked weekly.

Auto-send confidence by category

Category	Volume / week	Auto-send threshold	Manager review
Billing	~120	Never · always reviewed	100%
Maintenance	~80	95% confidence · auto-send + create work order	~10%
ARC	~25	90% · auto-reply with form link only	~30%
Rule clarification	~60	Never · always reviewed	100%
Records request	~10	100% · auto-acknowledge + start statute clock	Always reviewed before fulfillment
Emergency	~5	Never · auto-SMS manager + front desk	Immediate
General	~140	90% · auto-send	~5%

What this saves managers. ~440 emails/week × ~3 minutes each = 22 manager hours/week. With 60% auto-resolved + 30% drafted-and-reviewed + 10% routed = manager time per email drops from 3 min to ~45 sec average. Frees up roughly 14 hours/week per manager for project work, board calls, and physical inspections — which is exactly where the leverage actually is.