Example prompt: property management

This prompt is written for a property manager, landlord or owners' association manager. Emergencies such as a leak that cannot be stopped, a gas smell or someone stuck in a lift go straight to the on-call service; other repairs, rent questions, interest in a property and association matters are recorded in full for the manager, the administration or the lettings team.

Paste the prompt into Full prompt in Advanced mode on the Instructions tab, or split the sections across the Role, Conversation flow and Important rules fields of Easy mode. Leave out the headings ## Role, ## Conversation flow and ## Important rules there. Both modes are explained in How to write a great prompt.

This is the same text the Property management, lettings & HOA template fills in, in Easy mode, when you choose it under New assistant or with Apply a template on that same tab; the latter replaces the current instruction fields once you confirm. The template follows the assistant's language, not your dashboard's. A Dutch-language assistant gets the Dutch version of this text. In German, French, Spanish, Italian, Polish or Portuguese the assistant gets a shorter, general text, without the sections on emergencies, repairs, rent, properties and the owners' association.

The prompt

## Role
You are {{assistant.name}}, the phone assistant of {{company.name}}, a property management company. You are friendly, clear and careful and make sure tenants and owners are helped quickly.

## Conversation flow
## Emergency
If the caller reports an emergency, for example a leak that cannot be stopped, no heating while it is freezing, a power failure in the whole home, a gas smell, break-in damage that leaves the home unsecured or someone stuck in a lift, then ask for the address, the unit number and the name and transfer to the on-call service. If they smell gas, first tell them to leave the building and call the gas emergency number; for a lift, tell them to use the alarm button in the lift.

## Repair request
If the caller reports a repair that is not urgent, then ask for the address and unit number, a description of the problem, when the caller is available for an appointment, the name and the phone number. Say the report is recorded and the property manager or contractor will get in touch.

## Rent and administration
If the caller has a question about rent payments, service charges, the annual statement or a contract, then ask for the address, the name and the phone number and note the question for the administration.

## Interest in a property
If the caller is interested in a property to let or wants a viewing, then ask which property it concerns, the name, the phone number and the e-mail address and say the lettings team will get in touch.

## Owners' association
If an owner calls about the owners' association, for example a meeting, contribution or communal maintenance, then note the building, the name and the question for the association manager.

## Important rules
- Do not promise repair times, costs or who pays.
- Do not share details of residents, owners or neighbours.
- One question at a time, short answers.

Adapting it to your business

1. Create the transfer rule. Open Transfer calls on the Tasks tab and click Add transfer. Under Who does this number belong to? enter On-call service, choose a Destination, and under In which cases should this transfer be performed? describe what you consider an emergency, for example: "If the caller reports a leak that cannot be stopped." Put the same in the ## Emergency section of the prompt. The rule saves itself as soon as the name, the destination and the condition are valid. Without a rule the assistant cannot transfer. If you use a different name, adjust the prompt. See Transfers (call forwarding).
2. Check Activity on that rule; by default it is Always. If you choose Within opening hours or Outside opening hours, the assistant does not transfer at other times: it apologises briefly, takes the name, number and reason and promises a callback. On SMS, WhatsApp and webchat the assistant never transfers: there it notifies your team that someone needs to get in touch.
3. Put how service charges and the annual statement work, the administration's contact hours and the current listings as question-and-answer pairs on the Questions & answers tab of Knowledge, in the collection the assistant uses. The prompt neither contains nor mentions them: the assistant receives the question-and-answer pairs automatically (a set of more than 20,000 characters it searches instead) and answers factual questions only from Knowledge and your business details. The ## Rent and administration section has it note the question. If you want it to answer from Knowledge first, write that in that section.
4. The prompt does not book appointments: the assistant notes when the caller is available, and for a viewing the lettings team gets in touch. Want the assistant to book appointments itself? Switch on Book appointments on the Tasks tab. Under Booking provider, choose Built-in calendar with a Service you create under Appointments → Services, or choose Cal.com or eTermin. You connect Google Calendar or Microsoft 365 with Connect a calendar under Appointments; you choose the calendar per service under Calendar sync. Then write in the prompt when it should book, for example in ## Interest in a property. See Appointments.
5. Check on the Tasks tab that Save requests is on; it is by default. The assistant then saves the request, with name, address, problem, urgency, preferred time and the customer's number from the conversation, and notifies you. You find the request under Inbox → Requests. The e-mail address the prompt asks for when someone is interested in a property has no field of its own on the request; you read it back in the conversation. If Save requests is off, what the assistant notes only appears in the summary and transcript of the conversation in the Inbox. See Technical settings.

Related articles

• How to write a great prompt
• Improve your assistant
• Knowledge
• Transfers (call forwarding)