Work order intake by phone
Callers describe the problem, the AI asks the follow-ups a dispatcher would, and a complete work order appears with photos requested by text. Frontdesk runs it for residents and prospects.
Trigger
A repair or service request call comes in.
Built from
Why teams set this up
Half-described problems create return trips. The tech arrives, discovers the real issue, and now two visits cost what one should have.
First visits arrive informed
Photos collected before dispatch decides
Return trips for missing information drop
How the automation runs
A renter calls about a leaking dishwasher. The AI gets the model, the location of the shutoff, and whether the floor is wet, then texts for a photo. The tech sees the photo, brings the right valve, and the second trip never exists.
- 1AI receptionist
The AI walks your intake script: symptoms, location, access, urgency
- 2Outbound SMS
A text asks for photos while the caller is standing in front of the problem
- 3Smart ticket
A structured work order opens with every field filled
- 4Conditional branch
Urgent issues page dispatch, routine ones queue by priority
- 5Calendar
Schedulable jobs book a window on the same call
How multifamily teams run it
Maintenance requests arrive as complete work orders with photos texted in, sorted by urgency.
Synced with your systems
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Retention journeys that include this workflow
This workflow is one step inside larger retention journeys that run the full customer lifecycle.
Customer retention
A resident with unresolved maintenance frustration receives manager outreach before deciding to move.
See the journey →Churn risk intervention
A resident with repeated work orders and negative sentiment receives a retention call and resolution plan.
See the journey →Renewal journey automation
A resident enters a 90, 60, 30, and 15-day renewal cadence with policy-aware offer handling.
See the journey →Common questions
How does the work order intake by phone workflow start?
A repair or service request call comes in.
Which channels does this use?
This workflow runs over inbound voice, sms. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Which systems does this work with for multifamily businesses?
Frontdesk can work with Yardi, RealPage, Entrata, AppFolio, Buildium, ResMan, plus API and webhook connections for custom systems, so every conversation lands on the right record.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →This workflow also runs for any industry.
See the all-industry version →More from field service operations
Dispatch, ETAs, parts, and emergencies coordinated over phone and text.
Emergency maintenance dispatch
A dedicated line where the AI takes the address, assesses severity by your rules, pages the on-call tech, and texts the caller the ETA.
Work order status texts
Each stage of the job texts the customer as the ticket field changes: scheduled, en route, in progress, done. The phone stops ringing because people already know.
Parts arrival scheduling
When the part lands, flip Parts received and the AI calls the customer to book the install before the part gathers dust.