Clara answers nights and weekends first, in place of MCC. During office hours your team works exactly as today.
Oct 13, 2026 · each step turns on on its date unless you tell us to wait, and each can be switched off on its own
Plan
Overview
Oct 13 to early NovemberWhat turns on when. Click any step above for the detail.
Proposed timeline
SetupTest & adjustLivePhase 2 (proposed)Kickoff, Fri Oct 16
Setup
This week · listening onlyWe download your existing call recordings from Crexendo so Clara learns your callers. Nothing changes for callers, and she doesn't answer yet.
Clara
Situs team, or Phase 2
To confirm Friday
Missed call · Clara picks up
On-call tech
All techs
Matt
Eileen
Hugo
Work order · tenant requested
Self-guided tour
Lee or Davey
Hover or tap a box for the detail.
| What | Where it lands |
|---|
| Work orders | AppFolio Propflow |
| Call notes | AppFolio Propflow |
| Recordings & transcripts | Propflow |
| Guest cards & leads | AppFolio Propflow |
| Showings | Agent's calendar |
| Texts in AppFolio's message thread | Work in progress |
Draft from the Oct 20 leasing meeting (Hugo's version). Click any text to edit it.
After hours, callers hear a short menu
- Press 1, maintenance: goes to MCC, as today
- Press 2, leasing: goes to Clara at (720) 740-4240
- No choice made: goes to Clara, who asks what they need
Office hours don't change: your team answers as today.
What Clara does on leasing calls
- Answers questions about available homes, prices and move-in
- Books showings with Lee or Davey
- Runs self-guided lockbox tours
- Takes a note for your team for anything else
- If a resident reports an emergency: tells them to call 911 and rings your on-call chain
- If a resident reports a repair: takes a note for your team (or files a work order, to decide)
What Crexendo (Dani) needs to do
- Build the after-hours menu: 1 to MCC, 2 to (720) 740-4240
- Pass the caller's own number through, so Clara knows who is calling
- A normal ring instead of "your call is being forwarded"
- A login, or a way to download your call recordings
- What the two other numbers that ring your main line are
- Switch it on only once Propflow says go
Propflow to do
- Test calls through the menu before go
- A recording and transcript of every call Clara takes, in Propflow
To decide
- Who records the menu greeting, and its wording
- A Spanish option?
- Daytime: a caller rang one line with no other line ringing; check the ring group with Dani
Kickoff
Fri Oct 16 · 11:00 AM MountainA walkthrough for the people who'll use Propflow day to day.
- Who's there: Miriam, Courtney, Beryl, Eileen and Hugo, with Gera and Fede.
- A tour of Propflow: where work orders, leads, notes and recordings show up.
- Walk the phone tree and change anything that doesn't match how you work.
- Work orders, live: Clara files them in AppFolio as tenant requested and sends no handyman or vendor. Beryl assigns, as today. We'll show it working.
- Miriam's "never say" list: the things Clara should never say or promise.
- Lockboxes, so self-guided tours can start this weekend.
- Confirm the Phase 1 date.
Phase 1 · Nights and weekends
From Sat Oct 17 proposedClara answers when your office is closed, in place of MCC. Nothing changes during office hours.
Maintenance
- Answers repair and emergency calls
- Emergencies: tells the caller to call 911, and rings your on-call chain at the same time
- Writes work orders in AppFolio as tenant requested
- Gives on-call a heads-up about overnight repairs
Leasing
- Answers leasing calls and questions
- Runs self-guided lockbox tours
- Books showings with Lee or Davey
- Follows up with Zillow Network and TurboTenant guest cards
| Office hours | Nights & weekends |
|---|
| Emergency | Situs team | ClaraTells the caller to call 911, rings the on-call chain |
| Repair | Situs team | ClaraWork order; Beryl assigns next day |
| Leasing & showings | Situs team | ClaraSelf-guided tour or a showing with Lee or Davey |
| Missed call | Clara Phase 2 | Clara |
| Repair update | Situs team | Clara Phase 2 |
| Anything else | Situs team | ClaraNote to your team |
- Sends a vendor on her own. Beryl assigns, as today.
- Routes repairs by how many work orders someone has.
- Follows up with Facebook or hand-entered leads. Those stay with your team.
- Promises anything on Miriam's "never say" list.
Check-in
About 1 to 2 weeks into Phase 1We look at real calls together and adjust.
Phase 2 · Daytime backup
Early November proposedYour team still answers first during office hours. Clara catches what's missed.
- Picks up calls your team misses, for example while agents are at showings
- Answers residents asking for a repair update, from the work order in AppFolio
- Follows up with more lead sources, once we agree which
We decide each of these together. Nothing turns on without you.
- Clara's texts inside AppFolio's message thread, so everything is in one place
- Clara answering first for everything