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DoorLoop AI Tenant Assistant for SMS

Learn how DoorLoop's AI assistant automatically replies to tenant text messages, when it hands a conversation back to you, and how to stay in control.

Written by Samuel

Overview

The DoorLoop AI Tenant Assistant for SMS lets the AI assistant answer incoming text messages from your tenants automatically — the same AI assistant that helps tenants inside the tenant portal. When a tenant texts your DoorLoop number, the AI reads the message and auto responds on its own, so routine questions get an immediate answer instead of waiting for someone on your team.

The AI can answer general questions, create maintenance requests, and walk tenants through tenant portal tasks. If it can't help — or the tenant asks for a person — it hands the conversation to you.

Note: The DoorLoop AI Tenant Assistant for SMS automatically replies to tenants only. Messages from prospects, owners and vendors are never answered by AI and always come to you directly. Also, AI text replies don't use your communication credits. They're included with your AI package.

How It Works

Once the DoorLoop AI Tenant Assistant for SMS is on, here's what happens with a new tenant text:

  • The AI replies first. Every new incoming tenant message is answered by the AI.

  • You'll see who's handling it. The conversation shows an indicator that DoorLoop AI is managing the thread.

  • You won't be notified. While the AI is handling a conversation, you don't receive push notifications for it — that's the point. You only hear about the conversations that need you.

When the AI Escalates to You

The AI escalates a conversation in two situations: the tenant asks to speak with a person, or the AI isn't able to answer the question.

When that happens:

  • The AI tells the tenant their message is being forwarded to the team.

  • You receive an internal message in the conversation explaining why it was escalated.

  • The conversation moves to the Escalated tab, and you start receiving push notifications for it.

  • The AI keeps replying to the tenant so they aren't left in silence — but it tells them the issue has been passed along.

You'll continue getting a notification for every new message in that conversation until you reply manually.

Note: The AI does not stop replying just because a conversation was escalated, and it does not pause on its own when you reply. To stop it, use one of the controls below.

Turning On the DoorLoop AI Tenant Assistant for SMS

  1. Click Settings on the main menu. Then under the Company section, click Communication Center.

  2. On the Communications Center page, click the AI Auto-Responder tab.

  3. The first time you open this, you'll see a short walkthrough explaining how the feature works. Read through it to continue.

  4. Turn on the following options:

    • Respond to new conversations

    • Respond to ongoing conversations

The AI will begin answering new incoming tenant messages.

Taking Control of a Conversation

You have three levels of control, from a single conversation up to your whole account.

  • Snooze the AI in a conversation: Pause the AI for a set amount of time — 30 minutes, for example — directly inside the conversation. A countdown shows how long until the AI resumes, so a paused conversation never gets forgotten.

  • Turn the AI off for one conversation: Open the conversation drawer and go to AI settings to switch the AI off for that tenant permanently.

  • Turn the AI off everywhere: Use the AI Auto-responder setting in your Communication Center settings to turn the AI off across all new and ongoing conversations.

Note: Settings you choose inside a single conversation override your account-wide setting. If you've turned the AI off for one tenant, turning it on globally won't switch it back on for them.

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