What Is the 24/7 AI Virtual Receptionist?
The 24/7 AI Virtual Receptionist is an opt-in upgrade to your existing Latchel-assigned phone number. It is not a new or separate phone number — it simply expands what happens when someone who isn’t a current resident calls your Latchel line.How to Opt In
Email success@latchel.com to request activation for your account.How Calls Are Routed
If a caller isn’t already registered in Latchel, they’ll hear a short prompt: “If you are a current resident, press 1. For all other callers, press 2.”- Residents who press 1 continue through Latchel’s normal maintenance intake process.
- Everyone else — prospective tenants, owners, vendors, and other non-resident callers — is routed to the AI Receptionist flow.
What Gets Captured
For every call handled by the AI Receptionist, Latchel stores:- A summary of the call
- A recording of the call
- A full transcript of the call
Call Category Routing
You can configure separate routing rules for different call categories — for example, routing leasing inquiries to one destination and rent payment questions to another. The AI classifies each caller’s topic and applies the matching rule automatically. This means a single Latchel-assigned number can intelligently handle many different caller types without manual intervention, sending each to the right place based on why they called. Category routing is configured in your non-resident intake settings. Contact success@latchel.com to set up or update your categories and routing rules.Routing Options
For each call category, you can choose how it is handled. Available destinations include:- Post-call delivery — After the call ends, the summary, recording, and transcript are sent to your team via email, SMS, Latchel task, Slack notification, or webhook.
- Live-line forwarding — The AI live-transfers the caller to a designated phone number during the call (see below).
Live-Line Call Forwarding
Live-line forwarding is now available as a routing destination. When a call’s category matches a rule configured for live transfer, the AI forwards the caller to your designated phone number mid-call — no need to end the call first.When it triggers: Forwarding happens automatically when the AI classifies the call into a category you’ve set up with a live-transfer destination.Configurability: Live-line forwarding is configured per account in your non-resident intake settings. Contact success@latchel.com to set up or update your forwarding number and category rules.Transfer notifications: The system sends a notification indicating whether the live transfer succeeded or failed, so your team always knows what happened.