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Quick Video Tutorial: Start Here!

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Creating a New Rule Set

Access the Intake Settings via your Account Settings page. From there, click Manage Rule Sets.
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Next, click Create New.
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Enter the name of your new rule set. Then, click OK.
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After this step, the system will take you to the new rule set page where you can create your first rule!

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Creating New Rules

Click Create First Rule.
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Then, edit the rule by writing a plain-language rules that describe how the issue must be classified.
For example:AC issues are only emergencies if outside temperature is above 90°F” or “If the AC brand is LG, classify as emergency regardless of temperature.”
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As you create or update rules in your Intake Settings, the system will automatically review your wording, flag anything that could be misinterpreted, and suggest improvements—so your rules work the way you intend them to. You can take the suggestions provided by choosing I Want to Make Changes, or choose Next to proceed.
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Next, select the Outcome. This sets the severity of the rule you determined.
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Finally, click Save rule to complete.
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Fallback Outcome

Instead of evaluating rules in a fixed order, our system now considers all available rules at once and automatically matches your request to the most relevant and specific one — ensuring faster, more accurate routing every time. If no rule applies, Latchel can create a task for your approval, though this can be customized. To set a fallback outcome when no rules match, scroll down to the “If no rules match” section and select the desired outcome by choosing from these two options:
  1. Set the work order to a specific severity.
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  1. Notify the PM via email or call.
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Contact On-Call outcome. You may also see a “State: Contact On-Call” option in the Outcome dropdown (as shown above). This routes the request to your on-call contact rotation instead of creating a standard work order or task. It’s only available if your company is subscribed to the ER-SaaS-RBP package with the “Include On-Call” toggle enabled — if you don’t have this subscription, this option will not apply/function even if selected.
Your rules can be updated anytime, giving you full flexibility.

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How to Edit your Current Rules

Locate the rule set you want to edit. Then, click on the pencil icon ( ) across the rule you want to edit to open the rule details.
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In the Edit Rule box, you can update or change the Rule Text. Click Next to proceed the revisions stage, then change the Outcome if needed. If all is set, click Save rule to complete.
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You can go through the same steps to Delete a rule if deemed unuseful by clicking on the trash icon ( ).

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Testing Your Rules

To test if a rule works, use the rule analyzer. To know more about this new intake settings feature, visit:

Intake Settings Rule Analyzer

Learn how the Rule Analyzer helps you write clearer, more accurate intake rules—and how to simulate a resident conversation to test them.
Last modified on August 12, 2026