Intake Conversation Settings is a new feature that lets property managers (PMs) personalize the voice and behavior of the automated intake experience their residents interact with, whether by phone or on the web. You’ll find it by going to Account Settings, then Intake Settings, where a new “Conversation Settings” tab now sits alongside the existing Resident Intake and Non-Resident Intake tabs.
Setup Your Conversation Settings
Go to your Account Settings, then choose Conversation Settings.
Choosing a voice
The first thing you can configure is the voice callers hear during intake. Every account starts with a default voice (a young, friendly female voice used across retail), but you can preview eight alternatives, each with a short description of its tone, such as a clear articulate male voice, a casual authentic adult female voice, an easygoing supportive male voice, or a firm authoritative female voice suited to clear guidance. Clicking the play icon on any voice card lets you hear a short sample before selecting it. Whichever voice you choose applies everywhere for your account, including resident maintenance intake, non-resident intake, and eventually outbound vendor calls, so it’s worth picking one that matches your brand identity. Voice selection currently only affects English-language calls; Spanish-speaking residents are automatically routed to a separate Spanish voice already used elsewhere in the product.
Beyond the base voice, two fine-tuning controls sit just below the voice picker. Emotion lets you set the emotional tone the voice performs with, choosing from options like calm, happy, sympathetic, or surprised, or leaving it on the automatic default. Voice speed is a simple slider that speeds up or slows down how fast the agent talks, starting at a normal 1.00x pace. Because these two settings affect the pre-recorded voice lines dynamically, the best way to know exactly how a combination will sound is to place a test call after adjusting them.
Setting troubleshooting depth
The second control is troubleshooting depth, which determines how much diagnostic guidance residents receive when they submit a maintenance request, and it applies to both voice and web intake. There are four levels to choose from. None skips troubleshooting entirely and routes requests straight to a technician, which suits PMs who don’t want residents answering any diagnostic questions. Mitigate Damage limits guidance to critical, safety-related steps only, such as shutting off water or avoiding electrical hazards, until a technician can arrive. Solve Issues is the recommended and default setting, offering guided diagnostics and common fixes for the reported problem along with a check for related secondary issues, representing the standard intake flow used today. High is intended for an expanded diagnostic path in the future, but for now it behaves identically to Solve Issues.
Each depth level shows you which underlying intake steps will actually run, such as diagnostics, property-damage triage, guided fixes, secondary-issue checks, and extended paths, so you can see exactly what changes as you move between levels. One thing to keep in mind is that troubleshooting depth is currently a company-wide setting rather than something you can customize by portfolio or property.
If you run into questions once you’re in the settings, this is a newly released feature, so it’s worth checking back periodically as voice descriptions and options are refined. Last modified on July 27, 2026
