What is Intake Conversation Settings?
Every resident who calls in or submits a request online meets your Latchel AI intake — and now, that AI can sound and behave the way you want it to. Intake Conversation Settings let you personalize two things: the voice residents hear (including its tone and pace), and the troubleshooting depth they’re guided through before a technician gets involved. Whether you want a calm, reassuring voice paired with hands-off troubleshooting, or a brisk, no-nonsense voice that walks residents through every possible fix first — it’s your call.This applies across both phone and web intake, so residents get a consistent experience no matter how they reach out.
Intake Conversation Settings is included at no extra cost for every Latchel PM today — there’s nothing to request or upgrade. It’s already live in your Account Settings.
This is a newly released feature, so voice descriptions and available options may continue to be refined — check back periodically if something looks slightly different than what’s described here.
Choosing a Voice
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. Click the play icon on any voice card to hear a sample before selecting it. Whichever voice you choose applies account-wide — 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.
- Emotion — set the emotional tone the voice performs with (calm, happy, sympathetic, surprised, or automatic default)
- Speed — a slider to speed up or slow down how fast the agent talks, starting at a normal 1.00x pace
Setting Troubleshooting Depth
Troubleshooting depth determines how much diagnostic guidance residents receive when they submit a maintenance request, and it applies to all intake sessions company-wide — both phone and web.
Each level shows you exactly which underlying intake steps will run (diagnostics, property-damage triage, guided fixes, secondary-issue checks, extended paths), so you can see precisely what changes as you move between levels.
Troubleshooting depth is currently a company-wide setting — it can’t yet be customized by portfolio or property.
Steps to Activate
Go to Account Settings
Click your initials or profile picture in the upper right corner of your dashboard, then select Account Settings.
Open Intake Settings
Click the Intake Settings tab, then select the new Conversation Settings tab alongside Resident Intake and Non-Resident Intake.
Choose your voice
Preview the available voices, pick the one that fits your brand, and adjust Emotion and Speed if you’d like.
Set your troubleshooting depth
Choose None, Mitigate Damage, Solve Issues, or High based on how much diagnostic guidance you want residents to receive.
Save, then place a test call
Save your changes, then call in as if you were a resident to confirm the voice, tone, and troubleshooting flow all sound the way you expect.
Frequently Asked Questions
Will changing my voice or troubleshooting depth affect calls that are already in progress?
Will changing my voice or troubleshooting depth affect calls that are already in progress?
No — changes apply to new intake sessions going forward. Calls or web sessions already underway continue with the settings that were active when they started.
Can I set different troubleshooting depths for different properties or portfolios?
Can I set different troubleshooting depths for different properties or portfolios?
Not yet. Troubleshooting depth is currently a company-wide setting that applies to every property under your account.
Why doesn't the voice sample change when I adjust Emotion or Speed?
Why doesn't the voice sample change when I adjust Emotion or Speed?
The preview sample is a fixed pre-recorded clip of the base voice — Emotion and Speed are applied on top during real calls, so they won’t be reflected in that specific preview. Place a test call after saving to hear the full combination in action.
Can I see a history of who changed these settings and when?
Can I see a history of who changed these settings and when?
Not currently — change history for Conversation Settings isn’t tracked in the UI yet. This is on the roadmap.
Does the voice I pick apply to outbound calls too, like Outbound Voice for Vendors?
Does the voice I pick apply to outbound calls too, like Outbound Voice for Vendors?
Your selected voice is intended to apply account-wide, including outbound vendor calls, so residents, vendors, and anyone else who interacts with your AI intake or voice features hear a consistent brand voice.
What happens with Spanish-speaking residents?
What happens with Spanish-speaking residents?
Spanish-speaking residents are automatically routed to a separate Spanish voice already used elsewhere in the product — your English voice selection doesn’t apply to them.
What does the 'High' troubleshooting depth actually change today?
What does the 'High' troubleshooting depth actually change today?
Right now, High behaves identically to Solve Issues. It’s reserved for an expanded diagnostic path planned for the future — selecting it won’t change resident behavior yet, but it’s there to future-proof your setting.
Is there a way to test how a setting will sound before committing to it for all residents?
Is there a way to test how a setting will sound before committing to it for all residents?
Yes — after saving a voice, emotion, speed, or troubleshooting depth combination, place a test call as if you were a resident to hear exactly how it will play out in a real conversation.