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What Is Harphonia?

Harphonia is Latchel’s AI voice assistant that answers incoming maintenance calls from your residents. When a resident calls your Latchel-assigned phone number to report a maintenance issue, Harphonia has a natural, conversational phone call with them to gather the details needed to submit a work order — without a human having to pick up the phone.
“Harphonia” (the AI voice on the phone) is a different feature from “Harmonia,” the rules engine that powers your Intake Settings behind the scenes. See Introduction to Intake Settings to learn about that separate feature.

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What Is Lucia?

Lucia is the AI voice residents may hear when they call about an existing work order or on-call alert, rather than reporting a new issue. Lucia can provide status updates and gather any additional information needed for a job that’s already in progress.

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Caller Identification

Harphonia identifies returning residents automatically, allowing for a faster, more personalized intake experience and reducing the number of questions a resident needs to answer.

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Language Support

Harphonia and Lucia are both available in English and Spanish, so residents can have their maintenance call handled in their preferred language.

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What Happens After the Call

Every call is summarized, recorded, and transcribed, and — where a maintenance issue is reported — a work order or on-call alert is created automatically based on the conversation.

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Rating Your Intake Call

Residents can let you know how the AI intake call went right from the call itself — no separate survey or follow-up form needed. This works the same way as the AI Virtual Receptionist’s call feedback.
Have questions about how a specific call was handled, or want to review a call recording, transcript, or summary? Contact the Latchel Operations Integrations team: opsintegrations@latchel.com
Last modified on July 24, 2026