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.
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.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.Language Support
Harphonia and Lucia are both available in English and Spanish, so residents can have their maintenance call handled in their preferred language.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.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.Frequently Asked Questions
What happens when a resident calls the maintenance line today?
What happens when a resident calls the maintenance line today?
Residents are asked to submit their request via their portal. If the AI cannot recognize or understand the caller, or if the caller asks to speak to a human, they are routed to a live agent. If the caller is recognized as a vendor, they go through the vendor route instead.
Is AI voice intake automatic, or do we control when it turns on?
Is AI voice intake automatic, or do we control when it turns on?
It depends on the caller type. You can control all of that at via your Non-Resident Intake Settings where you can route leasing calls to specific places or forward calls, or one of our other supported methods: email, emails for a team in Latchel, task in Latchel, SMS, forward live call to a different number, Slack integration, or a webhook to the application of your choice that accepts webhooks.To know more about this feature, visit:
24/7 AI Virtual Receptionist (Non-Resident Call Intake)
Discover how Latchel’s AI receptionist handles calls from non-resident around the clock, ensuring no requests goes unanswered.
We are in California, a two-party consent state. Please confirm how recording consent is handled on these calls beyond the opening disclosure.
We are in California, a two-party consent state. Please confirm how recording consent is handled on these calls beyond the opening disclosure.
In California, consent is legally achieved if a participant stays on the line after hearing an automated or verbal disclosure.
Do our conversation settings (voice, tone, troubleshooting depth) apply right now, or only once AI voice intake is live?
Do our conversation settings (voice, tone, troubleshooting depth) apply right now, or only once AI voice intake is live?
Conversation settings apply to everything today — you don’t need to wait for any feature to go live. The one exception is troubleshooting depth, which is only relevant to work order intake; it does not apply to non-maintenance calls.
Once AI voice intake is on, where do human agents still come in?
Once AI voice intake is on, where do human agents still come in?
Human agents handle any maintenance intake request that the AI cannot handle, as well as any call where the caller asks to speak to a human. The Emergency second-level troubleshooting and dispatch process also remains fully human, the same as before.