Free Upgrade For All Maintenance Customers: 24/7 Virtual Receptionist
Your Latchel-assigned phone number can now field calls from anyone — not just residents. Prospective tenants searching for a home, owners looking to hire a PM, vendors checking in — our AI Intake Call Center can answer, ask relevant questions, capture their contact info, and pass the message straight to you.Watch this video!
What’s New:
Opt in and your AI Intake Call Center will answer all your calls, then store a full summary, recording, and transcription in Latchel
Route those calls however works for your team — email, SMS, a Latchel task, a Slack notification, and/or a webhook (handy if you create tasks in another platform)
Available for both English and Spanish speaking callers
Easy for you to give feedback on how we did — right from the call, just like maintenance intake
We’ve expanded two of the fastest ways to move around Latchel.Watch this video!
Voice Navigation now reaches owners and invoices — just tap the voice icon at the bottom of your screen and speak.
Global Search now surfaces Properties, Residents, Owners, and Invoices alongside your work orders and on-call alerts. Start typing — or talking — and Latchel pulls relevant matches across all of it. Hit enter to see every category in one view, then “show more” to dig into any one of them. Looking for invoice 562 or every result tied to “toilet”? It’s all a few keystrokes or a quick chat away.
Translate Spanish Intake Conversations
Managing Spanish-speaking residents just got easier. Intake conversations captured through the AI Intake Call Center Spanish line can now be translated from Spanish to English with one click — whether you’re viewing the intake session or the work order. Need the original? Click again to switch back anytime.
Projects Now Sorted by Created Date
Shoutout to Brick & Vine for the request that sparked this one! Your Projects list now sorts by Created date, so your newest work rises to the top and you spend less time hunting for what you just set up.New to Projects, or want to get more out of them? Projects group related work orders into one organized view — ideal for unit turns, renovations, and inspections — so you can track budgets, timelines, and progress in one place. Just head to Maintenance → Projects to create one, link a property to pre-fill details, and add work orders directly. Each one updates your project’s completion percentage, and overdue or over-budget projects get flagged in red so nothing slips.Want the full walkthrough? Our guide covers it all:
Projects & Inspections Overview
Organize unit turns, manage renovations, and track inspections seamlessly with Latchel’s Projects, Inspections, and the new recurring work order program.
Amenify Tiles Now Respect Your Benefit Hub Settings
What was happening:When a property manager turned Amenify off in their Benefit Hub, the Amenify tile (e.g., “Grocery, Chores, and More” and “Hire a Home Assistant”) could still appear to residents during request submission — so a benefit you’d chosen to disable was still showing up.
What’s fixed:Toggling Amenify off in your Benefit Hub now reliably hides the tile everywhere it appears in the resident experience.
While we’re here — are you making the most of your Benefit Hub? The Resident Benefit Hub is packed with perks that boost retention and cut down on small headaches, including:
Self-Serve Pest Control Kit — free, shipped to the resident’s door within 3 days
$50 Lockout Reimbursement for lockouts during the lease term
Accidental Damage — Get $1,000 Back via cash reimbursement
Drain Packs & Air Filters to help residents prevent common clogs and keep HVAC running
Take a tour of everything you can offer your residents:
Resident Benefits Guides
Explore the benefits Latchel provides to residents and how they support tenant satisfaction and retention.
A Faster, Smarter Work Order Photo Viewer
What was happening:Two things were slowing you down in the Work Order photo viewer. No matter which file you clicked, the viewer opened at the top of the list — so you had to toggle through every photo to reach the one you wanted. And it bogged down as files piled up, taking roughly 3 seconds to move between photos, which made big jobs like turnovers a slog.
What’s fixed:The viewer now opens directly to the file you selected, and browsing is quick again even with a large number of files — so scanning through a turnover’s worth of photos is fast and painless.
Shoutout!
Big thanks to House Guys USA for the feedback!
Non-Maintenance Requests Now Follow Your Intake Settings
What was happening:When a resident submitted a non-maintenance request (e.g., a lease question, a noise complaint), the message wasn’t following your configured intake settings — so a non-maintenance message would become a work order that didn’t belong in your queue.
What’s fixed:Non-maintenance requests now honor your configured intake settings — so a non-maintenance message goes where you’ve told Latchel to send it, instead of becoming a work order that doesn’t belong in your queue.
Emergencies Always Get Dispatched — Even With Owner Preferences on File
We’ve clarified how warranty and owner-preference notes interact with emergency work orders, so urgent issues never get stuck.
What’s changing:
Owner preferences like “contact owner for all maintenance” do not delay or override emergency dispatch — a true emergency is dispatched right away.
When an urgent request is later determined to be non-emergency and falls under an active warranty, we hold it rather than pushing it forward, and notify you (and the owner) so the right party can weigh in.
What this means for you:Your residents’ true emergencies are handled fast no matter what preferences are on file, and warranty-covered work stays in the right lane. No added action required from you.Why this matters:It removes the ambiguity that could otherwise delay urgent work — while making sure warranty and owner-preference decisions still get the review they need.
More Reliable Vendor Scheduling & Follow-Up
We’ve tightened how our team assigns and follows up with service providers — cutting delays and preventing double dispatches. Effective immediately.
What’s changing:
We now confirm vendor availability before booking — no more scheduling a vendor who hasn’t agreed to the job.
Follow-up calls happen on a stricter cadence so jobs don’t sit idle.
If the vendor assigned is PM-assigned/requested or has already visited the property, we escalate to you rather than reassigning; otherwise we reassign to keep things moving.
What this means for you:Fewer scheduling delays, far fewer double-dispatch mix-ups, and predictable handling when a vendor goes quiet. No added action required from you.Why this matters:Work gets scheduled and completed faster, and your preferred or already-on-site vendors won’t get swapped out without your say.
We’re locking our 2026 priorities soon, and this is your chance to directly influence what we build next. It takes less than 60 seconds — and every response is reviewed by our product and leadership teams!
Submit your feedback here!
Your input directly impacts which features get built, improved, or deprioritized — this is where that thought turns into action!
