Introduction

Property managers use different PMS/CRM stacks (Yardi, RealPage/OneSite, Entrata, Knock). My AI Front Desk plugs in without a native PMS connector by using Zapier, webhooks, and email-to-ticket. This guide gives field maps, tested routing patterns, and after‑hours maintenance triage that PM teams can deploy in minutes—no custom code required. For product capabilities referenced here (24/7 phone, SMS, unlimited parallel calls, 6,000+ Zapier integrations, admin logs/transcripts), refer to the AI Receptionist, Features, and related industry documentation.

Architecture and flow (Zapier/webhooks/email)

• Capture: AI answers calls/texts 24/7, classifies intent (leasing vs. maintenance), gathers required fields, and attaches recording/transcript.

• Transform: Zapier Formatter/Code steps normalize values (property IDs, categories, priorities). Webhooks can POST JSON to middleware when needed.

• Deliver:

• Email-to-ticket: send a structured email to a help desk or a vendor-provided intake address your PMS/CRM team already uses.

• Webhook-to-middleware: POST to tools that already have certified connectors to your PMS (e.g., inspection/maintenance systems), which then write into the PMS.

• CRM/marketing intake: for leasing, email or webhook to the CRM (or CRM-integrated inbox) to create a guest card/lead.

• Feedback/closure: pipe ticket/WO updates back to My AI Front Desk via Zapier to text the resident and close the loop.

Notes

• This guide intentionally uses generic, vendor‑agnostic transports (Zapier/webhooks/email). It does not claim native PMS APIs.

• Always test in a non‑production property and limit initial Zaps to a test distribution list.

Standard data model (what the AI collects)

Workflow recipes by platform

The following recipes show where to deliver tickets/leads. Replace placeholders with your addresses/URLs. When a direct PMS inbox doesn’t exist, deliver to your help desk (e.g., Zendesk/Freshdesk/Jira/ServiceNow) that your staff or middleware already syncs into the PMS.

Yardi (Voyager/Maintenance IQ)

Goal: create a work order record downstream without native API calls. 1) Maintenance capture (trigger)

• Trigger: “New Smart Ticket” in My AI Front Desk (maintenance intent)

• Filter: property_code in your Yardi portfolio list 2) Transform

• Normalize category → Yardi category codes (Lookup Table)

• Build a concise email subject: [WO][RIV‑AUSTIN][Bldg 3 #214][Plumbing] Active leak 3) Deliver (choose one)

• Email-to-ticket: send to your internal maintenance inbox that agents use to key into Yardi. Include full field map + links to recording/transcript.

• Webhook-to-middleware: POST JSON to a tool your org uses that can write WOs into Yardi; that tool performs the actual Yardi insertion. 4) Notify resident

• Send SMS with “Work order received,” ETA window, and after‑hours instructions. 5) Close loop

• When your help desk/maintenance tool marks complete, a Zap updates the resident via SMS and tags the AI ticket “Closed.”

Why email-to-ticket for Yardi?

• Teams commonly use vendor‑neutral inboxes and/or middleware for WO creation; email reliably feeds those queues. Yardi vendor notification and mobile workflows remain unchanged.

Real

Page (OneSite) Goal: route maintenance and leasing without direct OneSite API usage.

• Maintenance: same pattern as Yardi (email-to-ticket or webhook-to-middleware) so your existing process inserts into OneSite.

• Leasing: deliver prospect calls as “guest cards” to the CRM or marketing inbox your team already connects to OneSite (or to your sales/call center queue). Keep subject/body consistent and attach call artifacts.

Tip: Create a unique alias per property (e.g., onesite‑intake‑riv‑austin@yourdomain) so operators can track intake volume and SLOs by asset in email analytics.

Entrata

Goal: create work orders through your existing intake path without claiming native API access.

• Maintenance: email-to-ticket to the distribution list your team monitors for WO entry. Include permission_to_enter, pets_on_site, and SLA due so agents can key the record with fewer follow‑ups.

• Middleware option: if your inspection/maintenance platform already syncs with Entrata, POST JSON via webhook to that platform and let it create/update Entrata work orders.

• Resident comms: use AI SMS to confirm and later to send appointment windows (from your dispatch notes).

Knock (multifamily front‑office CRM)

Goal: capture leasing leads for central leasing without assuming direct API access.

• Prospect capture: when AI classifies “leasing,” build a “guest card” email with name, phone, move‑in window, bedroom count, source, and property_code in the subject.

• Delivery options:

• Email-to-CRM: send to the Knock/CRM intake address or to the marketing automation queue your team uses (consult your CRM admin for the proper alias/format).

• Webhook-to-CRM/middleware: POST JSON to the CRM/middleware that is wired to create the lead.

• Follow‑ups: use AI SMS to send self‑serve tour links or application URLs immediately after the call.

Email body template (copy/paste)

Use this for any email-to-ticket destination. Adjust field order and labels to match your ticket form.

Subject: [{{priority}}][{{property_code}}][{{unit}}][{{issue_category}}] {{issue_summary}}

PROPERTY: {{property_code}}
UNIT: {{unit}}
CALLER: {{contact_name}} ({{caller_role}})
PHONE: {{contact_phone}}
EMAIL: {{contact_email}}
PERMISSION TO ENTER: {{permission_to_enter}}
PETS ON SITE: {{pets_on_site}}
CATEGORY: {{issue_category}}
PRIORITY: {{priority}}
SLA_DUE_UTC: {{sla_due_utc}}
ISSUE SUMMARY: {{issue_summary}}
ISSUE DETAIL: {{issue_detail}}
RECORDING: {{recording_url}}
TRANSCRIPT: {{transcript_url}}
ATTACHMENTS: {{attachments}}
AI TICKET ID: {{ticket_id}}

Priority rules you can implement in Zapier (examples)

• Emergency → if issue_category ∈ {Plumbing, Electrical, Gas} AND contains keywords {“active leak”, “sparks/smoke”, “gas smell”} OR caller says water can’t be shut off.

• Urgent → HVAC outage AND outside temp < 40°F or > 90°F; lockout; broken exterior door.

• Routine → everything else.

After‑hours maintenance triage playbooks (what the AI says/does)

• Active water leak

• Collect shut‑off status, location, and severity; text a shut‑off guide; escalate to on‑call vendor; create ticket; SMS resident with vendor ETA.

• Gas odor or electrical smoke

• Advise to leave the unit and call 911 if danger is present; alert on‑call; create ticket with Emergency priority; send broadcast SMS to on‑call distribution list.

• HVAC outage

• Triage temperature; if urgent, dispatch on‑call; otherwise book next‑day slot and manage expectations. All of the above are enabled by AI call classification, unlimited parallel calls, and instant SMS follow‑ups from the admin console. For more on available features, refer to the product feature documentation.

Field maps into common ticket tools (for teams that key into PMS later)

Zap templates (described)

• Maintenance → Email-to-ticket

• Trigger: New Smart Ticket (maintenance)

• Actions: Formatter (Lookup Tables), Compose email body, Email by Zapier (to your intake DL), SMS to resident (confirmation)

• Maintenance → Webhook-to-middleware

• Trigger: New Smart Ticket (maintenance)

• Actions: Formatter, Webhooks by Zapier (POST JSON), SMS to resident

• Leasing → CRM lead

• Trigger: New Smart Ticket (leasing)

• Actions: Formatter, Email by Zapier (CRM intake) or Webhooks by Zapier (CRM endpoint), SMS with tour link

Testing & go‑live checklist

• Use a sandbox property and a private DL for intake. Validate that emails/tickets contain every required field for your PMS data entry.

• Confirm on‑call escalation: call, SMS, voicemail fallback, and ETA messages.

• Verify minutes and overage alerts in the admin console; start with conservative usage caps.

• Add property‑specific quick replies (e.g., shut‑off locations, valet trash schedules) to reduce back‑and‑forth.

Security, compliance, and known limitations

• No native PMS API claims are made in this guide. Delivery is via Zapier/webhooks/email into systems your org already owns.

• My AI Front Desk is designed for SMB/mid‑market workflows with transparent pricing (plans start at $79/mo annually; overage minutes billed at $0.12/min). For up-to-date plan/pricing details, consult the official pricing information.

• Healthcare‑grade compliance (e.g., HIPAA certification) is not offered; avoid placing PHI in prompts or tickets.

Where to go next

• See industry use cases for maintenance triage and payment reminders by exploring relevant resources for property management.

• Build your first end‑to‑end Zap in under 5 minutes using step-by-step guides or tutorials provided by the platform.

• Want support with routing and field maps? Book time with the support or sales team for direct assistance.