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The repairs desk (Front desk in the menu) brings every channel into one Inbox: phone calls, WhatsApp, text messages, email and your public repair form. Each conversation sits next to the property, the contact and any repair it is about.

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Channels

Set them up in Settings → Channels → Phone and WhatsApp and Email-in.

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What the AI phone assistant does

  • Finds and confirms the caller’s address.
  • Takes the repair down during the call and gives the caller a reference (REP-…).
  • Tells a caller where their repair is, once it has checked who they are.
  • Books a call back from your team when the caller needs a person.
  • In office hours, transfers the call to your office number when the caller needs a person now, with a short brief for whoever answers. Set the transfer number in Settings → Channels → Phone and WhatsApp.
The repair it takes down goes to your staff to triage. It does not assign contractors or promise dates.

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What your staff do

AI suggests: which property and contact a message is about, the tasks and call backs to create, and where it should go. A person accepts or changes each suggestion. Nothing a suggestion proposes happens until someone accepts it. From a conversation, staff can raise a repair, link it to an existing one, or reply. A raised repair continues in Reactive repairs. The AI never writes a reply for you, and it does not take repairs down from WhatsApp, text or email: your staff do. When a tenant asks where their repair is, SortX prepares the answer from the repair’s status as a draft for staff to send. In Settings → Channels → Phone and WhatsApp you can let SortX send those status replies itself; it is off until you turn it on.

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Complaints

The Complaints register keeps each complaint with the conversation or repair it came from. Set how your agency handles them in Settings → Repairs → Complaints.