Property management call routing

Add API Request node for tenant lookup

Add an API Request node after the greeting:

Node Configuration:

• Node ID: tenant_lookup
• HTTP Method: POST
• URL: https://your-property-system.com/api/tenants/lookup
• Headers: Authorization: Bearer YOUR_API_KEY
• Body:

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{
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  "phone": "{{caller_phone}}",
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  "inquiry_type": "{{inquiry_type}}"
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}

Configure response mapping

Map the API response to workflow variables:

• tenant_status → Extract from response.tenant.status
• property_address → Extract from response.tenant.property
• account_standing → Extract from response.tenant.account_standing
• emergency_contact → Extract from response.tenant.emergency_contact

Add error handling

Configure what happens if the API call fails:

• On Error: Route to general agent queue
• Error Message: “I’ll connect you with our general team who can help.”

Add emergency detection node

Add a Conversation node for emergency handling:

Condition: inquiry_type == "emergency"

First Message:

I understand this is an emergency. Let me immediately connect you with our emergency maintenance team. Please stay on the line.

System Prompt:

This is an emergency maintenance situation. Confirm the emergency details quickly and route to emergency maintenance immediately. Keep interaction brief.

Add emergency API routing

Add an API Request node to get emergency destination:

URL: https://your-system.com/api/routing/emergency Method: POST Body:

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{
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  "tenant_id": "{{tenant_id}}",
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  "property": "{{property_address}}",
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  "inquiry_type": "emergency",
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  "priority": "high"
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}

Add emergency transfer node

Add a Transfer Call node:

• Destination: Use the phone number from the API response
• Transfer Plan: Include emergency context and tenant information
• Priority: Set to highest priority for immediate routing

Add maintenance routing branch

Add API Request node for maintenance team routing:

Condition: inquiry_type == "maintenance" URL: https://your-system.com/api/routing/maintenance Body:

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{
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  "tenant_id": "{{tenant_id}}",
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  "property": "{{property_address}}",
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  "inquiry_type": "maintenance",
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  "tenant_status": "{{tenant_status}}"
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}

Response should include:

• Available maintenance coordinator phone
• Estimated wait time
• Work order creation capability

Add leasing office routing

Add API Request node for leasing inquiries:

Condition: inquiry_type == "lease" URL: https://your-system.com/api/routing/leasing Body:

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{
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  "tenant_id": "{{tenant_id}}",
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  "property": "{{property_address}}",
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  "inquiry_type": "lease",
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  "account_standing": "{{account_standing}}"
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}

Add rent/billing routing

Add API Request node for billing department:

Condition: inquiry_type == "rent" URL: https://your-system.com/api/routing/billing Body:

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{
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  "tenant_id": "{{tenant_id}}",
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  "account_standing": "{{account_standing}}",
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  "inquiry_type": "rent"
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}

Create availability checking flow

Before each transfer, add an API Request to check agent availability:

URL: https://your-system.com/api/agents/availability Method: GET Query Parameters: department={{department}}&priority={{priority}}

Response includes:

• Available agents with phone numbers
• Current queue length
• Estimated wait times

Add queue management logic

Add conditional routing based on availability:

If agents available: Direct transfer to agent If queue exists: Inform caller of wait time and offer callback If all busy: Route to voicemail or priority callback system

Configure callback handling

Add API Request node for callback scheduling:

URL: https://your-system.com/api/callbacks/schedule Body:

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{
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  "tenant_id": "{{tenant_id}}",
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  "phone": "{{caller_phone}}",
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  "inquiry_type": "{{inquiry_type}}",
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  "priority": "{{priority}}",
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  "requested_time": "{{preferred_callback_time}}"
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}

Create dynamic transfer destinations

Use the API response data to populate transfer nodes:

Maintenance Transfer:

• Destination: {{maintenance_agent_phone}}
• Message: “Connecting you to {{agent_name}} from our maintenance team.”
• Transfer Plan: Include tenant property address and issue details

Leasing Transfer:

• Destination: {{leasing_agent_phone}}
• Message: “Transferring you to our leasing office.”
• Transfer Plan: Include tenant status and lease information

Billing Transfer:

• Destination: {{billing_agent_phone}}
• Message: “Connecting you with our billing department.”
• Transfer Plan: Include account standing and payment history

Configure transfer context

Each transfer node should include rich context:

Tenant: {{tenant_name}} at {{property_address}}
Account Status: {{account_standing}}
Inquiry Type: {{inquiry_type}}
Previous Context: {{conversation_summary}}
Priority: {{priority_level}}

Create fallback routing

Add API Request node for fallback scenarios:

Triggers:

• API lookup failures
• No available agents
• Unknown inquiry types
• System errors

URL: https://your-system.com/api/routing/fallback Body:

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{
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  "phone": "{{caller_phone}}",
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  "error_type": "{{error_reason}}",
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  "original_inquiry": "{{inquiry_type}}"
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}

Add general queue routing

Create Transfer Call node for general queue:

Destination: Main office line Message: “Let me connect you with our general team who can assist you.” Transfer Plan: “Call requires general assistance - routing details unavailable”

Configure voicemail option

Add End Call node with voicemail message:

Condition: All agents busy and caller declines callback Message: “Please leave a detailed voicemail including your name, property address, and the nature of your request. We’ll call you back within 4 hours.”