How Alice Works
Alice is your AI property manager. She doesn't just log messages and wait for you to act — she handles tenant issues end-to-end, from first contact to final resolution. Alice works 24/7 across phone, SMS, email, and WhatsApp, and every interaction is branded to your company. Your tenants will never know they're speaking to AI.
How Alice handles an issue
When a tenant reaches out — whether it's a 2am phone call about a burst pipe or a WhatsApp message about a broken lock — Alice follows a consistent process:
1. Receive and understand
Alice picks up the phone, reads the email, or responds to the message instantly. She asks clarifying questions to understand the issue, identifies the property and tenant, and determines what type of request it is — maintenance, enquiry, emergency, or something else.
2. Diagnose and triage
Alice assesses the severity of the issue and cross-references it against local regulations and your company's policies. She determines whether it's something the tenant can resolve themselves, whether it needs a contractor, or whether it's urgent enough to escalate immediately.
3. Take action
Depending on the issue, Alice will:
- Guide the tenant through a self-resolution (e.g., resetting a boiler)
- Source contractors from your preferred vendor list and request quotes
- Compare quotes and schedule the best option
- Coordinate access times between the tenant and contractor
- Notify landlords when required
4. Follow up and close
Alice doesn't stop once the contractor is booked. She follows up with the tenant to confirm the work was completed, verifies the outcome, and handles billing. The issue is only closed when everything is resolved.
Multi-channel, always on
Alice communicates with tenants on whatever channel they prefer:
- Phone — Answers and makes calls 24/7 with no hold time
- SMS — Sends and receives text messages for quick updates
- Email — Manages inbox communications with full context
- WhatsApp — Responds instantly on the platform tenants use most
Every message is sent under your company's name and branding. Tenants see your organisation — not Brickwise.
White-labeling
Alice operates as a member of your team. She uses your company name, sends emails from your domain, and calls from your phone number. This means:
- Tenants build trust with your brand, not ours
- Communications are consistent with your existing operations
- There's no disruption when you switch to Brickwise
When Alice needs help
Alice handles the vast majority of issues autonomously. But when she encounters something outside her scope — an unusual request, a policy decision, or a situation that needs human judgement — she escalates to a human operations team, whether that's ours or yours. They review the issue, take the appropriate action, and hand it back to Alice to continue.
This means your tenants always get a resolution, and you never have to be the one on call.