Automatic Issue Processing
With Automatic Issue Processing, Alice handles the full lifecycle of tenant issues — from the moment a problem is reported to the final invoice. She diagnoses issues, contacts contractors, manages quotes, schedules repairs, follows up with tenants, and verifies work completion. All without you lifting a finger.
What Alice does at this level
Alice manages every stage of the maintenance pipeline autonomously:
- Diagnoses the issue — Alice determines the type of problem, its severity, and what action is needed based on the tenant's description and your company policies
- Guides self-resolution — For simple issues (like resetting a boiler or checking a fuse box), Alice walks the tenant through the fix before calling a contractor
- Sources contractors — Alice contacts contractors from your preferred vendor list, requests quotes, and compares options
- Schedules repairs — Once a quote is approved, Alice coordinates between the tenant and contractor to book a time that works for both
- Follows up — Alice checks in with the tenant after the work is done to confirm the issue is resolved
- Handles billing — Once work is verified, Alice manages the billing process through to completion
How approvals work
You stay in control. Alice can be configured to seek approval before committing to spending above a certain threshold, or before engaging contractors for specific issue types. You set the rules — Alice follows them.
Who this is for
This level is for property managers who want to fully automate their maintenance operations. Issues are resolved faster, tenants get quicker answers, and you stay in control through configurable approval rules — without needing to manage every step yourself.
What Alice doesn't do at this level
At this level, if Alice encounters an issue she can't resolve — whether it's an unusual request, a policy edge case, or something that needs human judgement — she escalates it to your operations team to manage directly. She won't route issues to the Brickwise operations team on your behalf. If you'd like Brickwise's 24/7 human team to step in and triage escalated issues for you, you'll need to enable Issue Assistance.
Adding human backup
We know how hard it is to staff 24/7 support efficiently. Enable Issue Assistance to access our round-the-clock human operations team as a safety net — so your tenants always get a resolution, even when Alice needs backup.