The agent handles most calls well. It also gets things wrong sometimes, and you should know exactly what that looks like before you put it in front of your tenants.
What it does when it is unsure
The agent is built to escalate or take a message rather than improvise. When a situation does not fit a category it knows, or when a caller asks something outside its scope, it takes a detailed message for you instead of guessing. It never gives a caller advice, safety instructions, or troubleshooting steps. Its job is to understand what is happening, get it to the right person with context, and document it.
When it is unsure whether something is urgent, it leans toward treating it as urgent. We would rather send you a call you did not need than have the agent handle something it should not have.
Known issues we are actively working on
Emergency keyword false positives. Words like "fire" in ordinary contexts, a fire pit or a fire department visit last week, can still read as urgent. We are training this down.
Name and unit number mishearings. Phone audio is phone audio, and the agent occasionally gets a name or unit number wrong.
How you catch it
Every call is recorded, transcribed, and summarized, and you are notified about calls based on your notification settings. If the agent mishandled something, you will see it in the transcript, not discover it a week later from an angry tenant.
When you find one, send it to us. Specific transcripts are the single most useful thing you can give us, and they are how most of the improvements above got prioritized in the first place.
Emergency handling can't be switched off
You can tune most notification preferences. Emergency handling can't be switched off. That is deliberate.