Every call shows which property it was filed under and, when the caller's own words were different, what the caller actually said. You can correct the property from the call page.
On the call page
The activity on a call carries one line about the property. It reads one of four ways.
Property identified, followed by the property name. The call is filed under one of your properties. That can come from the number the caller dialed, from the tenant's record, from the name the assistant recognized during the call, or from the name being matched after the call.
Property identified, the property name, then caller mentioned and the caller's words. The call is filed under a property and the caller's own words were different, for example a nickname or an older name. Both are shown so nothing the caller said is hidden.
Caller mentioned, the caller's words, then no match on file. The caller named a building or address that is not one of your properties. The call is not filed under any property and the caller's words are shown as they said them.
Property not identified. The caller named nothing and nothing else identified the property.
Fixing the property
Open the call and, under Property in the sidebar, choose the right one. If the building is not on your list, add it as a property first and then choose it. Doorkeep does not move past calls to a new property on its own, so a call stays where you put it.
In the text alert
When the caller named a property or address that differs from the one the call is filed under, the text carries a line with their words:
Caller mentioned: followed by what they said, on maintenance, emergency, complaint, and general message alerts.
Inquired about: followed by what they said, on leasing alerts.
The line is left out when it would only repeat the property already shown at the top of the text. When no property is attached, the top of the text shows your account name and the caller's words appear on their own line.
These are the caller's words, not a verified record. Treat them the way you would treat an address written down by someone answering your phone.
In the email
The per-call email shows the same thing in Call details, marked as not verified.
Why a call might not be filed under any property
The building is not on your property list yet.
The caller used a name that shares a word with one of your properties but is a different place. Doorkeep leaves those unmatched on purpose.
The caller gave only a city. A city does not tell one building from another.
The caller did not say where they were.
An unmatched call is not a lost call. The message is still taken, you are still alerted when the call is one you get alerts for, and the caller's own words are there for you to act on.
Keeping this rare
Add each property with the name your tenants use and its street address.