Maintenance Intake & Triage
Turn scattered texts into trackable, prioritized work orders
Tenants report issues everywhere — text, email, portal, phone. This recipe funnels all of it into one intake, classifies urgency automatically, dispatches vendors, and keeps residents updated from receipt to completion.
INGREDIENTS
PROMPT
Create an OpenClaw recipe for maintenance triage in property management: - Intake from portal, email, SMS, phone transcription - Auto-acknowledge with ticket number and next update ETA - Classify severity: Emergency / Urgent / Routine - For emergencies: notify on-call staff + send resident safety instructions - Create work order, assign vendor, request appointment windows - Send resident updates at each state: received → scheduled → in progress → completed - Escalate stalled tickets (no vendor response within X hours) - Merge duplicates from same unit + similar issue Resident SMS: "Got it — ticket #{{ticket_id}} for {{issue_short}}. Next update by {{next_update_time}}. Reply with photos/video anytime." My PM system is: [AppFolio / Buildium / other]
How It Works
Any inbound maintenance request (portal form, email, SMS keyword, phone
transcription) triggers an auto-acknowledgment with a ticket number. The recipe
classifies severity (Emergency / Urgent / Routine), dispatches to the right
vendor, and sends status updates to the resident at every key state: received,
scheduled, in progress, completed. Stalled tickets escalate automatically.
What You Get
- Multi-channel intake: portal, email, SMS, phone transcription
- Auto-acknowledgment with ticket number and expected next update time
- Severity classification: Emergency / Urgent / Routine
- Emergency handling: immediate on-call notification + resident safety instructions
- Work order creation with vendor assignment and appointment scheduling
- Resident status updates at each state change
- Stall detection and escalation if vendor doesn't respond within X hours
- Duplicate detection: merge same-unit, same-issue requests
Setup Steps
- Connect your property management system, ticketing tool, and messaging channels
- Define severity classification rules and emergency keywords ("leak", "no heat", "sparking")
- Build your vendor roster by trade (plumber, electrician, HVAC)
- Set stall detection windows per severity level
- Configure resident update templates
Tips
- Always acknowledge immediately — even a ticket number and ETA builds trust
- For emergencies, lead with safety instructions before anything else
- Merge duplicate requests from the same unit within a few hours
- Require access confirmation (pets, alarms) before scheduling vendor visits
- Route multi-property portfolios to the correct building and vendor list