Intelligent Routing

Intelligent routing is the use of automation to send incoming work—such as calls, leasing inquiries, resident requests, or maintenance tickets—to the right person, team, or queue. It can use details like the request type, community, urgency, team availability, skills, workload, proximity, or escalation rules to decide where the work should go. The goal is to reduce manual triage and make sure each request reaches the right owner faster.

A resident submits an HVAC maintenance request after hours. Intelligent routing identifies it as urgent, checks which on-call technician has the right skill set and is closest to the property, then assigns the work order and triggers the appropriate follow-up workflow.

For multifamily operations leaders, intelligent routing helps central teams manage work across communities without relying on manual handoffs. It can improve response consistency, reduce missed requests, balance workloads, and support better oversight of leasing, resident services, and maintenance operations.