Smart Triage

Smart triage is the use of AI-assisted workflows to evaluate incoming resident requests, determine urgency, and route the issue to the right next step. In multifamily operations, it commonly applies to maintenance: categorizing work orders, flagging emergencies, asking follow-up questions, and assigning tasks based on priority, skill, and availability.

A resident texts, “My sink is leaking.” Smart triage asks whether water is actively flooding, classifies the issue as emergency or routine, creates a work order, and routes it to the appropriate maintenance technician or vendor.

Smart triage helps operations leaders reduce manual intake work, improve emergency response, and keep routine maintenance organized. It also supports centralized maintenance models by creating consistent prioritization and routing across multiple properties.