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AI Runbooks

The AI follows your procedures, not its imagination.

Fifteen written operating procedures ship in the box: no heat, water leaks, lockouts, pests, no hot water, electrical hazards, and ten more. When a matching ticket comes in, the AI runs the runbook: the right diagnostic questions, tenant-safe steps, required photos, hard safety stops, and a three-tier escalation that decides how urgent the work order is and which vendor it suggests.

See it live, free Explore maintenance
15Authored procedures included
3-tierEmergency, high, routine
EditableRewrite any, add your own
CountedUsage tracked per runbook
The library 6 of 15 shown
Water leak response No heat Lockout and key access Pest management Oven and stove Electrical hazard
Every runbook has a switchAnd a default vendor for dispatchEnabled
A ticket, walked properly

Tenant reports no heat. Here is what actually happens.

The AI matches the ticket to the No Heat runbook and works it: thermostat setting and batteries, breaker and furnace switch, filter condition, with photos collected along the way. A gas odor ends everything immediately and escalates as an emergency. Cold snap outside or a vulnerable resident? Emergency. Mild weather after the checks? High priority, suggested to your HVAC vendor. One cold room? Routine.

Diagnostic questions your coordinator would have asked
Safety stops are hard rules, never left to model judgment
The escalation tier sets the work order's urgency for you
No Heat runbook escalation
Gas odor, below 40F, vulnerable residentTroubleshooting ends, human pagedEmergency
No heat after all checks, mild weatherSuggested to Summit HVACHigh
One cold room, system runningScheduled, not dispatched at midnightRoutine
Photos on fileThermostat, breaker panel, filter
Your playbook, literally

Edit the words. Point the vendors. Watch the counters.

Every runbook is plain, editable text: rewrite the procedure to match how your company actually operates, flip off the ones you do not want the AI running, and add custom runbooks for the quirks of your own buildings. Give each one a default vendor and the dispatch suggestion is ready the moment triage lands. A usage counter on every card shows which procedures carry your ticket volume.

Per-runbook on-off switch, changes apply immediately
Custom runbooks for building-specific situations
Default vendor per runbook feeds the dispatch suggestion
Editing: Water leak your words
Procedure text"...close the fixture shutoff valve, clockwise..."
Default vendorRapid Rooter, on the emergency list
Used 47 times this seasonYour highest-volume runbook
Safety first The stops are not suggestions. Gas odor, sparking outlets, sewage backups, flooding a shutoff cannot stop: these conditions end tenant troubleshooting instantly and escalate as emergencies, every time, in every runbook.

Runbook questions

What is a maintenance runbook?
A written operating procedure the AI follows for one situation, like no heat or a water leak: which questions to ask, which steps are safe for a tenant to try, which photos to collect, when to stop for safety, and whether the ticket escalates as an emergency, high priority, or routine.
Can we change what the AI says and does?
Yes. All 15 shipped runbooks are editable text you can rewrite to match your company's procedures, each has an on-off switch, and you can write custom runbooks from scratch for situations specific to your buildings.
Does a runbook dispatch a vendor by itself?
A runbook can carry a default vendor so the dispatch suggestion is pre-filled the moment the ticket is triaged. Dispatch itself still follows your approval settings; nothing is sent to a vendor without the control level you have chosen.
What happens in an emergency?
Safety stops are hard-coded into the procedures: gas odor, active electrical hazards, flooding that a shutoff cannot stop, and similar conditions end tenant troubleshooting immediately and escalate as emergencies. The AI never talks a tenant through something unsafe.

Give your maintenance line a playbook.

Fifteen procedures are ready the moment you sign up. Rewrite them into your own by Friday.

Try it free For PM companies

Included with AI maintenance triage. No per-ticket fee.