Property Management Answering Service and Virtual Receptionist
Your PMs are drowning in calls.
Frontly answers every tenant and owner call so your team can actually manage properties.
The short answer
What is Frontly's property management answering service?
Frontly is an AI property management answering service and virtual receptionist for Australian property managers. It answers every tenant and landlord call 24/7, triages maintenance requests, and on Pro runs outbound arrears and lease-renewal campaigns, capturing every request in your Frontly dashboard for your property managers to action. Call answering live in about an hour, flat monthly rate, no commitment beyond the plan you pick.
THE PROBLEM
Property Managers Field More Calls Than Any Other Role in Real Estate
23%
of 2,241 US companies audited never replied to a web enquiry at all. A tenant with a burst pipe needs someone to pick up, not a reply tomorrow.
Source: Harvard Business Review, 2011 (US)
After hours.
Burst pipes, lockouts and power outages happen overnight and on weekends, when the office is closed.
Every call
answered at once, however many tenants ring together, with the request captured against the right property.
HEAR IT FOR YOURSELF
Your AI Property Assistant Is Ready to Talk
Call our AI agent right now. It'll handle a tenant maintenance call, just like it would for your property management office. No signup required.
Test Call
Talk to the AI agent right now from your browser. Hear exactly how Frontly will sound for your business.
HOW IT WORKS
Live in About an Hour. Every Tenant Call Answered.
Connect Your Phone
Forward your office line or get a dedicated AI number. No PMS migration, no IT project. Takes 5 minutes.
We Help Set Up Your First Workflow
Our team maps your call types: maintenance, rent enquiries, inspection bookings, landlord updates. We help set up the routing rules for your first workflow around your actual process.
Go Live
Frontly answers every tenant and landlord call, captures maintenance requests in your Frontly dashboard, books inspections, and on Pro runs outbound arrears campaigns at scale.
WHAT FRONTLY HANDLES
Every Tenant and Owner Call, Handled
Frontly answers the calls your team can't get to and, on Pro, makes the outbound calls no one has time for. Flat monthly rate, every request logged in your Frontly dashboard, and your existing software connected during onboarding.
Urgent maintenance triage
Detects emergencies like burst pipes, no power, and lockouts, captures the details, and escalates to your on-call manager by phone or SMS straight away.
Routine maintenance requests
Logs the property, tenant, and issue into your Frontly dashboard with the full transcript, ready for the team to action in the morning.
Leasing and rental enquiries
Captures prospective-tenant details, inspection interest, and application questions so no lead sits in voicemail.
Arrears follow-ups (outbound, on Pro)
Calls tenants in arrears at scale with a consistent, on-record script, captures the payment commitment, and logs the outcome.
Landlord and owner updates
Answers owner questions and routes anything that needs a person to the right property manager.
Visual Workflow Builder
Script Your Maintenance Triage Without Code
Your First Workflow, Built With You
Our team maps your portfolio, your after-hours rules, and your escalation contacts, and sets up your first workflow with you: what the AI asks before anything reaches a property manager.
Urgency Rules You Decide
You define what is an emergency. A burst pipe or no hot water escalates immediately; a dripping tap is logged for the morning.
Tenant, Owner or Prospect
The script separates a tenant reporting a fault from an owner chasing an update and a prospect asking about an inspection.
Change It Yourself
Adjust escalation contacts, after-hours windows, or the triage questions as the portfolio changes, without waiting on us.
Intelligent Branching
Route by property, issue type, or time of day, so a 2 AM emergency never follows the same path as a routine request.
Cross-Call Memory
Your AI Remembers Every Tenant
- Returning tenants recognised the moment they call
- Previous maintenance requests at that property recalled automatically
- No tenant repeating an issue they already reported last week
- Full call history per property before your team picks it up
Frontly Dashboard
Every Tenant Call, Triaged and Captured
Every Request In One Place
Maintenance requests land in your Frontly dashboard with the property, the issue, and the urgency already captured, not as a voicemail to transcribe.
Full Transcript on Every Call
Read exactly how the tenant described the fault, so the right trade is sent the first time.
After-Hours Escalation
Configure an SMS or call to your on-call manager the moment a genuine emergency is confirmed.
Cross-call History at a Glance
Every previous call about that property, so a recurring fault is visible rather than rediscovered.
Live Status Across the Portfolio
See what came in overnight across every property on one screen.
Outbound Campaign Manager
Close the Loop Without Tying Up Your Team
Inspection and Arrears Reminders
Frontly calls tenants ahead of routine inspections or about outstanding rent, capturing the response so your team only handles the exceptions.
Maintenance Follow-Up
Call the tenant after a trade attends to confirm the work was actually completed.
Same Builder, No New Tool
Script the campaign with the same drag-and-drop builder you used for inbound triage.
See What Landed
Track which calls got a response and which properties need a second attempt.
INTEGRATIONS
Works with the software property management already runs on
Connect your AI receptionist to the software your team already uses, so Frontly can check availability, manage bookings and capture caller details as part of your reception workflow.
Real estate and property
Team messaging
Integrations support Frontly's reception and caller follow-up workflows. Available actions depend on the connected software and your setup.
Integration allowances vary by plan. See Pricing for what's included.
Not on the list, or need a specific workflow? Tell us what you use and what you'd like Frontly to handle. We'll check what's possible.
WHAT USUALLY DECIDES IT
The three questions that come up every time
A real person, whenever the caller wants one
Every workflow can hand the call to your on-call property manager. The transfer carries a spoken briefing, so your team picks up already knowing who is calling and why. The caller never has to explain themselves twice, which is usually the moment a good call turns into a complaint.
More than one language, on the same number
Frontly speaks to tenants in more than one language on the same office number. Tenants describing a maintenance fault get it right in their own language, which means the correct trade is sent the first time.
Flat monthly rate, and knowledge that costs nothing to grow
Your plan is a flat monthly rate covering a set number of call minutes, and there is no cap on how many questions the AI is allowed to answer. Adding another topic to its knowledge never adds a line to the bill, and every rate we do meter is published up front. See pricing for the current rates.
ANSWERING SERVICE OR AI
Answering service or AI receptionist for property management?
An answering service logs the tenant's call and forwards it. An AI receptionist captures the maintenance request properly, decides whether it is urgent, and escalates only the ones that warrant waking someone. For a portfolio that is the difference between a triaged queue and a full voicemail box.
Where a staffed answering service still wins
An angry tenant or a landlord dispute. De-escalation is a human skill, and a bureau operator who has heard it a thousand times handles it better than a workflow will. Keeping a person available for those calls is a reasonable choice.
Where Frontly wins
Maintenance reports, rent questions, inspection times and application status are high volume and highly repetitive. Those complete on the call with the details captured the same way every time, and arrears follow-ups run outbound from the same system rather than off a property manager's to-do list.
Most businesses end up running one or the other rather than both. If you are weighing it up properly, the full cost and capability breakdown is in Frontly against a human receptionist.
WHAT THE PHONE ACTUALLY CARRIES
One line carries leasing, arrears and maintenance at once
Property management is the use case where a single phone number runs three different businesses. What the call turns out to be about decides whether it is revenue, a collection, or a call-out, and that decision gets made in the first thirty seconds.
Bigger organisation?
Large rent rolls and multi-office portfolios
Enterprise can read from and send to your own property systems during a tenant call, built around your process and scoped with us. Own-cloud or on-premise deployment, SLA-backed uptime and a dedicated account manager.
FAQ
Frequently Asked Questions
When a tenant calls to report a maintenance issue, Frontly captures the property address, issue category, urgency, and tenant contact details, then writes a structured maintenance request into your Frontly dashboard. The property manager gets an email or SMS notification with the full transcript attached, ready to action.
On the Pro plan, Frontly runs outbound arrears campaigns at scale. Load your tenant arrears list as a CSV, and Frontly calls each one, captures the payment commitment, logs the outcome in your Frontly dashboard, and schedules follow-ups.
Yes. Frontly answers tenant maintenance calls around the clock and listens for emergency keywords like 'burst pipe', 'no power', 'water leak', 'lockout', and 'break in'. It captures all details, creates the urgent work order, and routes immediately to the on-call property manager by phone or SMS, day or night.
Yes. One Frontly account can run different call flows for each office, each branch, or each agent. Consolidated reporting and transcripts across the whole portfolio. Per-office branding, greeting, and routing rules.
Frontly uses natural, conversational voice AI, and you control the greeting, so it can introduce itself as your office's after-hours assistant or state plainly that it is an AI, whichever suits how you deal with tenants.
Yes. The call flow separates tenants, owners, and prospective renters at the start of the call, so an owner chasing an update on a repair is handled differently from a tenant reporting a new fault, and each lands in your Frontly dashboard tagged accordingly.
Yes, with two kinds of connection. MRI Property Tree is Available: you connect it with your permission, and we set it up with you during onboarding. PropertyMe, VaultRE and Reapit require vendor approval: the software company approves the connection first, and we make that request with you. Nothing waits on it: your AI is answering in about an hour, and every maintenance request, enquiry and arrears outcome lands in your Frontly dashboard from the first call. Running something else? Tell us and we will check it.
Frontly is a flat monthly rate with a monthly call-minute allowance, not a meter running from the first call, and one agent takes as many callers at once as arrive. Plans are month to month, with outbound campaigns on the Pro plan, and the current rates are on our pricing page. A busy arrears month does not re-price every call you take.
Every tenant call, answered around the clock, with maintenance requests captured against the right property and genuine emergencies escalated at once. A good service also separates tenants, owners and prospective renters, recognises who has called before, and follows up arrears by phone. Frontly does all of this, with arrears calls on the Pro plan and every call logged and transcribed in one dashboard across every office.
Yes. Frontly warm-transfers the caller to the property manager you approve, with a short spoken briefing on the property and the issue, so nobody repeats themselves. Each transfer can try a desk phone and then a backup mobile. If the property manager is out at an inspection, Frontly takes a message and sends it by email or SMS straight away.
Frontly will not guess about rent, bond or a lease, because a wrong answer starts a dispute. It answers only from the information you give it, and anything else becomes a message for the property manager or a transfer. The question and transcript land in your dashboard, and you can add the answer in the visual builder.
Yes. Each Frontly agent speaks the language you set, so you can run a dedicated maintenance line in Mandarin, Arabic, Vietnamese or Hindi, out of more than 40 languages, and the fault is described accurately and the right trade is sent the first time. The request and the full transcript land in your dashboard.
It fits the workload well, because all three jobs the phone carries are rule-driven. Leasing enquiries get qualified and booked into an inspection slot, maintenance is triaged against the criteria you set, and arrears follow-up runs on schedule. Genuine emergencies still reach your on-call person. You define every one of those boundaries during setup.
The constraint it moves is units supported per employee. Leasing enquiries become inspections without a manager taking the call, routine maintenance becomes a categorised work order rather than a message, and only what genuinely cannot wait reaches the person on call. Watch units per employee and after-hours call-outs avoided, not calls answered.
KEEP EXPLORING
Keep exploring Frontly for Property Management
Go deeper on the capabilities, comparisons, and guides that matter most.
24/7 inbound answering
How Frontly answers every call, qualifies the caller, and books the job in your dashboard.
How inbound worksOutbound campaigns
Recalls, follow-ups, arrears, and lead reactivation dialled automatically at scale.
Run outboundAfter-hours answering
Burst pipes and lockouts happen overnight. See how tenant emergencies are separated from everything that can wait.
See after-hoursThe hidden cost of PM missed calls
Why tenant calls swamp a property manager's day, and what the missed ones really cost.
Read the guideReady to Stop Drowning in Tenant Calls?
Set up your AI front desk in about an hour. No commitment beyond the plan you pick. Live across every office.