--- title: Revela Tenant Maintenance Agent for Triaging Maintenance Requests description: Tenant-Maintenance-Triage-Agent --- [Skip to content](https://kb.revela.co/knowledge-base/revela-tenant-maintenance-agent-for-triaging-maintenance-requests#main-content) English - United States Show submenu for translations ![logotype main@1x-1](https://kb.revela.co/hs-fs/hubfs/logotype%20main@1x-1.png?width=172&height=32&name=logotype%20main@1x-1.png) Open main navigation Close main navigation - English - United States Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Revela Knowledge Base](https://kb.revela.co/knowledge-base?hsLang=en-us) 2. [Guides](https://kb.revela.co/knowledge-base/guides?hsLang=en-us) 3. [Configuration](https://kb.revela.co/knowledge-base/guides?hsLang=en-us#configuration) # Revela Tenant Maintenance Agent for Triaging Maintenance Requests When a tenant reports a maintenance issue, the quality of that first report often determines how quickly it gets resolved. Incomplete details, missing photos, and duplicate reports for the same issue all slow things down and create unnecessary back-and-forth between parties. The Revela Tenant Maintenance Agent is a maintenance-focused AI assistant built into the tenant portal that guides tenants through reporting an issue, gathers the details needed for a complete work order, and checks for existing requests before creating a new one. In this release, the Tenant Maintenance Agent is scoped to maintenance only. It does not handle leasing, billing, payments, renewals, or general account questions, and it does not offer live agent escalation. Rather, it's designed to gather and structure information, not replace a conversation with property management staff. ### **Starting a Maintenance Conversation** Tenants access the Tenant Maintenance Agent directly from the tenant portal. **Open the Agent in the bottom right-hand corner** to begin a maintenance conversation. The Agent is built specifically for maintenance triage, so it stays focused on maintenance-related questions rather than general inquiries. As users describe the issue, the Agent asks clarifying follow-up questions to gather the details a work order needs — what's happening, where it's occurring, and how urgent it is. It also provides safe, low-risk troubleshooting guidance where appropriate, such as basic steps to try before a technician or vendor visit. The Agent does not attempt to walk users through anything higher-risk; it's built to gather information and offer safe guidance only. **Note:** The Tenant Maintenance Agent retains recent messages within a conversation so users don't need to repeat information they’ve already provided earlier in the same chat. ### **Adding Photos and Files** Users can attach photos or files at any point during the conversation. **Select the attachment icon** in the chat window to upload an image or document. Attachments become part of the Agent's understanding of the issue and carry through to the resulting maintenance request, so property management staff and vendors can see them without users needing to re-send anything separately. ![](https://kb.revela.co/hs-fs/hubfs/undefined-Oct-07-2026-09-07-45-0027-PM.png?width=456&height=629&name=undefined-Oct-07-2026-09-07-45-0027-PM.png) ### **Duplicate Request Detection** Before creating a new maintenance request, the Agent checks existing open requests to see if the issue being described has already been reported. If it finds a likely match, it lets the reporting user know and asks whether they’d like to add new details or photos to the existing request instead of starting a new one. If the user confirms the issue is in fact a different issue, the Agent goes ahead and creates a separate request. **Note:** Duplicate detection only checks against a specific user's open maintenance requests — it does not check requests submitted by other tenants in the same unit or property. ### **Submitting a Request Through the Tenant Maintenance Agent** Once the Agent has gathered enough information, it creates a structured maintenance request using the same underlying workflow as a request submitted manually through the tenant portal. **The user will have the opportunity to confirm the details** when the Agent presents them back to the user as a draft, and the request is created. The resulting request appears in the tenant portal like any other maintenance request, and property management staff receive the standard maintenance notifications as the work order is created. ### **Adding Details to an Existing Request** If a user needs to add new information or photos to a request they've already submitted— rather than starting a new one—the Agent can attach that update directly to the existing request. These updates appear as a comment on the request rather than changing the original description, so the initial report stays intact while the additional context is preserved. Updates made this way are recorded in the request's history. ### **For Property Managers: Reviewing AI-Assisted Requests** Maintenance requests created through the Agent include an AI-generated summary attached to the work order, giving property management staff a quick understanding of the issue without reading the full conversation. If the staff members or technicians need more context than the summary provides, **open the work order** and access the full conversation transcript, which preserves the original message order and any attachments the tenant sent. ![](https://kb.revela.co/hs-fs/hubfs/undefined-Oct-07-2026-09-07-45-2963-PM.png?width=1381&height=766&name=undefined-Oct-07-2026-09-07-45-2963-PM.png) ### **Enabling Maintenance AI for Your Organization** Maintenance AI is off by default and must be turned on for tenants to access it. Navigate to **Setup \> Organization Settings \> Tenant Assistant** **a**nd check the box to enable or disable the feature for your organization. The setting applies across your entire tenant portal experience. **Note:** Because this feature defaults to disabled, tenants will not see the Tenant Maintenance Agent option available within their tenant portal until a property manager turns it on. ### **Tips & Best Practices** - Encourage tenants to include photos whenever possible — attachments carry through to the work order and often reduce the number of follow-up questions your team or a vendor needs to ask. If a tenant reports an issue that seems safety-critical or urgent (such as a gas smell, active leak, or no heat in cold weather), remind them that the Agent is not a substitute for contacting your team directly for emergencies, since the Agent does not offer live agent escalation in this release. - Provide instructions guiding tenants to the Agent in the maintenance instructions. This is the information that is displayed above the maintenance request form within the tenant portal. Instructing them to use the Agent in cases of non-emergency can take a burden off of your team and increase the probability of work orders being submitted with complete details. This copy can be added or updated by navigating to **Setup \> Configurations \> Select Configuration \> Maintenance**. ![](https://kb.revela.co/hs-fs/hubfs/undefined-Oct-07-2026-09-07-44-6524-PM.png?width=941&height=686&name=undefined-Oct-07-2026-09-07-44-6524-PM.png) When reviewing AI-created requests, use the AI-generated summary for a quick read, but check the full transcript if the summary doesn't answer questions your vendor or team member is asking — the original conversation may include details the tenant provided that are useful for diagnosis. ### **Related Articles** - [Revela AI Smart Tasks](https://kb.revela.co/knowledge-base/revela-ai-smart-tasks?hsLang=en-us) - [Listing Smart Tasks](https://kb.revela.co/knowledge-base/listing-smart-tasks-vacancy-gap-detection-prospect-inquiry-application-follow-up-alerts-and-more?hsLang=en-us) - [Guides](https://kb.revela.co/knowledge-base/guides?hsLang=en-us#main-content) - [Configuration](https://kb.revela.co/knowledge-base/guides?hsLang=en-us#configuration) - [Day-to-Day Operations](https://kb.revela.co/knowledge-base/guides?hsLang=en-us#day-to-day-operations) - [Portfolio Management](https://kb.revela.co/knowledge-base/guides?hsLang=en-us#portfolio-management) - [Accounting & Banking](https://kb.revela.co/knowledge-base/guides?hsLang=en-us#accounting-banking) - [How-To's](https://kb.revela.co/knowledge-base/how-tos?hsLang=en-us#main-content) - [Portfolio Management](https://kb.revela.co/knowledge-base/how-tos?hsLang=en-us#portfolio-management) - [Day-to-Day Operations](https://kb.revela.co/knowledge-base/how-tos?hsLang=en-us#day-to-day-operations) - [Configuration](https://kb.revela.co/knowledge-base/how-tos?hsLang=en-us#configuration) - [Accounting & Banking](https://kb.revela.co/knowledge-base/how-tos?hsLang=en-us#accounting-banking) - [FAQ's](https://kb.revela.co/knowledge-base/faqs-1?hsLang=en-us#main-content) - [Configuration](https://kb.revela.co/knowledge-base/faqs-1?hsLang=en-us#configuration) - [Accounting & Banking](https://kb.revela.co/knowledge-base/faqs-1?hsLang=en-us#accounting-banking) - [Portfolio Management](https://kb.revela.co/knowledge-base/faqs-1?hsLang=en-us#portfolio-management) - [Configurations](https://kb.revela.co/knowledge-base/configurations?hsLang=en-us#main-content) - [Payment Plan](https://kb.revela.co/knowledge-base/configurations?hsLang=en-us#payment-plan) [![logotype navy@1x (1)-1](https://kb.revela.co/hs-fs/hubfs/logotype%20navy@1x%20(1)-1.png?width=300&height=56&name=logotype%20navy@1x%20(1)-1.png "logotype navy@1x (1)-1")](http://revela.co) [mailto:support@revela.co](mailto:support@revela.co)