At a social landlord, Saturday night’s leak and a housing application come in on the same phone.
A lift out of order, a leak in a stairwell, an applicant worried about their file: the agency or housing office receives everything on one line, and in the evening or at the weekend no one picks up. The Alyas agent tells an emergency from an ordinary report, notes the essentials and hands over to the on-call team.
On the phone, in this line of work
Repair reports make up the bulk of calls: they cannot be settled over the phone, but they must reach the right department complete (estate, building, floor, nature of the problem, callback number). The agent is given the landlord’s own list of what counts as urgent: an active leak, a communal heating failure in winter, a stopped lift, and so on. Anything not on it is noted for the next working day.
A social housing application is made online, on the dedicated service, or on paper with form no. 14069 lodged at a registering counter, service-public.gouv.fr explains. The agent explains these two routes from the information you give it, without registering or tracking any application.
What the agent does for you
Take a repair report: estate, building, floor, nature of the problem, tenant’s contact details.
Transfer to the on-call number the emergencies you have defined, at night as at weekends.
Explain to an applicant how to submit or renew a housing application, with the agency’s hours and address.
Give the opening hours of the agency and of the local caretaker, or book an appointment with an adviser in Google Calendar or Cal.com.
An example workflow
Illustrative example
A scenario written to show how it works: it is not the recording of a real call.
- The contactSaturday, 9:10 pm, a tenant calls: water is coming through her bathroom ceiling and the neighbour upstairs is not answering.
- Alyas agentThe agent says it is an AI and asks for the address, the building and the floor.
- An active leak is on the office’s emergency list: the call is transferred without delay to the technician on call.
- On Monday, the property manager finds the transcript in the client dashboard and sends in a partner contractor.
Connected tools
The on-call number is set up as the transfer number, one per agent. Google Calendar and Cal.com for appointments at the agency. Chat widget on the landlord’s website for everyday questions.
Further reading
Industries
Block management agentsIndustries
Joint local authoritiesIndustries
Social welfare centresSolutions
Conversational IVRUse cases
Screen urgent calls, at night and at weekends.Resources
AI on the phone: what the GDPR and the AI Act sayIndustries
Cleaning companies
Other industries: Public sector & non-profits
Frequently asked questions
An applicant asks how their housing application is progressing: can the agent say?
No. The agent has access to no file and registers no application. It recalls the procedure, says whom to contact and notes the question so that an adviser can call back.
Who decides what counts as an emergency?
You do. You give the agent the list of situations that trigger the on-call line, and it sticks to it. If the caller describes a danger to people, it also urges them to dial the emergency numbers (18, 112).
Our tenants do not all deal with the same contact depending on the estate: how is that handled?
The agent asks for the estate, then can give the caretaker or agency concerned from your information. It has only one transfer number: usually the on-call line; other requests are noted for the department concerned.
The agency’s number is the one on rent notices: do we need to change it?
No. You forward the line to Alyas through your operator, perhaps only outside opening hours, and the number tenants know stays the same.
Sources
No call or message left unanswered.
Channel, integrations, volume: you get a clear proposal before you commit.