Product Updates: Week 14

It's a short and sweet update this week as we prepare for two major launches next week.

This week we rolled out live transfer for RentEngine Voice AI: prospects can now be transferred directly to team members during calls instead of being escalated via email. We've also added automatic lead import from Broker Bay, updated move-in timing settings, and made several AI improvements.

Here's what's new in RentEngine.

Live Transfer for RentEngine Voice AI

Voice AI can now transfer calls directly to team members when prospects request to speak with someone, replacing email escalations.

How it works:

When a prospect asks to speak with a human or requests an escalation, voice AI will transfer to:

• A specific phone number you've configured

• The assigned team member for that property

• The entire subteam responsible for that property

The system attempts to connect the call in real time. If the call isn't answered, the system escalates via email as it did previously, ensuring no prospect inquiry goes unhandled.

This creates a smoother experience for prospects who prefer speaking with someone immediately rather than waiting for an email response and callback. It's particularly valuable for high-intent prospects who call with specific questions or concerns and want immediate answers. Instead of being told someone will follow up via email, they can be connected to the right person on the spot.

Configure this in: Settings > Communication > RentEngine AI > AI Calls

Move-In Timing Settings

We've updated the move-in timing section in Portfolio Settings to give you more control over how RentEngine AI responds to move-in timing questions.

The settings now include two separate controls:

Property can be held for: How far in advance a prospect can hold the property before moving in (measured from today or the earliest move-in date, whichever is later)

Move-in can happen within: How soon a prospect can move in after their application is approved

For example, you could set properties to be held for 20 days from now, and once an application is approved, allow move-in within 4 days. These settings help the AI give accurate responses when prospects ask about move-in timelines, hold periods, or how quickly they can secure a property.

Where to find it: Settings > Portfolio > Move-in Rules

General AI Improvements

We've made several updates to improve how the AI handles messages and feedback.

Better Showing Conversation Handling

AI now better distinguishes between messages that are actually requesting to schedule a showing versus messages that just mention showings conversationally. This prevents the AI from offering to schedule showings in contexts where it doesn't make sense.

Withdrawn and Not Interested Leads

AI responses are now better phrased for leads who aren't moving forward. The AI handles these conversations more gracefully, acknowledging their decision without continuing to push for engagement inappropriately.

Mobile App Feedback

You can now provide thumbs up/thumbs down feedback on AI responses directly from the mobile app, matching the functionality already available on desktop. This makes it easier to flag AI responses that need improvement when you're reviewing conversations on your phone.

Broker Bay MLS Integration

We added support for automatic lead import from Broker Bay tour requests, an MLS showing request platform used by some real estate markets to coordinate showings between listing agents and buyer's agents.

What Broker Bay is:

Some MLS systems use Broker Bay to coordinate showing requests between agents. When an agent wants to schedule a showing for one of your rental listings on the MLS, they submit the request through Broker Bay rather than calling you directly.

Traditionally, these requests would come through as emails requiring you to manually enter the lead into your system, copy contact information, and set up the showing.

How the integration works:

If you have your RentEngine lead forwarding email address set in Broker Bay, showing requests now automatically flow into the Command Center as new leads.

Because these are agent-represented prospects (not direct renters), RentEngine automatically:

Marks them as agents in the Command Center: Uses the agent feature we rolled out in Week 8, so you can immediately identify agent-represented prospects.

Sends your agent-specific scheduling link: Instead of the standard prospect scheduling link, agents receive your agent-configured link with appropriate showing flows and requirements.

Applies agent-appropriate communication settings: Disables auto-follow-ups (agents work on different timelines than direct prospects) and routes escalations to the correct team members based on property assignment.

Setup: Set up the lead parsing email for Broker Bay with this guide.

New Lease Term Options

We've added lease term options for 36, 48, and 60 month leases, giving you more flexibility when configuring available lease lengths for properties that support longer-term agreements.

Owner Reports Bug Fix

Fixed an issue where owner emails wouldn't send if the company or customer name contained special characters like colons.

Questions or feedback? Reach out via the Chat!