CoreReach is an AI voice agent that answers the phone for property managers, 24/7. A resident with a leaking pipe, someone asking about the vacancy on Elm Street, an owner chasing a statement, a plumber calling to confirm access — your agent picks up, works out who it's talking to, and handles the call the way you'd want it handled.
This article covers what happens during a call and the words you'll see across the rest of the Help Center. For setup steps, see the other articles in Getting Started.
How a call flows, end to end
A caller dials your number. That's either your existing business number, forwarded to CoreReach, or the CoreReach number we give you.
Your agent answers, using the welcome message, voice and tone you configured.
It works out who's calling. Your agent checks the number against your records the moment the call connects. Someone who holds a role in your account — a resident, an owner, a vendor, a member of your staff — is greeted by name and taken straight to the point. Everyone else is treated as a new caller.
The conversation happens. Depending on who it is and what you've set up, your agent might:
Take a maintenance request, write it down properly, and work out how urgent it is
Call your on-call list when something can't wait until morning — 911 first if there's a risk to life
Ask a prospective resident your qualifying questions (Prospective Resident Intake)
Tell a caller what's available and what it costs, read from your own units
Book a viewing on your connected calendar (Appointments)
Text them a link — the application, the portal, the move-out checklist (Texting links during calls)
Capture a prospective owner enquiry, or give a vendor only the information you've authorised
Read out an answer to a common question (FAQ) or look one up in your Knowledge Base
Transfer the caller to the right person (Transfers)
Take a message, which is always available whatever else is switched on
The call ends with an outcome — Completed, Appointment, Transfer, Message, Failover or Blocked — so you can see at a glance what happened.
You see it in your account. The call appears on your Dashboard and Calls list with a transcript, the recording, a summary, the caller's sentiment, and the property or unit it was about. Anything that still needs a person lands in your Inbox.
Terms you'll see
About the people who call
Caller — whoever is on the phone.
Contact — a saved record for someone who has called before, or who you added or imported.
Role — what a contact is to you. A contact can hold more than one: Resident, Owner, Vendor, or staff. Holding a role is what makes someone a known caller.
Prospective Resident — someone enquiring about renting who isn't on file yet. A prospect stays a new caller each time until they become something more, which is deliberate: they may still be shopping, and you want the leasing questions asked.
Prospective Owner — someone asking you to manage a property they own.
General — a call we couldn't place. Wrong numbers, sales calls, a withheld number, or a caller whose purpose never became clear.
Every call is filed under what that call was about, and it's fixed when the call ends. Someone who rents from you and also owns a unit you manage shows as a Resident on a maintenance call and an Owner on a statement question — the labels describe calls, not people.
About your portfolio
Property — a building or address you manage.
Unit — an individual home within a property. Your unit count is also what sets your price and your monthly minutes.
About the work
Request — something from a call that still needs a person. Requests live in your Inbox with everything else the agent couldn't close out: voicemails, messages, and vendors it captured that nobody has confirmed.
Urgency — how bad it is. This is what decides whether a request is emailed the moment the call ends or simply filed for you to pick up.
Outcome — how the call ended (Completed, Appointment, Transfer, Message, Failover or Blocked).
About billing
Subscription minutes — the monthly allowance included with a paid plan. They reset each billing period and don't roll over.
Credit minutes — top-up minutes you buy. They don't expire, and they're used once your subscription minutes run out.
From here, the rest of Getting Started walks you through setting up your account and your first test call.