The Voice AI Agent (Joy Voice AI) is a new capability within JoyAI that answers resident maintenance calls, has a real conversation to understand the issue, decides how urgent it is, and either resolves it on the spot or routes it to the right person with full context attached.
It handles every call the same way, whether it comes in mid-shift or in the middle of the night.
In this article
Every maintenance call, answered
Maintenance calls come in all day, and plenty go unanswered. It happens at 2pm when the office is slammed just as easily as at 2am.
- Calls land in a phone tree
- Calls sit on hold
- Calls roll to voicemail
- The resident waits
- Your team picks up the pieces later, without context
Agent Instructions: you stay in control
Using Agent Instructions, you define exactly how JoyAI handles each type of issue, from a clogged drain to a noise complaint. Update them anytime. No engineering required.
Emergency calls: fire, gas leaks, flooding and power outages
Pre-loaded instructions handle fire, gas leaks, flooding, and power outages.
- Use them as-is
- Customize them
- Write your own, including when JoyAI should prompt a resident to call 911 or alert your on-call team
How calls are triaged and routed
Calls arrive pre-triaged, pre-categorized, and routed with the right urgency, so your team spends less time sorting and more time fixing. That means fewer interruptions during a busy day and fewer surprises after hours.
- If your community uses Happy Force: JoyAI routes to Happy Force technicians automatically
- If not: JoyAI follows the instructions you've set
Why it matters
Plenty of residents still prefer to pick up the phone. The Voice AI Agent makes sure that call gets answered, understood, and acted on every time: a better experience for residents, and fewer interruptions for the people keeping communities running.
What's next: beta availability
We're bringing the Voice AI Agent to a group of beta communities this summer, with broader availability to follow. We'll share more soon, including how to get early access.
Frequently asked questions
Are Agent Instructions set separately for each property, or once for the whole account?
Agent Instructions apply by property. Each instruction is assigned to one or more of your properties, and Joy follows the instructions assigned to the property the resident is calling about.