PM Tenant Service Agent

Overview

A production-grade AI agent built on Salesforce Agentforce that serves as a 24/7 virtual property management assistant for tenants. The agent handles the four highest-volume tenant interactions — maintenance requests, rent/payment inquiries, lease questions, and escalation to human property managers — replacing manual phone trees and email workflows with an intelligent conversational interface.

Problem

Property management companies handle hundreds of repetitive tenant inquiries — maintenance status, rent balances, lease renewals — all manually. Each interaction ties up a property manager for minutes; multiplied across a portfolio, it consumes hours daily that should go toward higher-value work.

Approach

Five Agentforce topics each backed by an Apex @InvocableMethod action: (1) Maintenance intake classifies issues into 6 categories and assigns urgency via a hybrid LLM + Apex safety-net approach. Emergency (gas leak, fire, flooding) overrides any LLM misclassification. Urgency level drives SLA and creates both a Case and Work Order atomically with savepoint/rollback for data consistency. (2) Rent & payment lookup pulls full payment profile — current balance, last 6 payments, late fees, next due date. (3) Lease info pulls dates, deposit, status, calculates days until expiry, and proactively surfaces renewal if within 90-day window. (4) Human escalation creates a high-priority Case with full conversation summary so the manager has complete context without asking the tenant to repeat themselves. (5) General routing handles scope-out gracefully.

Tech Stack

Results

Fully operational in sandbox. Deterministic urgency routing eliminates misclassification risk on life-safety emergencies. Atomic transaction pattern ensures zero partial records. All 5 topics verified with multi-turn conversation testing.