Write the rules before handing over the phone
Different properties can have different access details, contacts and contractor arrangements. Agree the information to collect and the situations that require human escalation. Keep those instructions approved and up to date. A call-handling service should not invent a repair authorisation, promise a contractor visit or make decisions outside the authority you have given it.
Follow the request through to its next owner
A captured message, a submitted work order and an accepted contractor job are separate stages. Ask which stages your setup supports and who checks anything still open. Test an unavailable contractor and a tenant calling again about an existing request. Confirm your property management software individually; do not assume that every platform or vendor workflow is connected.
A call, from ring to next action
Agree the route before you switch on
A tenant calls about a maintenance issue outside office hours. This example flow depends on the rules and integrations agreed during setup.
- 1. Listen and collect
Record the property, caller and reported problem
- 2. Follow the agreed rules
Within the routine scope
Capture the request for the agreed maintenance workflow
Needs a person
Try approved contacts according to your escalation rules
- 3. Make the next action clear
Record who was contacted and what remains unconfirmed
If the contact is unavailable, use the agreed fallback. Do not promise that a transfer or request has been accepted.
Fictional example, not a customer recording
What could the conversation sound like?
A fictional tenant reporting an after-hours maintenance issue
Bring these situations to your demo
- A property with a different approved contractor
- A tenant calling again about the same issue
- An on-call contact who does not answer
- A request that exceeds the agent's approved authority
Caller
There is water leaking under the kitchen sink at my rental.
Example agent
Please tell me the property address and your callback number.
Caller
It is the unit on Example Street. Can you send a plumber?
Example agent
I will try the nominated after-hours contact using the property's instructions. A plumber's attendance still needs to be confirmed.
Next action: The property and issue are recorded for the approved contact. This is a sample workflow, not a repair authorisation or emergency-service substitute.
Your numbers, your decision
What would cover the cost?
An illustration, not a forecast. The starting inputs are examples, not industry averages. Use your actual value of an admin hour and a realistic estimate of hours saved. This model does not assume new tenancies, avoided damage or reduced legal risk. All amounts exclude GST.
$10 above the fee in this illustration.
At this value, 10 additional admin hours saved would cover the monthly fee. This comparison excludes other overheads and does not predict demand. Time value is not necessarily a cash saving.
Property managers call answering FAQs
Can we arrange after-hours cover without changing daytime reception?
Scope the call diversion around your office hours and existing phone service. Agree where daytime calls go, when the after-hours process starts and how staff can change the arrangement.
Can G2 contact our approved contractors?
Discuss the approved contacts, authorisation limits and supported handover workflow during setup. Contacting a contractor does not mean they have accepted the job or confirmed attendance.
What happens if nobody answers an urgent handover?
Agree a backup route and caller message before launch. Test the whole sequence, including unavailability. Your property-specific instructions should define who follows up and what the agent is allowed to say.
Will requests appear in our property management system?
Confirm your exact software and the supported method with G2. Ask whether the output is a message, a work order or another type of record, and who is responsible for checking it.
How should a smaller portfolio compare the cost?
Look at call volume, the hours spent handling it and the kind of cover you need. Use the admin-hours cost illustration. Do not assume the monthly fee will pay for itself through avoided emergencies.
What does G2 cost and what should I check before starting?
G2 costs $990 per month plus $1,500 setup, excluding GST. Before starting, confirm your phone diversion, supported software, booking permissions, handover contacts and fallback when nobody answers. Ask to test those scenarios in a walkthrough.
Hear it handle a call for your industry
Try the demo, then bring your software and call scenarios to a walkthrough. We can confirm the booking route, handover rules and setup for your business.
$990/month + $1,500 setup, excluding GST.
View pricing and what is included