IVR Phone Tree

Pointe Grand and Pointe Villas inbound call flow. Draft v1, 2026-09-09. Launch target October 22, 2026.

Start with the executive one-pager, then open any branch below.

01 Front door Greeting and recording disclaimer through the main menu, wrong input handling, and the Phase 2 caller ID routing and Spanish tree side paths. Open >
02 Leasing Specialist versus virtual leasing assistant, the four tier hold and route, and the after hours path to voicemail. Open > 03 Applications Application status line, hours gate, the two tier route to the centralized applications team, and the Phase 2 AI status lookup. Open > 04 Residents, vendors, emergency Residents menu for emergency, portal help, or the office, plus the maintenance emergency path to the 24 hour ActivAnswer line. Open >
Agent Leasing specialist, applications team, or office team, during office hours.
AI assistant Virtual leasing assistant for pricing, tours, and messages, any hour.
Voicemail Returned the next business day or when the office reopens.

Shared by every branch

05 Hold and queue cadence The queue's timed message rail, the music bed, property hold information, and the digit window for voicemail or callback. Open > 06 After hours and closures The shared after hours, holiday, and weather trigger, and how each branch behaves once it fires. Open >

Phase 2 and future

07 Roadmap The committed Phase 2 build items with named dependencies, plus the unfunded future items. Open >

How to read these

Menus are read option before digit.

Solid nodes are the Phase 1 baseline and grey dashed nodes are Phase 2.

"(pending)" marks an item awaiting a named owner.

Whole tree on one sheet: hairline view.

Executive summary: one-page call flow.