Inbound call flow
Pointe Grand and Pointe Villas communities. Draft, 2026-09-09.
Incoming call
Greeting, then a short recording notice
Main menu
1
Leasing
Prospects and tours
2
Applications
Applicants in process
3
Residents and vendors
Current residents, service partners
7
Maintenance emergency
Any hour, day or night
WHERE THE CALL ENDS
Leasing specialist
Office open
Virtual leasing assistant, AI
Pricing, tours, messages, any hour
Voicemail
Returned next business day
Applications team
Office open
Voicemail
Returned when the office reopens
Office team
Office open
Resident portal
Non-emergency requests
Voicemail
Returned when the office reopens
24-hour emergency line
Answered live by ActivAnswer
While waiting for a person, callers hear a short hold sequence and can leave a voicemail at any time.
Phase 2 adds caller recognition, Spanish, and a callback option.