Capture every service request on first contact, without any coordinator
Service Intake takes calls, WhatsApp, email and web chat on your numbers and logs a complete work order before the caller hangs up, so desk hours go to work that needs a person.
Callers can speak
- USEnglish
- UKEnglish
- AUEnglish
- ARArabic
Customer
Level 5 in Tower B is roasting, and we have a client meeting in there at 3.
Agent
Logged as TKT-1044, Urgent. Emma Walker, our HVAC engineer, is 8 minutes away.
Trusted by forward-thinking enterprises globally
Turn the first request into an accurate, dispatch-ready work order
- Step 1: Answers the call On the first ring, on any channel. No queue, no phone menu.
- Step 2: Identifies the caller Matches the caller’s client and site, so the right contract applies.
- Step 3: Asks until nothing is missing Asks what your best coordinator would ask, until the job is complete.
- Step 4: Logs the work order Logs it during the call. The tenant leaves with the reference number.
- Step 5: Routes the job Sends it to Dispatch, or to your team when your rules say so.
Berkeley’s helpdesk no longer needs a coordinator for every call. Across its existing channels, Facilio’s AI agent handles requests from intake to dispatch around the clock, improving service quality without adding headcount.
80%
Calls handled by AI
4x
Faster dispatch
How Berkeley put its helpdesk on AI and reduced desk workload by 60%Run a cost-efficient desk
that meets the SLAs
Finance
Cut the cost of a request by 85%
Agents answer the call, log the work order and send the reference.- Take on new sites without the desk budget rising with them.
Client accounts
Prove response times from the first call
- Every call, email and chat becomes a timestamped work order.
- Overnight requests are logged overnight, so the morning starts on time.
Tenants and occupants
Give every caller a reference before they hang up
- Updates go out to the tenant as the work order moves.
- Fewer tenants ring back to ask where their job stands.
Get the full fault picture in any channel or language
Meet tenants where they are Your helpline, WhatsApp, inbox and tenant portal, with nothing new to download.
Capture the evidence the first time Photos and PDFs that tenants send are read on the spot and kept on the work order.
Only real requests leave the inbox Fault reports become work orders. Invoices, reports and newsletters stay where they are.
Serve Gulf portfolios in their own language Building and community names are heard correctly, and any Arabic call can be reviewed in English in a click.
Technicians arrive prepared The skills each job needs are captured on the call, so nobody rings the tenant back to ask.
Calls that go off script still reach the right person
Out-of-contract work goes to your teamNo work order goes out. Your team gets the caller, client, site and reason, already filled in.
- “Any update?” calls stop creating tickets
A tenant chasing a job is matched to the one already open, and gets the answer on the same call.
- Urgency is flagged at the second it was said
“We need this dealt with immediately” is marked on the request with its timestamp in the recording, so your team sees it first.
- Every hand-back is assigned to a person
Calls it can’t take land in one queue, each with an owner, so nothing sits unclaimed.
Decide what tenants hear on the calls
Your words for the hard moments
A gas leak gets your words and your transfer number, every time.
Improve it on your sign-off
Each conversation is scored for accuracy, compliance and resolution. Fixes wait for you.
Hear sentiment across the portfolio
Call summaries and tone flag frustrated tenants before a client escalates.
See the whole desk on one screen
Today’s requests by channel, what was logged or handed back, and tenant tone.
Go live in days, tested before tenants call
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Step 1: Onboard your agent
Set its name, voice, greeting style (warm, brief or branded) and manner (friendly, formal or quick) for each portfolio.
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Step 2: Approve it before tenants hear it
AI test callers ring it in every language before go‑live, and the Playground lets your team call it from the setup screen.
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Credit-based pricing
Transparent agent usage with a credit tracker. One subscription for AI agents, with no per-user licences.
100%
Jobs compliance-answered
99.8%
Less human dependency
0
Portal logins to close a job
Same day
Discrepancies auto-raised
Case study
How a UK FM provider automated job close-out and cut human dependency by 99.8%
Frequently asked questions
See by categories:
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No. Your existing number connects over SIP, or we set up a new local number. WhatsApp runs on your verified Business number, and email replies go out from your own domain.
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Our FM Ops Engineers load your sites, SLAs, required fields and escalation paths, then AI test callers ring it in every language before go-live. Your team can call it from the Playground, and every conversation is scored weekly, with fixes going live only on your sign-off.
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No. Tenants keep using your helpline, WhatsApp, inbox and portal, with nothing to download, so there’s no new process to teach them.
Call the agent and judge it
on a fault from your own portfolio
Report a fault as a tenant would. Leave out the floor number and listen to what it asks. Our FM Ops Engineers set it up on your sites and run it with you.
Helpdesk Agent
Calling…