Technical specifications
Everything a decision-maker needs to evaluate Lila: what she handles, how calls route, what integrates with your stack, how data is handled, and exactly what's standard versus optional. If a detail you need isn't here, call the demo line and ask her.
The cost of an unanswered phone
Prospects who reach voicemail rarely wait for a callback. They call the next property on their list.
of calls to leasing offices go unanswered.
Source: LeaseHawk call dataof renters who can't get through won't leave a voicemail.
Source: LeaseHawk call dataof renter leads arrive before work, after work, or on weekends.
Source: RentEngine prospect data, 2025At a glance
- Coverage
- After-hours, weekends, holidays, and daytime overflow
- Call types
- Leasing inquiries and resident maintenance
- Phone number
- Keep your existing number (conditional call forwarding)
- Lead handoff
- Real-time SMS + email to your team
- Emergency routing
- Your rules, your on-call contacts
- Records
- Call summary, transcript, and recording for every call
- Reporting
- Weekly performance report
- Pricing model
- Flat monthly per community. No per-call fees
Leasing call handling
Lila works from a knowledge base built for your community and approved by you. She never invents pricing, availability, or policy.
| Capability | Status | Detail |
|---|---|---|
| Natural conversational voice | Standard | Human-sounding voice with interruption handling (barge-in), so callers can cut in and redirect the conversation like they would with a person. |
| Community knowledge base | Standard | Floor plans, rent ranges, specials, pet policy, amenities, parking, utilities, application steps, and office hours, sourced only from information you approve. |
| Prospect qualification | Standard | Captures name, mobile number, desired move-in date, bedroom count, budget, pets, and how they heard about you. |
| Tour requests | Standard | Collects preferred tour times and sends them to your team instantly for confirmation. |
| Calendar booking | Advanced | Books tours directly onto a Google or Microsoft 365/Outlook calendar against your available slots. |
| Real-time lead handoff | Standard | Every lead is texted and emailed to the contacts you choose within moments of the call ending, with a summary and callback number. |
| Follow-up text to prospect | Advanced | Confirmation SMS to the caller with next steps and your application or website link. |
| Outbound callbacks Coming soon | Advanced | Lila returns missed calls and web inquiries, within the calling-hour rules you set. |
| Daytime overflow | Standard | Answers when your team is on a tour, on another line, or away from the desk (forward-on-busy / no-answer). |
Maintenance is covered, not just leasing.
When the office is closed, Lila answers resident maintenance calls too. Real emergencies reach your on-call team immediately, and everything else is logged and waiting in the morning.
- Emergency triage using your definitions: active leaks, flooding, no heat, no AC in extreme heat, gas smell, lockouts, fire or safety issues.
- Escalation to your on-call technician by live warm transfer, text, or both, with a backup contact if the first doesn't answer.
- Safety guidance read from your approved scripts, such as where the water shutoff is or when to call 911.
- Non-urgent work orders captured with unit number, issue, access permission, and pet notes, delivered for next-day dispatch.
- Calm, consistent resident experience on every call, no matter the hour or how frustrated the caller is.
| Capability | Status | Detail |
|---|---|---|
| Emergency rules engine | Standard | You define what counts as urgent. Lila applies the same rules every time. |
| On-call escalation | Standard | Warm transfer and/or SMS alert to your on-call chain, with fallback contacts. |
| Work-order intake | Standard | Structured intake delivered by email and text for entry into your system. |
| Hold messaging during transfer | Advanced | Custom hold audio: calm messaging for emergencies, branded messaging for leasing calls. |
| Direct work-order creation in your PMS | Custom | Writes tickets straight into your property management software as part of a precision integration. See integrations. |
Telephony & routing
Built on carrier-grade cloud telephony (Twilio). No hardware, no new phone system.
| Item | Status | Detail |
|---|---|---|
| Keep your number | Standard | Your existing line forwards to Lila after hours or on no-answer/busy. Residents and prospects dial the number they already know. |
| Schedule-based routing | Standard | Office hours, holidays, and closures are set per community. |
| Business SMS registration | Standard | Texting runs on registered A2P 10DLC messaging for deliverability and carrier compliance. |
| Dedicated or tracking number | Advanced | A separate local number for ads, signage, or tracking lead sources. |
| Multi-community routing | Advanced | One portfolio line that routes callers to the right community. |
Integrations
Lila works on day one with no integration at all: every lead and work order arrives by text and email. Deeper connections are precision-built for your exact platform, workflows, and escalation rules during setup.
| Tier | Status | What it means |
|---|---|---|
| Tier 1: SMS + email handoff | Standard | Works with any setup, including a shared inbox or a paper log. Zero IT involvement. |
| Tier 2: Calendar sync | Advanced | Google Calendar or Microsoft 365/Outlook for tour booking. |
| Tier 3: Precision integration | Custom | Leads, tours, and work orders written directly into your property management or CRM platform, configured to your account, workflows, and field mappings. Quoted once we know your platform. Vendor API access terms apply. |
| Platform | Status | Notes |
|---|---|---|
| AppFolio | Custom | Precision integration, configured to your account. |
| Buildium | Custom | Precision integration, configured to your account. |
| Rent Manager | Custom | Precision integration, configured to your account. |
| Yardi Breeze / Voyager | Custom | Precision integration, configured to your account. Enterprise API access terms may apply. |
| Entrata | Custom | Precision integration, configured to your account. Enterprise API access terms may apply. |
| RealPage / ResMan | Custom | Precision integration, configured to your account. Enterprise API access terms may apply. |
| Rentec Direct, TenantCloud, DoorLoop | Custom | Precision integration, configured to your account. |
| Using something else? | Custom | Tell us what you run. If it accepts email or has an API, there's usually a path. |
Customization
Precision customization: every community gets a Lila tuned to how that property actually runs, then tested before go-live.
| Setting | Status | Detail |
|---|---|---|
| Greeting & community name | Standard | Answers as your community, in your words. |
| Voice selection | Standard | Choose from a set of natural voices and speaking styles. |
| Escalation contacts & hours | Standard | Who gets which alerts, and when. |
| Approved answers & scripts | Standard | Specials, policies, and safety scripts you sign off on. |
| Test calls before launch | Standard | We run scenario testing per property, and you approve before go-live. |
| Ongoing updates | Standard | Two rounds of test calls and revisions before launch, then routine updates to pricing, specials, and policies whenever they change. |
| Custom workflows | Advanced | Special routing, renewals, vendor dispatch, or anything unique to your operation. |
Compliance & data
| Area | Status | Detail |
|---|---|---|
| Fair Housing consistency | Standard | Every caller gets the same accurate, approved information. Lila doesn't steer, profile, or answer questions outside your approved content. |
| Call recording notice | Standard | Configurable recording disclosure to fit your state's requirements. |
| Texting consent | Standard | Messages go to callers who provided their number, on registered A2P messaging with opt-out support. |
| Data use | Standard | Your call data is used to serve your community. We don't sell it. See our privacy policy. |
| Human fallback | Standard | Callers can ask for a person. Lila takes a message or transfers per your rules. |
Onboarding
- IntakeA short form covering your community details, policies, and on-call contacts.
- BuildWe configure Lila's knowledge base, routing, and escalation rules.
- TestScenario test calls for leasing and maintenance. You hear her before anyone else does.
- Go liveTurn on call forwarding. We monitor and fine-tune through the onboarding window.
Pricing terms
- Monthly
- $299 per community, flat. 500 minutes included, then $0.30 a minute
- Setup
- $850 introductory setup for communities that start by December 31, 2026 (standard $1,200). Leasing and Night Shift maintenance included
- Advanced Customization Package
- $295 one time
- Precision integration
- Ask us. Quoted per platform
- Founding Communities
- Prepay your first year at $2,990: two months free, Advanced package waived, up to two custom changes a month, rate locked
- Portfolios & details
- Full pricing. Managing several properties? We'll quote your portfolio
Technical FAQ
Do we need to change phone systems or carriers?
No. Lila sits behind your existing number using conditional call forwarding, which nearly every carrier and phone system supports.
What happens if Lila doesn't know an answer?
She says so, takes a message, and flags it for your team. She doesn't guess on pricing, availability, or policy.
Can we review her calls?
Yes. Every call produces a summary, a transcript, and a recording, plus a weekly performance report.
How do updates work when our specials or policies change?
Send it through the change-request form on our homepage. Routine updates to pricing, specials, and policies are included in your monthly plan.
Does she integrate with our property management software?
Every community starts with text and email handoff, which needs no integration. Calendar sync is part of the Advanced Customization Package. Direct PMS connections are precision integrations, quoted per platform.
Is this going to replace our leasing staff?
No. Lila covers the hours your office is closed and the overflow when your team is busy. Your staff start the morning with qualified leads instead of voicemails.
Hear it for yourself.
The fastest way to evaluate Lila is to call her. Ask her anything a prospect or resident would.
Hear Lila live: (502) 431-1902Book a free 15-minute callCall usSpecifications describe current service options and may be updated as Lila adds capabilities.