The engine behind every answer
One session across voice, text, email, and chat. Grounded in your knowledge, run by your procedures, governed by guardrails, and backed by people.
Six stages, every time
Pick up
Every AI-answered call opens with a recording disclosure, then a greeting in your property's name. Texts, emails, and chats land in the same queue.
Understand
A real-time speech model listens and speaks in one pass, so callers can interrupt and the conversation still flows. English and Spanish, switched mid-call.
Ground
Answers come from your approved knowledge, live listings, and property data. If it isn't in there, the agent doesn't make it up.
Follow procedure
The scenario is matched to your Procedure for that property, and the steps are followed in order.
Check guardrails
Fair Housing rules, verbatim answers, and emergency handling outrank everything else in the conversation.
Act or hand off
Book, create, update, send, or transfer. When a person is needed, the escalation chain runs until someone picks up.
Your playbook, in plain English
You don't write prompts or build bots. You tell Wayline how your team handles a situation, scoped to the whole portfolio, a property group, or a single building, and the engine follows it.
- Scenario and instructions, written like an SOP
- Scoped by organization, property group, or property
- Knowledge Q&A with approved, published, and verbatim answers
- Access levels by audience: residents, prospects, owners, staff
- Ask if any unit is below 55°F or anyone is at risk.
- If yes, treat as an emergency and start the on-call chain.
- If no, confirm thermostat settings and breaker.
- Create a work order, priority high, and text the resident a summary.
- Read verbatim: “For your safety, please do not use the oven to heat your apartment.”
Rules that outrank the conversation
Some rules are yours. Some apply to every Wayline customer. All of them sit above anything a caller says.
Fair Housing first
Questions about vouchers, income or credit criteria, criminal history, or neighborhood demographics always go to a person, with a set response. It is the highest-priority rule in every conversation.
No invented answers
The agent never promises a service, appointment, or listing that isn't in your knowledge, procedures, or live inventory.
Verbatim when it matters
Mark an answer as verbatim and it is read word for word. Legal language and safety instructions stay exactly as written.
Emergencies skip the small talk
No clarifying questions when it's urgent. Your emergency procedure runs immediately, or it escalates as a maintenance emergency.
Email waits for approval
Outbound email is drafted for your team to approve by default. Auto-replies are switched on per channel, by you.
Knows when it's stuck
Poor connections and conversations going in circles are detected and handed to a person instead of looping.
Every request, in the building it belongs to
Calls, texts, and emails are matched to the resident, unit, and property before the first answer. The engine reads and writes to your property management system, so the work order, guest card, or tour is where your team expects it.
The model decides. Code makes sure.
When a person is needed, the agent makes one decision: escalate, and what kind. From there a deterministic chain you configure takes over, calling, texting, and leaving voicemail with retries while the caller holds, and logging every attempt.
- 01Warm transferStaff member screened, then bridged
- 02Call on-callAttempt 1 of 3
- 03TextWith summary + callback
- 04VoicemailRingless drop
- 05Wayline team24/7 human coverage
Scored, every session
Each conversation is scored for accuracy, tone, instruction adherence, and latency, with a human review status your team can see.
Three agents, one brain
A real-time front desk, a back-office agent that works tasks to completion, and an assistant your staff can text. Shared tools, knowledge, and rules.
English and Spanish
Detected and switched mid-conversation, across every channel.
Put the engine on your phone lines
We'll load your knowledge and procedures and run it against real scenarios from your buildings.