Handles inbound calls from existing tenants with account-related questions. Acts as always-on customer support for every facility.

What It Does

When an existing customer calls, the Support Agent acts as a customer support representative for the facility.

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Gate Codes

Looks up and shares the caller's gate access code.

FMS Integration
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Account Balances

Checks what the tenant owes and shares balance details.

FMS Integration
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Billing & Payments

Answers questions about billing, due dates, payment options, and autopay enrollment.

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Account Management

Helps with insurance, move-out requests, account info updates, and lease details.

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Transfers & Downsizing

Handles unit transfer and downsizing requests, then hands off to the Sales Agent to find availability.

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Human Escalation

Seamlessly connects to a live support agent when the caller asks to speak with a person.

How the Agent Thinks

The Support Agent follows a structured flow to resolve tenant questions efficiently.

1

Understanding

Assesses what the caller needs and asks clarifying questions to identify the right workflow.

2

General Advice

Provides initial guidance based on the caller's question before routing to a specific workflow.

3

Dispatching

Routes the caller to the right Cortex worksheet to handle their specific request. The agent checks voice-specific worksheets first, then falls back to your regular Cortex worksheets.

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How Dispatching Works

Rather than handling every request itself, the Support Agent figures out what the caller needs and routes them to the right place. For example:

"What's my gate code?" Gate Code
"How much do I owe?" Account Balance
"I want to pay my bill" Pay Bill
"I want to cancel" Cancel
"I need a smaller unit" Sales Agent

How Callers Reach It

When someone calls in, swivl figures out whether they're an existing customer or a new prospect.

Known Customer Phone number matches an active lease. Routed directly to the Support Agent.
Support Question If the caller asks about billing, gate codes, or their account, they're sent here even if we don't recognize their number.

Configuration

This agent comes out of the box when swivl starts handling your inbound call traffic.

Escalation Settings

When a caller asks to speak with a person, the agent tries to connect them. Configure where those calls go in Voice Settings.

SettingWhat It Controls
Direct Line to Customer Service Team Where escalated support calls go: "swivl Conversations" (handled in swivl) or "External Phone Number" (forwarded to your team)
Customer Service Escalation Phone Number The direct number to forward to. This should ring your staff directly, not your customer-facing number (that creates a loop).
Service Extension Optional extension to dial after connecting

Per-Feature Configuration

Each voice feature has its own Cortex worksheet in swivlStudio under Voice. This is where you control what the agent does when a caller asks about a specific topic.

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Each feature page can configure:

Use FMS to Lookup - Pull data from the FMS (where applicable)

Voice Messages - What the agent says

Send SMS - Optionally text info to the caller

Escalate - Whether to offer escalation, and where to send it

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Voice-specific worksheets are checked first, but the Support Agent can also trigger any Cortex worksheet in Property Manager.

Common Issues

⚠️ The agent can't find the caller's gate code, account balance, or account number

  1. Check that "Use FMS to Lookup" is enabled on the relevant feature page: Gate Code, Account Balance, or Account Number
  2. Verify the caller's phone number matches a user record with an active lease
  3. Check that the FMS is returning the expected data for that feature
  4. If the tenant has multiple leases, the Lease Picker should prompt them to choose - make sure it's working as expected

⚠️ Support calls aren't escalating

  1. Check that the escalation destination is configured in Voice Settings
  2. If set to "External Phone Number", verify the number is a direct line (not the customer-facing number)
  3. Or check the per-feature override on the specific voice page - each feature can override the default escalation

⚠️ The agent gives wrong information

The Support Agent pulls its answers from your Cortex worksheets in swivlStudio. If it's saying something incorrect, check the relevant worksheet and update the messages there. For FMS data issues, reach out to support@tryswivl.com.