--- title: Ava picks up the phone with OurProperty’s newest AI agents description: Meet OurProperty’s newest AI phone agents. See how Ava handles arrears calls and employment references, extending an established suite of AI capabilities. image: https://blog.ourproperty.com.au/hubfs/Ava%20makes%20the%20call.png --- [Skip to content](https://blog.ourproperty.com.au/ourproperty-ava-ai-phone-agents#main-content) [![OurProperty Main Logo](https://blog.ourproperty.com.au/hs-fs/hubfs/OurProperty%20Main%20Logo.png?width=547&height=112&name=OurProperty%20Main%20Logo.png)Homepage](https://blog.ourproperty.com.au/www.ourproperty.com.au) [Book a Demo](https://www.ourproperty.com.au/book-demo) [Book a Demo](https://www.ourproperty.com.au/book-demo) ![Ava picks up the phone: OurProperty AI agents illustrated with Ava and audio graphics](https://blog.ourproperty.com.au/hs-fs/hubfs/Ava%20makes%20the%20call.png?width=1774&height=887&name=Ava%20makes%20the%20call.png) # Ava picks up the phone with OurProperty’s newest AI agents ![Tayla Gardner](https://7528315.fs1.hubspotusercontent-na1.net/hub/7528315/hubfs/raw_assets/public/mV0_d-cms-elevate-theme_hubspot/elevate/images/avatar-placeholder.jpg?width=48&height=48&name=avatar-placeholder.jpg) Tayla Gardner October 28, 2026 Ava picks up the phone with OurProperty’s newest AI agents 7:28 OurProperty has introduced its first two AI phone call agents for tenant arrears and employment references, expanding an existing suite of AI agents already working across the property management platform. Ava, OurProperty’s AI orchestrator, already supports agencies with owner risk management, email writing, reporting, summaries and analysis. These newest agents bring her into live phone conversations with tenants and employers—interpreting what people say, responding and recording the outcome in OurProperty. For arrears, Ava can discuss overdue rent with a tenant and establish a payment arrangement. For employment references, she can call an applicant’s employer, obtain reference details and populate the application vetting workflow. These are two new additions to Ava’s capabilities: extending AI from written content and analysis into conversations that progress everyday property management work. ## **What is an AI agent in property management?** An AI agent uses information and permitted tools to complete a defined task. In OurProperty, that means working within a specific property management process and accessing only the information needed for its role. For a phone agent, the task involves both conversation and action: asking questions, interpreting spoken answers, retrieving relevant information and recording the result. The property manager remains involved where judgement, a decision or follow-up is needed. ## **How Ava handles tenant arrears calls** OurProperty’s arrears phone agent calls a tenant to discuss overdue rent. Using converstaional AI tools, Ava responds to what the tenant says and can work towards an outcome, including a payment plan. In the webinar demonstration, the tenant agreed to repay $390 in arrears through four weekly instalments of $97.50, in addition to their normal rent. Ava discussed the arrangement, confirmed a start date aligned with the tenant’s rent payment and created the payment plan in OurProperty. The property manager could then review: · A summary of the call outcome and a full transcript. · The payment plan created from the conversation. · The call status and notes within the platform. A confirmation email outlined the agreed payment arrangement. This example used a test tenancy to demonstrate the workflow; it was not a recording of a real tenant’s circumstances. Ava can also use permitted tools to check ledger and payment-history information when responding to relevant questions. If the information is unavailable or the conversation needs the property manager’s involvement, the matter is referred back to the team. The webinar showed an email notification requesting follow-up. ### **Watch Ava conduct an arrears call and create a payment plan** In this demonstration, Tayla plays the tenant using a test tenancy. Watch Ava discuss overdue rent, agree on a payment arrangement and record the outcome in OurProperty. Loading...   [**Call transcript**](https://blog.ourproperty.com.au/hubfs/Ava%20-%20AI%20Agents/Ava%20-%20Arrears%20Call%20Payment%20Plan%20Transcript.pdf) ## **How Ava obtains employment references** OurProperty’s employment-reference phone agent calls an applicant’s employer, asks a defined set of questions and records the answers into the application vetting workflow. The webinar demonstrated questions covering: · Company name, job title and employment status. · Length of employment and guaranteed weekly hours. · Weekly take-home pay and reliability as an employee. The employer’s answers populated the reference details for the property manager to assess. In the demonstration, the employer described the applicant as full-time, while the application said part-time. Ava recorded the employer’s answer rather than copying the applicant’s information. If the call is unanswered or a voicemail is left, a note is recorded in the application. The property manager can decide whether to trigger another call or follow up another way. The agent gathers reference information. The property manager assesses that information and progresses the application; the employment-reference call does not approve the applicant. ### **Watch Ava obtain an employment reference** See Ava call an applicant’s employer, ask reference questions and record their answers in OurProperty for the property manager to assess. Demonstration using a test application. Loading... [**Call transcript**](https://blog.ourproperty.com.au/hubfs/Ava%20-%20AI%20Agents/Ava%20-%20Employer%20Call%20Transcript.pdf) ## **Next up AI phone calls for rental references** OurProperty is expanding Ava’s phone capabilities with a rental-reference agent, being introduced in this week’s Elevate webinar. Building on the arrears and employment-reference agents, this addition extends Ava’s role further into the tenancy application process. ## **What makes these calls AI rather than standard automation** Automation progresses known steps according to rules and triggers. AI interprets variable information within those steps. For example, triggering a reference call is a workflow action. Understanding the employer’s spoken answers and recording them into the relevant fields involves AI. In an arrears call, Ava interprets the tenant’s responses and uses permitted tools to support the conversation and its outcome. Together, AI and automation connect the conversation with the work that follows, reducing manual calls, note-taking and data entry. ## **How agencies control AI phone calls** OurProperty provides settings for supported agents and modules, including agency defaults and individual property manager settings. This allows an agency to introduce the phone agents with selected team members. · Human-in-the-Loop: the property manager initiates the call. For example, they select an arrears call task or trigger an employment-reference call from application vetting. · Full AI Mode: the supported workflow can trigger the call without the property manager initiating each one. The agent still operates within its assigned role and platform controls. Standard workflows already include AI capabilities such as summaries, copywriting and analytics. Leaving additional phone agents disabled does not remove those existing capabilities. ## **What information can the agents access** OurProperty defines and enforces each agent’s access boundaries. Agencies choose how supported agents operate, rather than having to design their security boundaries themselves. The arrears example showed an agent using specific tools to retrieve relevant information. It does not have unrestricted access to search every email or record for an answer. Requests outside its available information or role are referred to the property manager. These boundaries combine platform permissions, record-level access, instructions within the AI process and technical restrictions on available information and actions. AI can still misunderstand information, so review and appropriate oversight remain important. ## **AI designed around property management work** The phone agents extend an existing suite of AI capabilities across OurProperty. Each has a defined task, relevant platform information, a recorded outcome and a clear point for human involvement. For agencies evaluating property management software, that means looking beyond an AI label: what can the agent do, what information can it use, what happens after the interaction, and when does the team step in? Book an OurProperty demonstration to see how Ava and workflow automation can support your agency’s day-to-day work. ## Share this post [mailto:https%3A%2F%2Fblog.ourproperty.com.au%2Fourproperty-ava-ai-phone-agents](mailto:https%3A%2F%2Fblog.ourproperty.com.au%2Fourproperty-ava-ai-phone-agents) ## Keep reading ### [![Automation vs AI in Property Management](https://blog.ourproperty.com.au/hs-fs/hubfs/Automation%20vs%20AI.png?width=900&height=525&name=Automation%20vs%20AI.png) Blog property management AI AI vs automation: what’s the difference in property management?](https://blog.ourproperty.com.au/ai-vs-automation-property-management) ### [![](https://blog.ourproperty.com.au/hs-fs/hubfs/Ava%20in%20the%20lettings%20hero.png?width=1734&height=907&name=Ava%20in%20the%20lettings%20hero.png) Blog lettings Ava The right renter deserves your attention. Let Ava carry the admin.](https://blog.ourproperty.com.au/the-right-renter-deserves-your-attention.-let-ava-carry-the-admin) [![Front Design](https://blog.ourproperty.com.au/hs-fs/hubfs/Front%20Design.png?width=6734&height=1000&name=Front%20Design.png "Front Design")](http://www.ourproperty.com.au) --- Privacy Policy · Legal · © 2026 OurProperty. 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