Tenant questions don't follow a script. Policies differ by property. Contact details vary by site. A default AI response handles none of that well.

MagicDoor's AI Policy Handbook lets property managers define exactly how the AI responds, by property, by topic, and with full control over what information appears. What follows covers what changed, what the system can and can't do, and how to set it up.

What Changed

Previously, AI chat responses covered only one use case: maintenance requests. Any other tenant question returned a default response, which limited flexibility and personalization.

What Property Managers Can Now Do

• Set up AI responses for any type of tenant question, not just maintenance requests
• Customize answers by property, so each location reflects its own policies
• Control what the AI returns while keeping personal contact information secure
• Provide clear, property-specific guidance on topics like pets, lease questions, and payments

What the AI Will Not Share

Any personal contact information already registered in MagicDoor, email addresses, phone numbers, will not appear in AI chat responses. This is for security.

Contact information not registered as personal in MagicDoor can appear in response scripts if you include it manually.

How the Default Policies Work

MagicDoor includes five default policies. The security deposit policy is shown below.

Policy script:

• Security deposits will be returned within 30 days of move-out.
• One inspection occurs before move-out, one after.
• The final statement with the deposit amount is completed after the second inspection.

What the AI returns when a tenant asks:

• Tenant (Harry): Ok, and when will my security deposit return?
• AI: Your security deposit will be returned within 30 days of move-out. There will be one inspection before move-out and one after move-out, and the final statement with the amount of deposits to be returned will be completed after the second inspection.

Managing AI Behavior

Property managers can edit default policies at any time, add new ones, or pause and stop the AI when needed.

Example: Setting Up a Pet Approval Policy

Scenario: An on-site assistant helps manage a multifamily property but is not registered in MagicDoor. A tenant starts keeping a pet.

Steps:

1. Go to Override → Snow Town Duplex (the target property)
2. Click the chevron on the right side
3. Add the script below

Note: If your on-site assistant has access to MagicDoor, do not use this approach. Any personal contact information already registered in MagicDoor will not appear in AI chat responses.

Script:

Building, Pet Policy & Lifestyle Policies

For questions related to community rules, tenants should email [you@company.com]. Topics covered: pets, noise, parking, smoking, amenities, packages, and trash policies.

Conclusion

The AI Policy Handbook gives property managers direct control over tenant communication, without relying on generic responses or manual follow-up for every question.

Policies can be edited, added, paused, or stopped at any point.

Personal contact information stays protected by default. And for cases that need a human touch, the system makes it straightforward to route tenants to the right person.