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This help article explains how AI runbooks work in MagicDoor and how to create and manage them.

Inside, you'll find:

• Understanding how AI runbooks handle tenant maintenance requests
• Navigating to the AI Runbooks section
• Reviewing pre-built MagicDoor runbooks
• Creating a custom runbook
• Managing active runbooks and monitoring maintenance requests

Use this article as a reference when setting up automated maintenance workflows or creating custom response scripts for tenant issues.

Step 1: Navigate to AI Runbooks

To begin, locate the AI Runbooks section from the left-side navigation.

• Click Maintenance in the left sidebar.
• Select AI Runbooks from the dropdown menu.

From this screen, you can view all pre-built MagicDoor runbooks as well as any custom runbooks you have created.

Step 2: Understand How AI Runbooks Work

When a tenant submits a maintenance request, MagicDoor's AI analyzes all active runbooks and identifies the most relevant one for the situation. The AI then:

• Makes initial contact with the tenant via text message
• Asks basic diagnostic questions to gather information
• Walks the tenant through troubleshooting steps
• Converts the request to a work order and assigns it to a vendor automatically when escalation is needed

The messages are delivered via text message, and are written to read like a property manager, not an AI system.

Step 3: Review Pre-Built Runbooks

MagicDoor includes ready-to-use runbooks for common maintenance scenarios such as:

• Water leak emergencies
• Garbage disposal not working
• Toilet or sink blockage
• Air conditioning not cooling properly

To review a runbook, click it to view the full script, troubleshooting steps, escalation criteria, and the vendor assignment logic.

Step 4: Create a Custom Runbook

For maintenance scenarios not covered by the pre-built templates, you can create a custom runbook tailored to your properties.

• Click Create Custom Runbook.

  

• Fill in the following fields:

  • Vendor: the vendor to be assigned to all requests categorized under this runbook
  • Title: the name of the runbook
  • Description: a summary of the maintenance scenario it covers
  • Script: the message sequence the AI will follow when interacting with the tenant

Once all fields are complete, click Submit to save the runbook.

Step 5: Enable or Disable Runbooks

You can control which runbooks are active at any time. From the AI Runbooks screen, toggle any pre-built or custom runbook on or off depending on your current needs.

Step 6: Monitor Maintenance Requests

All incoming maintenance requests are visible under Maintenance Requests, where you can see their status: new, processing, pending, and more, along with an AI urgency score for each.

From any individual request, you can:

• Convert it to a work order manually if needed
• Stop the AI from processing the request
• Change the request status
• Edit request details
• View all tenant and vendor communications
• Review the specific runbook the AI is running

For requests already processed by AI, you can view the full communication thread and the automatic group chat created between the tenant and the assigned vendor.

Need Help With AI Runbooks?

If you have questions about setting up or managing AI runbooks, our support team is here to help.

👉 Contact us anytime at support@magicdoor.com

📞 Call us at: (888) 887 - 8780 (9:00 AM – 5:00 PM PST)