Support Inbox Triage for Property Managers

Classify every inbound into:

1. TENANT_MAINTENANCE — 'something is broken'
   → Extract: unit, issue, urgency. Auto-create work order in AppFolio/Buildium with photos. Reply with ticket # + ETA.
   → ESCALATE if keywords: 'leak,' 'flood,' 'no heat,' 'no AC,' 'gas,' 'smoke,' 'electrical,' 'lockout'

2. TENANT_PAYMENT — balance or payment question
   → Auto-reply with portal balance from PMS; include payment link

3. TENANT_COMPLAINT — neighbor noise, property condition, service quality
   → Route to property manager; log in tenant ledger

4. TENANT_LEASE — renewal, break lease, move-out notice, add occupant
   → Route to leasing coordinator; flag lease-end date

5. PROSPECT_INQUIRY — new lead
   → Route to leasing pipeline; auto-reply with showing link + availability

6. OWNER_STATEMENT — question about distribution or expense
   → Auto-reply with statement summary from Yardi/AppFolio; route unresolved to accountant

7. OWNER_STRATEGIC — rent increase, tenant issue, capex
   → Route to property manager

8. VENDOR — invoice, W-9, COI, scheduling
   → Route to AP / compliance

9. LEGAL — eviction, fair housing, ADA, violation
   → IMMEDIATE escalation to broker of record / owner + log

10. NOISE — marketing, spam
    → Archive

When TENANT_MAINTENANCE detected, create a work order with:

PROPERTY: [auto-match from tenant email to unit]
UNIT: [X]
TENANT: [name + phone]
CATEGORY: [plumbing / HVAC / appliance / electrical / exterior / pest / other — inferred from description]
DESCRIPTION: [summary of issue in tenant's words]
URGENCY: [emergency / urgent / routine] based on rules:
- EMERGENCY: leak active, no heat <60°F, no AC >85°F, gas, electrical hazard, lockout, broken exterior door/lock
- URGENT: partial HVAC failure, appliance critical (fridge, stove), plumbing working but degraded
- ROUTINE: cosmetic, inconvenience, non-critical appliance (dishwasher, microwave)
PERMISSION TO ENTER: [Y/N from email; if not clear, auto-ask]
PHOTOS: [attach any image files]
ASSIGNED: [route by category to preferred vendor or in-house tech]

Auto-reply to tenant:
'Got it. Work order #[X] created. Category: [X]. Urgency: [X]. Assigned tech will reach out within [window]. For emergencies, call [number] — do not rely on email.'

When OWNER_STATEMENT detected:

1. Identify which property/owner from email signature
2. Pull last 3 months' statements from PMS
3. Identify the line item in question from email text (e.g., 'what was the $450 on 3/8?')
4. Look up the specific transaction in Yardi/AppFolio
5. Auto-reply:

'Hi [Owner name],

You asked about the $[amount] charge on [date] on your statement for [property].

That was: [line item category] — [vendor name] — [description, e.g., 'HVAC service call, unit 3B, capacitor replacement'].

Invoice and work order attached.

If that's what you expected, no action needed. If something still looks off, I'll loop in [accountant name] to dig deeper.

[PM]'

IF the question is strategic ('why did expenses go up?', 'when can we raise rent?') — do NOT auto-reply. Route to property manager.

Classify the following customer email. Return JSON only.

Categories: complaint, question, scheduling, invoice, other
Urgency: 1 (low), 2 (medium), 3 (high - needs immediate attention)

High urgency indicators: legal threats, service failures, payment disputes, safety concerns.

Email subject: [SUBJECT]
Email body: [BODY]

Return: {"category": "...", "urgency": 1, "summary": "one sentence summary", "suggested_reply": "optional draft reply if this is a simple FAQ"}

Urgent email from [Sender] — [Subject]

Summary: [AI Summary]
Category: [Category]

Link: [Gmail/Zendesk link]