Customer support dashboard for short-term rental management
Five minutes of every call went on working out who was calling. Now you know before you pick up.
Name, spell it, which property, what dates, hold on while I find the booking. Every call, before the actual problem has even been mentioned, and a guest standing outside a door at midnight is spelling their surname instead of getting in.
Proptonomy matches the number before your browser rings. Their name, the property, the dates and every message you have already exchanged are on screen when you answer. You open with “Hi Anna, is it the door code at Strandgata?”
- “Can I take your name?”
- “Could you spell that?”
- “Which property are you at?”
- “And the address there?”
- “What are your dates?”
- “Bear with me while I find the booking.”
- then, finally, the reason they called
- Calling
- Anna Bergström
- Property
- Strandgata 52, apt 3
- Staying
- 14–17 Aug, checked in
- Last message
- “The code isn’t working” · 4 minutes ago
All of it resolved from the number before the first ring. Nothing to look up, nothing to ask, and a guest who is answered rather than interviewed.
- 80%
- of guest communication handled before anyone is involved
- 2 people
- run what used to take ten, in our own operation
- One thread
- per guest, calls, texts, email and WhatsApp in one place
Built by the team behind Heimby, after three years running one of Norway’s largest short-term rental operations. We asked those five questions for a long time.
Mission Control
The hard part is not answering. It is knowing what to answer first.
A hundred properties generate a lot of noise and very little of it is urgent. A guest locked out at 23:40 and an owner asking about next month's payout are not the same job, and at eleven at night nobody should be deciding which is which by scrolling. Mission Control ranks everything that still needs a person, so the queue argues its own order.
Somebody is stuck
A lockout, a flood, a guest with nowhere to sleep. Top of the list whatever else is on it, and it stays there until a person closes it.
Somebody is owed something
A guest waiting on an answer, a missed call, a clean due before a 15:00 check-in, a reply the AI drafted and will not send unreviewed.
Everything else
A task with no owner, a job that has gone quiet, an owner update nobody has sent. Visible, ranked, and not pretending to be urgent.
Almost everything in that queue is put there by the AI rather than by a person noticing. That is the point: the work being removed is the work of spotting what is going wrong, not the work of displaying it more attractively.
Voice calls & virtual assistants
A voice-call VA agent is only as good as what is on their screen
Hiring a virtual assistant for short-term rental support is the easy part. The gap is never the person, it is that nothing they need is in one place while a guest is talking, and that you have no idea how the call went until the review lands.
What a VA is usually handed
A phone that is not yours
Calls forwarded to a personal mobile, or a number that only rings in one country. Nothing recorded, nothing logged, and no way to hear how it went.
A PMS login and a WhatsApp account
The booking is in one window, the conversation in another, the cleaner in a third. The guest waits while somebody alt-tabs.
No way for you to help them
You find out a call went badly when the review lands. No listening in, no coaching, and no transcript to read afterwards.
What they get here instead
Your own number, in the country you operate in, ringing in the browser tab they already have open, anywhere in the world, with no desk phone and no forwarding chain. The caller’s name, property and booking arrive with the ring. You can listen in, whisper an answer only they hear, or take the call over. And afterwards there is a recording, a transcript in the language spoken, and a three-line summary sitting in the guest’s own thread.
On the call
Everything you reach for, and usually find missing
Plenty of tools let you answer in a browser and stop there. These are the controls an operator reaches for in the first week.
Their whole history, not just their name
The identification is only the start of it. Every message across every channel is in the same thread, so a guest never repeats what they told somebody else on Tuesday.
Put them on hold without losing them
Hold with your own music while you find a lockbox code. Key digits into a supplier's menu without hanging up. Hand the call to a colleague after speaking to them first, so nobody is transferred into silence.
Rescue a call that is going wrong
Join a colleague's live call silently, whisper an answer only they can hear, or step in and take it over. Training somebody stops meaning sitting next to them.
A refresh does not end the call
Close the tab by accident, walk into a lift, lose wifi for ten seconds, the call is held open and the browser rejoins it. The guest hears hold music, not a dead line.
After the call
The half nobody demos and everybody lives with
A phone system ends when the call does. A support dashboard is judged on what it leaves behind, and on whether anyone can answer, a month later, what that guest was actually promised.
It is already in the guest's thread
Not a call log beside the inbox, the same conversation as their WhatsApp, their email and their texts, in order. There is nothing to sync, because it is already the same thread.
Recorded, transcribed, summarised
In the language actually spoken, with a re-run if the model hears it wrong. Three lines at the top: who called, what they wanted, what was promised. The next person does not listen to twelve minutes of audio.
A missed call becomes somebody's job
Not a red number on a dashboard. An item with an owner and a clock, ranked against the overdue clean and the guest waiting on a reply.
You can answer “how did that go?”
Median wait, how often you answered inside twenty seconds, who took what, and what the calls were actually about, because every one gets filed under a reason you defined.
Also on the line
When nobody can pick up, the call is still answered
The desk is for your people. Around it, Proptonomy covers the calls that come when nobody is free, and keeps the numbers your guests already know.
An AI voice agent for the routine calls
Check-in, parking, Wi-Fi and late arrivals, answered at any hour in the caller's language with their booking in front of it. Anything that needs a person is handed over with a three-line summary.
Keep the numbers you already have
Port the numbers printed on your listings and lockboxes, or take new ones. Guests keep calling the number they know.
Local numbers in the markets you run
Numbers in the countries you operate in, with the local paperwork handled for you where a country asks for it.
Every call becomes work, not a log line
A promise made on the phone becomes a task with an owner, and a missed call becomes an item in Mission Control, ranked against everything else.
Give your operations team the night off.
Tell us where to reply. We come back with the same thirty-day figures for your portfolio, and a thirty-minute walk through the desk if you want one.