Overview
Every RentEngine account gets a dedicated leasing phone number. This number is used for all prospect communications — inbound calls, outbound SMS, and AI interactions. How calls are handled depends on whether RentEngine AI for calls is enabled.
Without RentEngine AI for calls
What prospects hear
When someone calls your leasing number, they hear two options:
Option 1 — Sends them a link to your active listings so they can browse and schedule a showing on their own
Option 2 — Connects them to your team
How calls reach your team
When a prospect presses 2, RentEngine rings everyone on your team who is currently available. The call comes in through:
The Command Center (browser) — To receive calls in the browser, go to the bottom-right corner of the Command Center and click the bell icon to subscribe to notifications. Make sure your browser allows notifications from RentEngine.
The RentEngine phone app — Make sure notifications are enabled for RentEngine on your device.
Each team member can control whether they receive calls on each device independently using Do Not Disturb (DND). DND can be enabled separately for the browser and the phone app, so you can choose which device rings and which doesn't.
Using your existing office phone number
Most clients add their RentEngine leasing number as the leasing extension on their existing office line. When a caller presses the leasing extension, the call forwards to RentEngine and rings your team through the Command Center or phone app.
Personal call forwarding
Individual team members can add a personal forwarding number in Settings > Communication > Notifications > Phone Call Forwarding. When enabled, calls ring in RentEngine for a few seconds and then forward to that number. The recipient must press 1 to connect.
This is a per-user setting, not account-wide.
Global call forwarding
If you'd prefer all calls to forward to an external number instead of ringing through RentEngine, contact our team to set this up. A few things to know about global forwarding:
All forwarded calls are still logged in RentEngine and appear in the Command Center under Recent Contacts
If the caller is new, you'll see their phone number in the call log — but RentEngine won't automatically create a named prospect record from a call alone. Their name, email, and unit interest won't be attached until they text back or a team member logs their information manually.
Missed calls
If nobody answers, the caller goes to voicemail. RentEngine then automatically sends them an SMS — with your listings link if they're a new lead, or with a property-specific message if they're an active prospect. This missed-call SMS fires no more than once per hour per caller to prevent spam.
With RentEngine AI for calls
When RentEngine AI for calls is enabled (Settings > Communication > RentEngine AI > AI Calls), inbound calls are answered by the Voice AI instead of going to the phone tree.
What the AI does
The Voice AI handles early-stage prospects automatically. It can:
Answer questions about available units, rent, pets, move-in dates, and fees
Text the prospect a showing scheduling link, application link, or listings link while they're still on the call — the link arrives as an SMS within seconds
Create a prospect record if one doesn't exist
Transfer the call to a team member if the prospect requests it or the AI determines human assistance is needed
The AI never reads URLs out loud — it always texts links to the caller's phone.
When AI hands off to a human
The AI only handles early-stage prospects. If the caller is already further along in the process (e.g., they have a showing scheduled, a pending application, or an approved application), the call is automatically routed to a team member instead.
Live transfer (AI → human)
If the AI or the prospect requests a live transfer during the call, RentEngine disconnects the AI and immediately dials your team — following the same routing logic as inbound human calls (assigned agent first, then subteam, then all available team members).
After the call
Once the call ends, RentEngine logs the full transcript, a summary, and a recording of the conversation. These are available in the Command Center for review.