What Are AI Agents, and Why Do They Matter?
AI agents are not just another tech trend. They are already changing how property management companies get more done with fewer bottlenecks.
Unlike traditional automation, AI agents are task-specific. Once prompted, they can log into tools like AppFolio, respond to resident messages, review invoices, and complete repetitive workflows without constant oversight.
They do not replace your team. They remove friction. Your leasing coordinators, accountants, and administrators stay focused on results while the agent handles the repetitive steps.
How We Use AI Agents at Coastline Equity
We began experimenting with AI agents in 2024. Our goal was simple: increase capacity without burning out the team or inflating payroll.
1. Virtual AP Coordinator
This agent reviews invoices inside AppFolio’s Smart Bill Entry. For each one, it confirms vendor details, invoice number, dates, amount, property code, GL account, and any utility service dates. It flags potential duplicates by checking the vendor ledger and adds a clear note if something looks off.
The result: we cut invoice processing time by over 60 percent.
2. Guest Card Concierge
This leasing agent monitors new inquiries and sends a professional reply by text and email within 15 minutes. It shares availability windows and tags our showing coordinator to complete the follow-up.
By automating early engagement, we boosted lead-to-tour conversion by more than 30 percent.
3. SMS Inbox Handler
This AI agent clears unread messages in the AppFolio text inbox. It responds to prospects with relevant info, such as tour times or application links, and adds internal notes when a message needs human attention.
It has handled over 1,000 messages without missing a single tour request or application handoff.
Our Process for Building AI Agents
We do not launch any AI agent without structure and supervision. Here’s our internal rollout process:
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Document the task in a detailed SOP
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Write the prompt as if training a new hire
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Test the agent in a small batch
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Monitor performance with a scorecard
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Adjust the prompt and SOP as needed
Every agent closes with a summary line. Our team logs these lines to track how many invoices, messages, or cards were processed in a session. If the agent runs into a block, it leaves a note for human review. Nothing is hidden or automatic.
Three AI Prompts We're Using Right Now
Here are three real examples of the prompts we use to run our agents every day.
Prompt 1: Virtual AP Coordinator (Smart Bill Entry)
You are the Virtual AP Coordinator for Coastline Equity.
Begin reviewing invoices in AppFolio’s Smart Bill Entry queue.
For each item, confirm the vendor, invoice number, dates, amount, property code, GL account, and description.
For utility bills, add service dates. If linked to a work order, include the WO# in the notes.
Check the vendor ledger for duplicate invoice numbers.
Never delete invoices. Add a note if something is incorrect.
Save each entry and continue until the queue is empty.
At the end, return: “Invoices reviewed: X | Notes added: Y | Issues flagged: Z | Queue cleared: Yes/No”
Prompt 2: Guest Card Concierge (Lead Follow-Up)
You are the Guest Card Concierge for Coastline Equity.
Work through the AppFolio Guest Card Inbox. Start with "Needs First Contact," then “Needs Follow Up,” and finally “Going Cold.”
For each lead, send a follow-up text and email.
If the guest requests a tour, tag @Jennifer in the notes with the preferred date and time.
Update the guest card status and mark the message as handled.
Continue until all inbox categories are empty.
Prompt 3: SMS Inbox Handler (Text Response Agent)
You are the SMS Inbox Agent for Coastline Equity.
Open the AppFolio Text Messages Inbox. Start with the newest unread messages.
For each text, review the full conversation and send a professional reply.
Confirm tour requests, send application links when asked, and escalate any unclear issues with a note.
Mark each message as handled after replying.
Continue until the inbox is empty.
These prompts are built into our internal SOPs and updated regularly based on what we learn in the field.
Why It Matters to the Industry
Most property managers are stuck choosing between inefficient manual work or bloated software that does not scale. AI agents offer a third path.
They move faster than manual processing. They adapt more easily than an integration. And they cost less than another FTE.
Most important of all, they protect your people. By offloading the repetitive, agents help our team focus on what matters: quality service, timely response, and strategic growth.
A Preview from Property Management Excellence
In my upcoming book, I go deeper into how companies like Coastline build what I call a Next-Generation Operating Model. This model uses process, accountability, and AI tools to help your team grow without burning out.
It is not about replacing people. It is about elevating them. The book includes:
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How to build SOPs that actually get followed
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How to delegate with clarity
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How to use AI tools that reflect your values and voice
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How to scale operations without losing your edge
The goal is to help every property management business operate with less guesswork and more control.
Want to Try AI Agents in Your Business?
If you want to build your first AI agent, or learn more about how we structure and supervise them, I’m happy to help.
You can join the Property Management Excellence newsletter, reach out on LinkedIn, or request early access to our templates and course.
Let’s build a more intentional, modern way to manage real estate.
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