1
Missed call
Inbound to (503) 555-0142, no answer 15s. Caller not in CRM → new lead.
2
Audio bridge
5-sec recorded line: "We're busy on the property. I'm texting you a link right now."
3
Property identified
Inbound number → 214 Elm St listing. Pulls live availability + price.
RCS
9:41
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M
Mercer Properties
verified
Verified business · RCS
Today 9:38 AM
Hi! This is Wren on behalf of Mercer Properties — sorry we missed your call about 214 Elm St. Take a look and grab a tour time below, or just reply and a person will follow up.
214 Elm St · Portland, OR
1 Bedroom · $1,850/mo
1 Bed · 1 Bath · 720 sq ft
Available Jun 1
9:38 AM
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214 Elm St, Unit 1
Mercer Properties
214 Elm St, Unit 1
Portland, OR 97215 · Mt. Tabor
$1,850/mo
king_bed
1
Bed
bathtub
1
Bath
straighten
720
Sq Ft
event_available
Jun 1
Avail
About this home
A bright corner one-bedroom in a small, well-kept building on a quiet stretch of Elm. Oversized windows, refinished oak floors, and an updated kitchen with a gas range. In-unit laundry, off-street parking, and a shared garden out back.
pets
Pets
Cats & dogs OK
local_parking
Parking
1 off-street
bolt
Utilities
Water + trash
description
Lease
12 months
Gallery
View all 12 photos
Living
Kitchen
Bath
GardenLocation
location_on
214 Elm St
place214 Elm St, Portland, OR 97215
8 min from Belmont MAX
Book a tour
214 Elm St, Unit 1
214 Elm St, Unit 1
1 Bed · $1,850/mo · Portland, OR
personIn-person
videocamVirtual
May 2026
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Available times · Sat, May 30
10:30 AM
11:00 AM
2:00 PM
5:00 PM
verified_userYour details
Alex Rivera · (503) 555-0188
Pre-filled from your verified number — tap to edit.
Tours last about 30 minutes. You can reschedule anytime by replying to the text.
SMS
9:41
signal_cellular_alt
battery_full
?
+1 (503) 555-0142
SMS
Today 9:38 AM
Mercer Properties: sorry we missed your call about 214 Elm St (1BR/1BA, $1,850/mo, avail Jun 1). Book or reschedule a tour here: wren.to/elm-tour — or just reply and we'll get back to you ASAP. Reply STOP to opt out.
Book a tour · 214 Elm St
wren.to
9:38 AM
You're booked — Sat May 23, 10:30 AM at 214 Elm St. Confirmation sent by text, email & calendar invite. See you then.
9:41 AM
Text Message
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Lead L-1043 captured in the CRM · tour written to Jordan's Google Calendar · confirmation sent by text, email & calendar invite. A manager can step in at any point.
1
Missed call
Inbound from Maya Chen → matches the resident record for 88 Walnut A.
2
Recognized resident
Skips lead-qualification — opens with what it can help with and parses the reply, instead of pushing unit info.
3
Classified routine
"Faucet drip, no leak below" → routine. Business-hours handling, no escalation.
RCS
2:14signal_cellular_altwifibattery_full
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Mercer Propertiesverified
Verified business · RCS
Today 2:12 PM
Hey Maya — we just missed your call. What do you need help with?
Report maintenance
Sure — fill out a quick request, or just text me the details. Whatever's easier.
Maintenance · 88 Walnut Ave, Unit A
Report an issue
Pick a category, describe it, add a photo if you have one.
2:12 PM
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Message
mic
Report an issue
Mercer Properties
home_repair_service
88 Walnut Ave, Unit A
Maintenance request
What kind of issue?
plumbingPlumbing
boltElectrical
more_horizOther
Describe it
Photos
Needs urgent attention
Only if it can't wait for business hours.
Pick a visit time
Ticket T-0312 · Mike's Plumbing
plumbing
Bathroom faucet — drip
88 Walnut Ave, Unit A
May 2026
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Available windows · Thu, May 28
9 – 12
12 – 3
3 – 6
A 3-hour arrival window. We'll text you when the tech is on the way.
SMS
2:14signal_cellular_altbattery_full
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+1 (503) 555-0142
SMS
Today 2:12 PM
Hey Maya — Mercer Properties, sorry we missed your call. Just text us what you need — a maintenance issue, a building question, or rent — and we'll take it from there.
Bathroom faucet's been dripping and it's getting worse. No leak under the sink though.
Got it — logging a maintenance request for 88 Walnut Ave Unit A.
Ticket T-0312 created. We're on it — someone will follow up as soon as they can and we'll text you when a tech is lined up. Reply STOP to opt out.
You can also track or manage this anytime in your resident portal — or just keep texting us here, whatever's easier.
Mercer Properties · Resident Portal
wren.link/mercer
2:14 PM
Text Message
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Ticket T-0312 opened → closed for 88 Walnut A · routine, scheduled next-business-day, repaired and confirmed by the resident · the whole loop closes in the thread without Jordan touching it.
1
After-hours voicemail
11:12 PM call → no answer → voicemail captured and transcribed.
2
Classified urgent
Transcript ("water through ceiling, from the unit above") → water intrusion. Routine items would route to scheduling instead.
3
Dispatched now
Escalation tree: Jordan → maintenance contact (Mike's Plumbing) → Alpha 24/7. Tech en route in minutes — none of it narrated to the resident.
RCS
11:14 PMsignal_cellular_altwifibattery_full
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Mercer Propertiesverified
Verified business · RCS
Yesterday 11:12 PM
Hi Devon — Mercer Properties. We just got your voicemail. Here's what we heard:
"It's Devon in 103 — there's water coming through my ceiling, the kitchen and the hallway. I think it's from the unit above. I don't know what to do."
We've got it and someone's on it right now. If you can do so safely, shutting off the water valve under the sink will help in the meantime.
here's a pic
Thanks — added it to the ticket.
check_circleReceived
Ticket T-0313
Water coming through ceiling
From your voicemail · 11:12 PM
place501 Birch St, Unit 103
water_dropKitchen & hallway · source above
photo_camera1 photo attached
We're on it right now — we'll text you the moment a tech is on the way.
11:14 PM
Yesterday 11:19 PM
Update on T-0313 — a technician has it and is on the way now.
directions_carOn the way
Heading over now · ETA ~25 min
Mike's Plumbing · Ticket T-0313
11:19 PM
Today 7:40 AM
Following up on last night — the leak's stopped and the source is fixed upstairs.
task_altResolved
Leak stopped — shutoff valve in #105 replaced
Mike's Plumbing · ceiling drying scheduled
Thank you — what a relief
Of course. We'll keep T-0313 open until the ceiling work is done. Text us anytime.
7:42 AM
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micAdd detail
Ticket T-0313 · Mercer Properties
water_drop
501 Birch St, Unit 103
Water through ceiling
What kind of issue?
plumbingPlumbing
boltElectrical
more_horizOther
Describe it
Photos
Needs urgent attention
Only if it can't wait for business hours.
SMS
11:14 PMsignal_cellular_altbattery_full
?
+1 (503) 555-0143
SMS · maintenance line
Yesterday 11:12 PM
Mercer Properties: we just got your voicemail. Transcript: "Water coming through my ceiling, kitchen and hallway, I think from the unit above." We've got it and someone's on it now. If safe, shutting off the water valve under the sink will help. Ticket T-0313 — we'll text the moment a tech is on the way.
here's a pic
Thanks — added it to T-0313.
11:14 PM
Yesterday 11:19 PM
Update on T-0313: a technician has it and is on the way now — ETA ~25 min. They'll text when they arrive. Reply if anything changes.
Today 7:40 AM
Morning Devon — the leak's stopped and the source is fixed upstairs. We'll keep T-0313 open until the ceiling work is done. Just reply if anything's still off.
7:42 AM
Text Message
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Voicemail → transcript → classified urgent → tech on the way within ~5 min, on-site ~25 min · Ticket T-0313 · "Emergency handled — review" surfaces in the Inbox next morning. Internally it's flagged urgent and ran the escalation tree — but the resident only ever saw a fast response, never an "emergency" label or who picked up. The tech coming now instead of next morning is the only tell. (Routine items run the same arc but route to scheduling — see Bailout · Resident.)
1
Lead email
Apartments.com inquiry parsed <10 sec after it arrives. Caller not in CRM → new lead.
2
Units matched
Price + bed criteria matched to vacant units at 501 Birch; top 2 surfaced with live availability.
3
Instant reply
Branded RCS text out the door before the lead leaves the listing.
RCS
10:21signal_cellular_altwifibattery_full
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Mercer Propertiesverified
Verified business · RCS
Today 10:18 AM
Hi Tariq — this is Wren on behalf of Mercer Properties. Saw your inquiry on Apartments.com for 501 Birch. Here are two that fit your budget:
1BR · $1,500/mo
1BR · $1,500/mo
Unit 103 has the soonest move-in. Take a look and grab a tour time below — we'll ask a couple of quick questions when you book. Or just reply and a person will follow up.
501 Birch St · Portland, OR
Unit 103 · 1 Bedroom · $1,500/mo
1 Bed · 1 Bath · 580 sq ft
Available May 22
10:21 AM
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Message
mic501 Birch St, Unit 103
Mercer Properties
501 Birch St, Unit 103
Portland, OR 97214 · Sunnyside
$1,500/mo
king_bed
1
Bed
bathtub
1
Bath
straighten
580
Sq Ft
event_available
May 22
Avail
About this home
A sunny first-floor one-bedroom in a small, well-kept six-unit building on a quiet tree-lined block of Birch. Updated kitchen, generous light, on-site laundry, and easy access to transit and Hawthorne.
pets
Pets
Cats OK
local_parking
Parking
Street + permit
bolt
Utilities
Water + trash
description
Lease
12 months
Gallery
View all 9 photosLivingKitchenBath
BedroomLocation
location_on
501 Birch St
place501 Birch St, Portland, OR 97214
7 min from Hawthorne bus
Book a tour
501 Birch St, Unit 103
501 Birch St, Unit 103
1 Bed · $1,500/mo · Portland, OR
personIn-person
videocamVirtual
A few quick questions
Move-in window
Before Jun 1
Jun 1 – Jul 1
Flexible
Income
<$45k
$45–60k
$60–80k
$80k+
Pets
None
Cat
Small dog
May 2026
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Available times · Fri, May 22
11:00 AM
1:00 PM
3:00 PM
5:00 PM
verified_userYour details
Tariq Hassan · (503) 555-0177
Pre-filled from your verified number — tap to edit.
Tours last about 30 minutes. You can reschedule anytime by replying to the text.
SMS
10:21signal_cellular_altbattery_full
?
+1 (503) 555-0142
SMS
Today 10:18 AM
Tariq — Mercer Properties, re: your Apartments.com inquiry for 501 Birch. 2 units fit your budget:
• #103 · 1BR · $1,500 · avail 5/22
• #105 · 1BR · $1,500 · avail 7/1
See photos and grab a tour time here: wren.to/birch-tour — or just reply and we'll get back to you ASAP. Reply STOP to opt out.
Book a tour · 501 Birch St
wren.to
10:18 AM
You're booked — Fri May 22, 11:00 AM at 501 Birch #103. Confirmation sent by text, email & calendar invite. See you then.
10:21 AM
Text Message
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Lead L-1042 captured & pre-qualified in 3 taps · tour booked for Unit 103 · Guest Card + Tour event written to the PMS · confirmation sent by text, email & calendar invite. A manager can step in at any point.
1
Scheduled
Cron, Mondays 8 AM local. Cadence (daily / weekly / monthly) set in Routing → Notifications. A quiet week is skipped entirely.
2
Aggregated
Pulls the week's closed loops, recovered calls, booked tours, tickets, and unresolved items across all three properties.
3
Sent in-channel
RCS carries the rich summary card + highlight carousel. On a non-RCS handset it falls back silently to text + a short link. No separate email needed.
RCS
8:02signal_cellular_altwifibattery_full
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Wrenverified
Verified business · RCS
Mon May 19 · 8:02 AM
Morning Jordan — here's last week at Mercer Properties. A couple of things are worth a glance; everything else is closed.
Last week · May 12–18
23
Interruptions avoided
+38% vs prior week
7/9
Calls recovered
4
Tours booked
0
Unresolved
all loops closed
Worth a glance —
Emergency contained
4 tours booked
nightlight
3 after-hours texts
8:02 AM · RCS
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Message
micSMS fallback
8:02signal_cellular_altbattery_full
W
Wren
SMS · RCS unavailable on this device
Mon May 19 · 8:02 AM
Wren · Mercer Properties — last week: 23 manager interruptions avoided (+38%), 7 of 9 missed calls recovered, 4 tours booked, 0 unresolved. Highlights: emergency at 501 Birch #104 contained overnight ($0 out of pocket), 4 tours booked, 3 after-hours texts handled by 9 AM.
Full report: wren.app/r/wk20
Last week with Wren — Mercer Properties
wren.app · weekly report
Reply STOP to mute these. Reply WEEKLY for weekly-only.
8:02 AM · SMS
Text Message
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The weekly digest, delivered in the same channel Wren uses with everyone else — not a separate email. RCS carries the rich summary card, the stat grid, and a tappable highlight carousel; a non-RCS handset gets the identical content as text + a short link, downgraded silently. Jordan confirms the week closed clean without opening the app.
1
Escalated overnight
11:12 PM emergency at 501 Birch #104. Wren called Jordan first; no answer → routed to Mike's Plumbing. The live, 2-minute "take over?" alert is a separate interrupting message.
2
Contained
Ticket T-0313 resolved at 2:54 AM. The resident was kept informed the whole time — never saw an "emergency" label or who picked up.
3
Morning recap
A calm 7 AM summary (or in realtime once contained). Reply keywords stay live so Jordan can still step in.
RCS
7:02signal_cellular_altwifibattery_full
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Wrenverified
Verified business · RCS
Today 7:02 AM
Morning Jordan — quick recap of last night. You didn't need to do anything; it's handled.
Handled overnight · 501 Birch #104
Source isolated (supply line in #105). Resident in #104 safe, dry rooms confirmed. $0 out of pocket — covered under your contract with Mike's Plumbing.
Cleanup is scheduled for 10 AM with your maintenance contact. I'll close T-0313 once it's done.
7:02 AM · RCS
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Message
micSMS fallback
7:02signal_cellular_altbattery_full
W
Wren
SMS · RCS unavailable on this device
Today 7:02 AM
Wren · Mercer Properties — recap of last night: emergency at 501 Birch #104 (water from #105) contained 2:54 AM. Resident safe, dry rooms confirmed. $0 out of pocket (Mike's Plumbing). Cleanup scheduled 10 AM.
Ticket: wren.app/t/T-0313
Reply CALL to reach Mike, HOLD to pause the cleanup, or I GOT IT to take it from here.
Reply CALL to reach Mike, HOLD to pause the cleanup, or I GOT IT to take it from here.
T-0313 · Water intrusion · 501 Birch #104
wren.app · resolved 2:54 AM
7:02 AM · SMS
Text Message
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The "sleep through the night" payoff. Everything hidden from the resident — the ticket ID, the vendor, the $0 out-of-pocket — is exactly what the operator sees here; that's the backstage view, and it's correct. This calm recap is distinct from the live, interrupting 2-minute escalation alert that fired at 11:12 PM. By morning it's just a summary with a paper trail and reply keywords still live.