A maintenance call comes in. Nobody has to pick up.
Transcript
Press play and the call runs here, line by line.
Ticket, filed by the agent
- Unit
- Issue
- Detail
- Priority
- Assigned
products / home relay
The 2 AM call gets answered.
Home Relay is mkdir's own AI voice agent for property maintenance. It picks up every call, works out what is wrong, files the ticket and puts a technician on it. No hold music. No voicemail. No sticky note.
- the product
- An AI voice agent for property maintenance
- status
- In production as an MVP, at homerelay.ai
- founded
- December 2024, by Dheer Gupta
01 the problem
Maintenance does not fail at the repair. It fails at the phone.
If you run a property management company, you already know the three ways a request goes missing before anyone picks up a wrench.
- 01 /
The call nobody answers.
It is 2 AM. A tenant's heating has died. The office line rings out, or drops into a voicemail nobody opens until nine.
- 02 /
The tenant who waits.
They call again. They hold. They explain the whole thing a second time, to someone who cannot send anyone. No repair has started and the patience is already spent.
- 03 /
The ticket on a sticky note.
When somebody does pick up, the request lives in a notebook, a text thread or a memory. No category. No priority. Nobody's name on the job. No record of what was said.
The first minute of a maintenance request should never depend on who happens to be awake.
02 the call
So we built the line that always picks up.
Home Relay answers the property's phone itself. Press play: the agent talks to the caller on the left while the ticket fills itself in on the right.
A sample call on sample data: a fixed script, no audio, and nothing is recorded.
What that one call leaves behind.
- 01 /
The tenant calls the property's number.
Every property has its own line. The call is on record from the moment it connects, at any hour.
call record opened
- 02 /
The agent answers and asks.
It takes the tenant's name, unit and callback number, what is wrong, and how urgent it is.
name, unit, phone, issue, urgency
- 03 /
A ticket is filed.
One of nine categories. One of four priorities. Tied to the call it came from, so the transcript sits right beside it.
ticket: open
- 04 /
A technician is matched.
Home Relay chooses from the technicians assigned to that property. The right specialty counts first, then the lightest workload, and on-call technicians move ahead for emergencies.
ticket: dispatched
- 05 /
The manager sees all of it.
A notification lands in the dashboard with the ticket, its priority and who has the job. If nobody could be matched, it says so and asks for a manual assignment.
manager notified
03 in the product
Everything a call turns into.
This is what is built and running today. Nothing on this list is a plan.
- Nine issue categories
Every ticket is filed under one of nine. A problem that fits none of them goes under Other. It is never forced into the wrong one.
- HVAC
- Plumbing
- Electrical
- Appliance
- Lockout
- Pest control
- Structural
- Landscaping
- Other
- Four priority levels
Set on the call, from what the tenant says. Emergency is the top level, and it changes who gets alerted.
- Low
- Medium
- High
- Emergency
- A ticket lifecycle
Each ticket carries its status, and the time it was dispatched, started, resolved and closed.
- Open
- Dispatched
- In progress
- Resolved
- Closed
- Cancelled
- Manager portal
Calls with their transcript and recording, tickets, properties, technicians and analytics. Create a ticket by hand, reassign it, close it out.
- Technician portal
Each technician sees their own jobs, moves them from dispatched to in progress to resolved, writes the resolution notes, and sets weekly availability and time off.
- Admin portal
Where the Home Relay team creates accounts, sets up properties and gives each property its voice line.
- Notifications
In-app alerts for a new ticket, a new assignment, and a ticket that needs assigning by hand.
- Audit log
An append-only record of sensitive changes: reassignments, status changes and deletions, each with who made it and when.
- Analytics
Call volume, tickets resolved, response time and issues by category, each set against the period before.
04 built so far
From one page to a working front desk.
Home Relay is mkdir's own product. Dheer Gupta founded it in December 2024 and has built it ever since.
It began as one page describing a voice agent that answers maintenance calls. Today it is an MVP in production at homerelay.ai. This is the order it came together.
- 01
The idea, on one page
A landing page for a voice agent that answers maintenance calls. Nothing behind it yet.
- 02
The manager's dashboard
Properties, tickets and technicians that a manager can create, edit and track.
- 03
Accounts set up by us
An admin portal for onboarding each company. Public sign-up was taken out on purpose.
- 04
The first call that became a ticket
The voice agent wired into the ticket system. A call goes in. A ticket comes out.
- 05
Automatic assignment
Tickets matched to a technician by specialty, workload and on-call status, with no dispatcher in between.
- 06
A security pass
Hardening across the whole product, with tenants' personal details kept out of the logs.
- 07
The technician portal
The third portal. Later redesigned for phone screens, then given availability and time off.
- 08
Tests for the whole journey
Automated tests that follow a call all the way through to the ticket and the assignment.
- 09
Recordings, notifications, the audit log, analytics
Call recordings you can play from the dashboard, alerts inside the product, an append-only audit log and an analytics view.
who it is for
Built for property management companies.
If tenants call a number when something breaks, and someone on your team has to answer, write it down and find a technician, Home Relay does that part. Your people keep the repairs and the decisions.
- every call answered
- 24/7
- average time to dispatch a technician
- < 60 sec
- missed maintenance calls
- 0
05 frequently asked
Asked before the first call
01What happens when a tenant calls with an emergency?
The ticket is filed as Emergency, the highest of the four priority levels. When Home Relay picks who gets the job, on-call technicians assigned to that property move to the front, and the technician it picks is sent an emergency alert. If nobody can be matched, the property manager is notified that the ticket needs assigning by hand, so it never sits unassigned without anyone knowing.
02Can the agent get it wrong, and what happens then?
Yes, it can, and the product is built so that you can catch it. Every call keeps its transcript and its recording beside the ticket, so you can check what was actually said. A property manager can edit the ticket, change its status or reassign it to a different technician, and those changes go into the audit log. A problem that fits no category is filed under Other, never forced into the wrong one.
03Does it replace my team?
No. It replaces picking up the phone and writing down the request. Your technicians still do the repairs and your managers still run the operation: they create tickets by hand, reassign work and close tickets out. It does not replace your property management system either, and it does not connect to one yet. That connection is on the roadmap, not live, and so are text and email updates to tenants.
04How do I see what happened on a call?
Open the call in the manager portal. Each call shows a summary, the full transcript, the recording, the property it came in on and the ticket it produced.
05How do we start?
Book a call. Home Relay has no self-serve sign-up: your account is created for you, your properties are added, each property gets its own phone line, and your technicians are linked to the properties they cover.
$ home-relay start
Never miss the 2 AM call again.
Book a call with the founders. We will play you a call, show you the ticket it files, and show you what your team sees.