Overview
Voice AI is an automated voice assistant that answers tenant phone calls to your facility. It lets tenants have a normal conversation to resolve common requests, even outside your facility's working hours.
Every tenant reaches Voice AI first. If the agent can't resolve the request, it transfers the call to a manager.
This feature is audio-only. There is no screen or app for the tenant to open, and it works entirely through a phone call.
Voice AI is always on. Even when the office is closed, tenants can call in and get answers from the agent.
ℹ️ Info: Voice AI is designed to reduce the volume of routine calls to your staff, so your team can focus on more complex tenant needs.
Key Concepts
This section defines the key terms used in this article:
Voice AI – The automated voice agent that answers calls to your facility.
Caller – Anyone who calls the facility's phone number. Voice AI answers every caller.
Tenant – A caller whose phone number is on file. Voice AI recognizes a tenant and greets them by name.
Manager – A member of your facility staff who takes a call transferred by Voice AI.
Call transfer – The point where Voice AI hands the caller over to a manager. This happens when Voice AI can't resolve the request itself, or the caller asks for a manager.
Tenant Portal – QuikStor's online portal where a tenant can complete tasks like paying a balance or finishing a Move-In.
How Voice AI Works
This section describes Voice AI's call flow and behavior, from the moment a tenant calls to the end of the interaction.
Call Flow Overview
Voice AI follows a predictable call flow, so it handles tenant requests consistently every time.
Call initiation – A tenant calls your facility's phone number.
Answer and greeting – Voice AI answers and greets.
Intent identification – The agent listens to the tenant's request and identifies what the tenant wants.
Request handling – The agent fulfills the request (sends info or a link by SMS), asks clarifying questions, or decides when a transfer is needed.
Transfer – If the request needs a manager, the agent transfers the call.
Call conclusion – The agent or caller ends the call.
Voice AI call flow diagram, showing the path from call initiation to call conclusion
Call Initiation
A tenant starts the interaction by calling your facility's phone number. Voice AI answers automatically - there is no separate line, app, or login the tenant needs to use.
Answering and Greeting the Caller
Voice AI answers quickly and greets the caller. There is no queue and no priority - every tenant reaches the same agent.
The agent gives a brief greeting, introduces itself, states that it is an AI agent, and asks how it can help.
Example greeting:
Agent: "Hi, [Tenant Name]. This is [Agent Name], the AI Voice Assistant for [Facility Name]. How can I help you today?"
Intent Identification
Once the greeting ends, Voice AI listens to what the tenant says and identifies the request behind it - for example, a balance question, a gate code, or a request to speak with the manager.
Voice AI uses natural language, so the tenant does not need to use menu options or specific keywords.
Handling Requests
Voice AI handles tenant requests in three ways:
Responds to a question.
Sends a code or link by SMS.
Transfers the call to a manager.
The rule behind these three is simple: Voice AI speaks general facts, but it sends sensitive details and actions by SMS.
ℹ️ Info: Voice AI never changes tenant data itself; the tenant completes any change through a link, or a manager handles it.
Speaking Information
Voice AI reads a value and says it on the call. Sensitive pieces of information are only shared when the tenant is recognized in the system. AI agent won't share any details about another tenant.
You can ask the following:
Balance – Voice AI states the amount owed. For a tenant with more than one unit, it states the total balance across all units, instead of listing each unit.
Office hours – Voice AI states your facility's working hours.
Unit availability – Voice AI checks availability and recommends unit sizes with their monthly prices.
Example - Balance:
Caller: "Do I owe you any money?"
Agent: "You currently owe $3,000. Would you like to pay that online, or would you rather speak with our team?"
Example - Unit availability:
Caller: "I think I need a new unit. Do you have any available? I've got a lot of stuff to store."
Agent: "I can help with that. Let me check what we have available. What size unit are you looking for?"
Caller: "I have no idea what size I need. I've got two king-size beds, a grand piano, and about 20 boxes."
Agent: "For two king beds, a grand piano, and boxes, I'd recommend either our 10x10 climate-controlled unit at $202 a month, or our 10x5 storage unit at $97 a month. Which sounds better for you?"
Sending SMS
Voice AI sends sensitive details by SMS in one of two ways: as a code the tenant uses directly, or as a link that takes the tenant to the Tenant Portal to complete an action. Voice AI does not read sensitive details out loud, and it never performs the action itself.
Voice AI sends a code to use directly, or a link to the Tenant Portal
For a link, the tenant completes the action on their own in the Tenant Portal - for example, paying a balance, updating a payment method, or completing a Move-In.
ℹ️ Info: SMS is the only channel Voice AI uses for sensitive information at this time. It does not send sensitive information by email.
ℹ️ Info: If the tenant has opted out of SMS, the agent explains how to opt back in, which the tenant can do during the call.
Transferring to a Manager
Voice AI transfers a call to a manager when it can't resolve the request or when the caller asks for a person. This keeps complex or sensitive issues with a trained staff member.
Voice AI transfers a call to a manager in these cases:
The caller clearly asks to speak with a manager.
Voice AI can't resolve the caller's request.
Voice AI transfers a call to a manager
Example - Transfer Request:
Caller: "Can you transfer me to a person?"
Agent: "Of course. Please stay on the line while I connect you with a member of our team. Someone will be with you in just a moment."
⚠️ Warning: If a manager is available to take a transferred call, Voice AI tells the caller that no live person can answer right now. Voice AI does not resolve the request on its own in this case.
Transferring to 911
Voice AI handles an emergency report differently from other requests. Instead of transferring the call to a manager, it tells the caller to call 911.
Voice AI response in case of an emergency
If the caller reports an emergency, such as a fire, flood, or security issue, then Voice AI tells the caller to call 911.
Call conclusion
Voice AI ends the call once the request is resolved or the caller is transferred.
Interruption and Natural Conversation Flow
The tenant can interrupt Voice AI at any time. If the tenant speaks while the agent is talking, the agent stops and listens. The tenant does not need to wait for the agent to finish a sentence. This keeps the conversation natural.
If the caller interrupts, then Voice AI stops speaking and listens.
If the caller stops speaking, then the agent resumes its response or asks a follow-up question.
Language Support
Voice AI supports English. It does not detect or reply in other languages.
If the caller speaks in English, then the agent replies in English.
If the caller speaks in a language other than English, then the agent states that it does not understand that language.
What the Agent Says
This section documents the responses a tenant may hear from Voice AI.
Case 1: The Caller Asks Who They Are Speaking With
Caller: "Who am I speaking with?"
Agent: "This is [Agent Name], the AI Voice Assistant for [Facility Name]. How can I help you today?"
When it happens: When the caller asks Voice AI for its name or identity.
What the caller should know: Voice AI is an automated assistant, not a member of staff.
Case 2: The Caller Needs a Gate Code
Caller: "Can I get my gate code?"
Agent: "Sure, I am sending that to you now. You'll receive a text in a minute with your gate code. Is there anything else I can help you with?"
When it happens: When the caller asks for a gate code or other private details.
What the caller should know: The gate code arrives by SMS. Voice AI does not read it out on the call. If the tenant has opted out of SMS, the agent explains how to opt back in during the call.
Case 3: The Caller Wants to Speak with a Manager
Caller: "I want to speak to a manager."
Agent: "Of course. Please stay on the line while I connect you with a member of our team. Someone will be with you in just a moment."
When it happens: When the caller clearly states they want to speak with a person.
What the caller should know: Voice AI transfers the call to a manager.
Case 4: The Caller Interrupts the Agent
Agent: "Our office is open from..."
Caller: "What about weekends?"
Agent: "Sure - on weekends we're open from 9 AM to 3 PM. Is there anything else I can help you with?"
When it happens: When the caller speaks while the agent is talking.
What the caller should know: Voice AI stops and listens when interrupted. The tenant does not need to wait for the agent to finish a sentence.
Case 5: The Caller Asks an Out-of-Scope Question
Caller: "Do you know what the temperature is in Austin today?"
Agent: "I don't have information about that, but let me focus on helping you with storage. Would you like me to connect you with one of our managers?"
When it happens: When the caller asks something Voice AI is not designed to answer.
What the caller should know: Voice AI does not answer questions outside storage. It returns to the tenant's request and offers to connect the caller with a manager.
Limitations
Voice AI follows firm rules about what it will and will not do. Each limit is stated directly, so there is no doubt about what the agent does not do.
English only – Voice AI speaks English. It does not support other languages.
Unknown numbers – They can reach the voice assistant too, but have "limited access". Some pieces of information could not be provided for them, like tenant balance, update payment methods link, update basic info link, etc.
Phone only – You can't reach Voice AI from the QuikStor application. It works by phone call only.
No emergency resolution – Voice AI does not resolve an emergency on its own and does not transfer it to a manager. It tells you to call 911.
SMS only for sensitive information – SMS is the only channel for sensitive information at this time. The agent does not use email for sensitive information.
No payments or Move-Ins on the call – Voice AI does not process payments or complete a Move-In on the call. It sends a payment link or a Move-In link by SMS instead.
FAQ
Can I speak with a manager instead of Voice AI?
Yes. Clearly ask Voice AI to speak with a manager, and the agent transfers your call. If no manager is available, the agent tells you that no one can answer right now.
Which languages does Voice AI speak?
Voice AI speaks English. It does not support other languages. If you speak another language, the agent tells you it does not understand.
Will Voice AI read my gate code or payment details out loud?
No. Voice AI does not say private details on the call. It sends your gate code or a payment link to you by SMS.
Is the caller told they are speaking with an AI?
Yes. Voice AI introduces itself as an AI assistant in its greeting at the start of the call. It also confirms that it is an AI agent if the caller asks.
How much does Voice AI cost?
To discuss pricing for your facility, contact our sales team.
Can I see a history of calls handled by Voice AI?
Yes. Call recordings are available on the tenant's profile in the QuikStor application.
What happens if Voice AI can't understand me?
If Voice AI can't understand you, it asks clarifying questions, or states that it did not understand and offers to transfer you to a manager.
What happens if I report an emergency during a call?
Voice AI does not transfer an emergency call to a manager or resolve it on its own. It suggests that you call 911.