EmpfangoAI phone assistant for caretaker services and facility management
Property managers expect an emergency hotline with a response within two to four hours. Empfango answers fault reports around the clock, alerts your on-call team and documents every report as evidence.
An AI phone assistant for caretaker services answers fault reports from tenants and property managers around the clock, captures the property, the issue and a callback number, and alerts the on-call team in an emergency. That is exactly what Empfango does: the water leak at 11 pm is transferred or sent by WhatsApp to the technician on duty, the dripping tap becomes a ticket for the next day. This works for a caretaker business with three properties just as well as for a facility services provider with its own dispatch team.
Caretaker services and facility management in numbers
As of: 10/2026
Which calls Empfango handles for caretaker services
Taking fault reports from tenants
Heating cold, lift stuck, stairwell light broken: Empfango asks for the property, the flat, the type of fault and a callback number and creates a complete ticket. Tenants learn what happens next, in their own language if you wish.
Escalating emergencies to the on-call team
Water leak, heating failure in freezing weather, person trapped in a lift: whatever you define as an emergency, Empfango transfers to the on-call team immediately. If nobody picks up, the report goes to the standby contact by WhatsApp and the caller is promised a callback.
Capturing jobs and queries from property managers
Ordering a minor repair, arranging a site inspection, asking about the status of a report: Empfango records the job, books the appointment in your calendar and answers from your knowledge base, for LiteLog customers also on completed rounds at the property.
A day on the phone at a caretaker service
Five typical calls as they come in at caretaker and building services businesses, and what Empfango does, records and triggers for each of them.
- 05:50Property manager, winter service standbySnow since four o'clock, the pavement in front of Lindenstrasse 12 has not been cleared yet. The manager wants to know whether the route is running.
- 08:15Tenant, reporting a faultThe lift at Parkweg 3 has been stuck since last night, nobody trapped. She wants to know who will take care of it.
- 10:20Property manager, job order and queryThe manager orders the replacement of a broken letterbox lock and asks whether this week's round at Am Markt 7 has been completed.
- 14:30Prospect, condominium managerA manager is looking for a caretaker service with an emergency hotline for 14 residential complexes and asks for a quote.
- 23:40Tenant, water leak at nightWater is coming through the bathroom ceiling at Hochstrasse 21, second floor. The tenant is upset and does not know where the stopcock is.
| Call | What Empfango does | Record | Notification |
|---|---|---|---|
| 05:50 · Property manager, winter service standby | Empfango takes the report, captures the property and address, assigns it to the winter service standby and quotes the contractually agreed clearing time for the property from the knowledge base. | Ticket "Winter service: clearing requested" with property, time, caller and callback number. | WhatsApp to the winter service standby with property and address; summary by email to the office. |
| 08:15 · Tenant, reporting a fault | Empfango asks for the property, floor, type of fault and callback number, classifies the case as routine and explains the next steps: report to the technician, callback after inspection. | Ticket "Lift out of service" with property, timestamp, transcript and summary. | Email summary to dispatch; for LiteLog customers also a report at the property in the LiteLog portal. |
| 10:20 · Property manager, job order and query | Empfango records the job with property, scope and contact, checks free slots in the calendar and books the site visit. For LiteLog customers, Empfango answers the round question from the LiteLog data. | Job "Letterbox lock Am Markt 7" with appointment, contact and callback number. | Calendar entry for the technician; email with job details to the office; webhook to the ticketing system if connected. |
| 14:30 · Prospect, condominium manager | Empfango captures the company, contact person, number and location of the properties, requested services and callback number, and books a callback appointment with the owner. | Contact "Quote request, 14 residential complexes" with all details and transcript. | WhatsApp to the owner with a short summary; contact in Brevo or HubSpot if connected; calendar entry for the callback. |
| 23:40 · Tenant, water leak at night | Empfango recognises the emergency, captures the property, flat and callback number, gives the location of the main stopcock from the knowledge base and transfers the call to the on-call number. If nobody answers after about 25 seconds, Empfango promises a callback. | Emergency "Water leak Hochstrasse 21" with timestamps of receipt, transfer attempt and alerting. | Transfer to the on-call team; if not answered, WhatsApp with all details to the standby contact and email to the office. |
Why caretaker and FM businesses use Empfango
Emergency hotline without a night shift on the phone
Empfango covers the round-the-clock availability your contracts require. Your on-call team is only woken for real emergencies; routine reports wait, documented, until the morning.
Evidence for operator obligations
Every fault report is documented with time, caller, property and summary. When the property manager asks, you can show what was reported when and who was informed.
Fixed price, EU processing, your existing number
Empfango runs on your number via call forwarding, from €99 a month with no overage charges. Speech processing in the EU, a fixed AI notice, and a data processing agreement in every plan.
Where the reports go
Empfango hands every report to wherever your business processes it: the on-call team, the office, the ticketing system or the property itself.
LiteLog portal
Faults land directly as a report at the property in the LiteLog portal, with timestamp and summary. If the property manager asks about the round, Empfango answers from the LiteLog data.
WhatsApp and Telegram to the on-call team
Emergencies go as a message with property, flat, fault and callback number to the standby contact, even if the transfer was not answered.
Webhook to CAFM or ticketing system
On request, every call triggers an HTTP webhook with the captured fields. Your CAFM, ticketing or property management system creates the case without retyping.
Calendar
Empfango checks and books site visits, repair appointments and callbacks in Google Calendar, Outlook or Calendly, including rescheduling and cancelling.
Email and CRM
Summary and transcript go by email to the office; prospects are created as contacts in Brevo or HubSpot.
Everything works without LiteLog too: call forwarding, a knowledge base and notifications are enough to start. LiteLog customers additionally get the report at the property and the answers about rounds.
Fault intake in facility management: from the call to a documented report
Fault intake in facility management consists of four steps: take the report, classify its urgency, alert the responsible person, document the case. Empfango does all four during the call. The assistant asks specifically for the property, the flat or building section, the type of fault and how to reach the caller.
You define the urgency. Typical emergency criteria are a water leak, heating failure in freezing weather, a power outage in the building, a person trapped in a lift or a front door that no longer locks. If one applies, Empfango transfers the call to the on-call number. If nobody answers there after about 25 seconds, the report goes with all details by WhatsApp or Telegram to the standby contact, and the caller is promised a callback. Everything else waits as a ticket until the next working day.
Property managers increasingly award caretaker contracts with an emergency hotline written in and expect a response within two to four hours. With Empfango you can prove the first part of that: the hotline is staffed around the clock, and every report carries the timestamp of receipt and alerting. If the property manager asks for the status, Empfango answers from your knowledge base, and for LiteLog customers also whether the round at the property has been completed.
In winter service, the duty to clear and grit is what counts. When snow falls at four in the morning, property managers, tenants and site contacts call at exactly the moment the crew is already on the road. Empfango answers these calls, captures the property and address and passes them by WhatsApp to the winter service standby. In the grounds maintenance season the same applies to storm damage, pruning requests and appointment wishes: Empfango checks free slots in the calendar and books the site visit directly. Empfango does not replan routes or dispatch vehicles; that stays with your dispatch team.
Operator obligations require proof that faults were detected, reported and dealt with. Empfango delivers the first part of that chain automatically: for every call, the transcript, summary, timestamp and the notifications triggered are available in the dashboard. Via webhook you hand the report to your CAFM or ticketing system, by email to the property manager, or it lands directly as a report at the property in the LiteLog portal. Audio files are not stored permanently by default; the evidence is text.
Data protection for tenant data, addresses and access
A fault report contains personal data: name, flat, phone number, sometimes details about someone's living situation. Empfango captures only what the job requires and processes speech in the EU: the language model via Azure OpenAI in the EU region, speech recognition via Deepgram in the EU; voice output runs via ElevenLabs (US) under a data processing agreement. Audio files are not stored permanently by default; transcript and summary are kept in your dashboard. The full list of sub-processors is at /datenschutz.
Empfango does not give out residents' addresses, key codes, access credentials, absences or data about other tenants on the phone, even when asked. Answers come exclusively from the knowledge base you have approved, such as office hours, responsibilities or the location of the main stopcock. Anyone claiming to be the property manager and demanding access details gets a callback from your team, not an answer.
Every call starts with a fixed notice about AI use and recording that is not generated by the language model (EU AI Act Art. 50, Section 201 German Criminal Code, Art. 13 GDPR). A data processing agreement under Art. 28 GDPR is included in every plan and available at /avv. For documentation towards property managers and insurers you use the transcript and summary from the dashboard.
What an emergency hotline costs: answering service or Empfango
A human 24/7 answering service charges a base fee plus minutes. Empfango costs from €99 a month as a fixed price with no overage charges, minutes included.
| Provider | Base price / month | Per-minute price | Included minutes |
|---|---|---|---|
| Die Telefonhelden, 24/7 package (human answering service, Nuremberg) | from €199 a month | + €0.99 per call minute, 3-month minimum term | – |
| Empfango Solo | 99 € | €0 (flat rate) | 1.000 min. included |
| Empfango Start | 249 € | €0 (flat rate) | 2.500 min. included |
| Empfango Pro | 449 € | €0 (flat rate) | 5.000 min. included |
| Empfango Verbund | from 899 € | €0 (flat rate) | unlimited |
At 300 call minutes a month, the human 24/7 service comes to around €500. Empfango starts at €99 a month, cancellable monthly, with no setup fee. All plans at /preise. Competitor prices without guarantee, as of the retrieval date. All plans in detail
Three steps to your emergency hotline
1. Set up call forwarding
You keep your phone number and forward calls to Empfango: always, when busy or only outside office hours. No new device, no new number on the notice board in the hallway.
2. Enter properties, emergency criteria and on-call contacts
The knowledge base holds your properties, responsibilities, office hours and the answers to common questions. Add the emergency criteria, the on-call numbers and, in season, the winter service standby.
3. Connect channels and make a test call
Connect WhatsApp, Telegram, email, calendar, webhook or LiteLog, then make a test call. From then on the hotline is staffed, and transcript and summary land in the dashboard.
Common questions from caretaker and facility service providers
It answers calls from tenants, property managers and prospects, captures the property, the issue and a callback number, recognises emergencies according to your criteria and alerts the on-call team. Every report is then available as a summary with transcript.
You define the criteria, for example a water leak, heating failure in freezing weather or a person trapped in a lift. Empfango asks targeted questions during the call and classifies the report accordingly.
Empfango attempts the transfer for about 25 seconds. If nobody answers, the report goes with all details by WhatsApp, Telegram or email to the standby contact, and the caller is promised a callback.
Yes. Tenants name the property, the flat and the fault; Empfango captures the callback number and explains what happens next. Empfango does not disclose addresses, key codes or data about other residents.
Empfango ensures round-the-clock availability and documents receipt and alerting with timestamps. The promised on-site response time remains the job of your on-call team. The evidence starts with the documented call.
Yes. In season you take winter service reports on the same number; Empfango captures the property and address and alerts the winter service standby by WhatsApp. Appointment requests for grounds maintenance are booked directly in the calendar.
As an email summary, by WhatsApp or Telegram to the on-call team, via webhook to your CAFM or ticketing system, as a contact in Brevo or HubSpot, or directly as a report at the property in the LiteLog portal.
No. Empfango works on its own with call forwarding, a knowledge base and notifications. LiteLog customers additionally get the report at the property and answers about completed rounds.
Empfango costs from €99 a month as a fixed price with no overage charges, cancellable monthly, with no setup fee. A human 24/7 answering service costs from €199 a month plus around €1 per minute according to its public price list. All plans are listed at /preise.
Yes. Speech processing runs in the EU, every call starts with a fixed notice about AI use and recording, audio files are not stored permanently by default, and a data processing agreement under Art. 28 GDPR is included in every plan.
