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Agent Assist

Give every leasing agent
an AI advantage.

Real-time guidance for your leasing team across SMS, chat, and voice, grounded in the renter’s live record and your property knowledge. Your agent stays in control.

See it on your team's real conversations.

See demo →
D
Danielle R.
Prospect · Skyline at Roosevelt
SMS
It is. I can hold a tour time for you.
Maybe, do you allow dogs?
MTMaya T.Leasing agent typing
Yes we allow dogs, I think there is a fee, let me check
Agent Assist
Tone checkReads unsure. A specific answer holds the tour better than “let me check.”
We are dog friendly, 2 max, no breed limits. There is a $300 pet deposit and $35 a month per pet. Want me to hold Thursday at 5:30 to see 214?
ApplyEditDismiss
Pet policy, confirmedUnit 214 availabilityAsked about pets on Aug 19

Agent Assist suggests. Your people decide. Every recommendation can be applied, edited, or ignored by the leasing agent.

Operators running 2,000 to 60,000 units run the renter journey on Union.

Mark-Taylor Residential Pacificap Quarterpenny Management PLK Communities Optim Real Estate Services McKinney Properties Avanti Residential Vertus Properties CAPREIT

A veteran on every shift.

Your best leasing agents know what to say because they know the property, the policies, the renter, and what happened before. Agent Assist puts that context beside every member of your team, in real time.

A Union team member in conversation with two people on the lawn of a multifamily property

Full context. Better answers. In real time.

Agent Assist works alongside your leasing team while conversations are happening, bringing the right context and guidance into the moment they need it.

Help arrives while
they are still typing.

Agent Assist works alongside your leasing agent across SMS, chat, and voice. It can suggest language, surface relevant information, check tone, and help the agent respond without leaving the conversation.

Learn more →

Your agent can apply a suggestion, change it, or keep writing their own response.

SMSChatVoice
✓
Context
Knows who the renter is and what has already happened
✓
Coaching
Helps agents improve tone, phrasing, and how they approach the conversation
✓
Suggestions
Surfaces responses or information the agent can apply when useful

It knows the renter,
not just the question.

Agent Assist works from the same live record as Union CRM: prospect history, previous conversations, unit availability, application status, quotes, and your approved property knowledge.

Learn more →

Four knowledge states flag anything your team has not verified, so shaky information is surfaced as contested rather than repeated.

D
Danielle R.
Prospect · source Zillow · 4 touches
✓
Prospect history
Toured 214 on Aug 19, asked about pets twice
✓
Unit availability
214 open Oct 1, 318 open Nov 15
✓
Application status
Screening complete, income verified
✓
Quoted rent
$1,840 on a 12-month term, held through Sep 5
!
Guest parking policy
Contested, flagged for re-verification

Your whole team,
working like your best agent.

Entry-level leasing turns over at 50% or higher, and no agent holds every policy, price, and promise in their head. Agent Assist brings the same knowledge beside everyone on shift.

  • Useful context and suggestions while your agent is still in the conversation, without leaving the thread.

  • Renter history, property information, availability, and application context, brought into the conversation as it happens.

  • Your newest hire answers like a veteran.Not because AI takes over. Because the knowledge your best people built over years sits beside them while they work.

  • Every agent works from the same property information, policies, and renter context, so the answer does not change with who picked up.

MT
Maya T.
Skyline at Roosevelt · 6 open threads
Live
Danielle R.Pets, 2 max, no breed limitsSuggestion
Marcus T.Covered parking, 4 spots leftSuggestion
Priya N.Income verification documentsSuggestion
Jordan W.Tour Thursday 5:30, confirmedSent
Alex R.Short-term sublet policyNeeds review
Sam K.Unit 318 availability, NovemberSuggestion

You decide
where AI assists and where AI acts.

Agent Assist supports your people. Union's AI agents can handle conversations directly when you choose. Because they share the same platform and renter record, the conversation can move between AI and a person without losing context.

A chatbot talks to the renter.
Agent Assist talks to your agent.

Agent Assist

AI helps your employee.
Your employee communicates with the renter.

Union Voice AI and Juno

AI handles the interaction.
AI communicates with the renter.

Delinquency outreachAI
Renewal conversationsHuman
After hours, all channelsAI
Skyline at RooseveltHuman

Toggle AI by property, channel, or hour

Run AI on delinquency outreach while a person owns the renewal. You set the mix, and you can change it any time.

9:04 AI answers, verifies the unit
9:06 Renter asks for a person
9:06 AI stays on, dials Marcus
9:07 Marcus greets, full thread attached

Warm handoff, never a cold restart

The AI stays on the call until a person greets the renter, and your agent picks up the full thread instead of a summary.

Can residents sublet on a short-term basis?
Draft answer submitted by K. Alvarez, edited from the August lease addendum.
● Pending approval, 2 reviewers

More consistency where consistency matters

Agent Assist helps leasing teams work from approved property information and established guidance instead of relying entirely on memory or improvisation. Your team owns that knowledge base, with multi-step approval.

“It shouldn’t be this easy. We’ve completely eliminated the bottleneck of routing tough questions to veteran team members. Today, a brand-new leasing agent delivers the perfect answer on their first shift.”

Ethan CooperLeasing Agent at Mark‑Taylor Residential

Read the Mark‑Taylor story →
Ethan Cooper, a leasing agent at Mark-Taylor Residential, working at his desk

Results from the Union platform

100%

Call answer rate, including after hours, against a 30% to 40% industry average

2.5x

Lead-to-tour conversion, from 7% in the voicemail era to 18% with Union

30 days

Kickoff to go-live, with Union onsite for kickoff and training

Call answer rate and lead-to-tour conversion are Mark‑Taylor's published outcomes across the Union platform, not Agent Assist in isolation. Individual results vary and are not a guarantee of performance.

Agent Assist works better
because it is not a point solution.

It lives on the same platform as your CRM, leasing, AI agents, marketing, renewals, and resident operations. That means it can help your team using the same renter record the rest of Union is already working from.

AI CRM
AI Voice Agent
AI Web Chat
Agent Assist
Leasing
Renewals
Marketing
Ancillary Revenue

FAQs

What is Union Agent Assist?
Union Agent Assist is an AI copilot for leasing teams. It works alongside your employees during renter conversations, surfacing relevant context, checking communication, and suggesting responses using the renter's live Union record and your property's approved knowledge. Your employee remains in control of what is sent.
How is Agent Assist different from an AI chatbot?
A chatbot talks to the renter. Agent Assist talks to your agent. The renter stays in a conversation with a person, and that person is fed the right answer at the moment they need it. Operators who want the AI to handle a conversation directly use Union Voice AI or Juno, and any conversation can move between the two with a native warm handoff.
Does Agent Assist communicate with renters on its own?
No. Agent Assist supports the human leasing agent. It can surface context and suggest improvements or responses, but your employee controls the conversation. If you want Union AI to communicate directly with renters, that is the role of Union Voice AI and Juno.
Where do the answers come from?
From two places. The first is the prospect's live record in the Union CRM, which includes their history, unit availability, and application status. The second is your own knowledge base, which your team controls with multi-step approval. Union tracks four knowledge states, unanswered, confirmed, unconfirmed, and contested, so anything your team has not verified is flagged rather than repeated to a renter.
How long does it take a new hire to be productive with Agent Assist?
The first shift. Entry-level leasing roles turn over at 50% or higher, which means most teams are permanently onboarding someone. Agent Assist removes the dependency on tenure by putting the veteran answer in front of whoever is working, on day one.
How long does implementation take?
About 30 days from kickoff to go-live. Union travels to you and is onsite for kickoff and training, and your team joins Union Slack channels for daily access to the people who build the product.

See what your leasing team
can do with Agent Assist.

See it on your team's real conversations.