For years, multifamily teams have been telling us the same thing in different ways.
Phones never stop ringing. Leasing teams are pulled in too many directions at once. Calls go unanswered or end up in the wrong place. And too often, the only way to manage it is by stitching together multiple systems that were never designed to work as one.
What stood out was not what teams were asking for, but what they weren’t. They weren’t looking for something flashy or overengineered. They didn’t want another shiny tool that promised transformation and delivered more complexity.
What they asked for was something reliable. Something that allowed them to manage call flow better without the complications of making updates with a phone provider. Something that respected how multifamily teams operate today. So we built it.
CallRouting is Nurture Boss’s new Interactive Voice Response (IVR) system, designed specifically for multifamily operations. It routes calls intentionally, reduces on-site workload, and gives teams real control over the caller experience all without adding another disconnected system to manage or maintain.
Yes, it’s an IVR. No, it’s not the kind people hate, and here’s why.
Why IVRs Matters in Multifamily (Even If No One Wants to Talk About It)
Phone calls are not going away.
Despite online leasing, chatbots, and self-service portals, the phone remains one of the highest-intent channels in multifamily during office hours and after. In fact, one in four calls happen after hours for teams today, according to our data.
Prospects call when they’re serious. Residents don’t submit emergency maintenance tickets. They call. But here’s the problem: most properties still handle calls the same way they did ten years ago.
- Phones ring.
- Leasing teams are busy giving tours.
- Maintenance interruptions pile up.
- Calls go unanswered.
- Voicemails get missed.
And the onsite team pays the price. We heard this repeatedly from our customers. Not as a complaint, but as a reality they had learned to live with. Many had tried to patch the issue with third-party call centers, basic phone trees, or standalone IVR tools that don’t always understand multifamily workflows. However, it all still lead to frustration and left multifamily executives asking for a better way.
That’s where CallRouting comes in.
What CallRouting Actually Does
CallRouting is a fully customizable IVR that answers and routes inbound calls to the appropriate destination. With CallRouting, you can:
- Route calls to Nurture Boss’s AI Virtual Leasing Assistant, the leasing office, live staff, voicemail, or emergency maintenance
- Reduce constant phone interruptions for onsite teams
- Maintain full visibility into caller activity across properties
- Stop the complications of making updates with a phone provider
With CallRouting, one of the most impactful routing options is Nurture Boss’s AI-powered Virtual Leasing Assistant and Voice AI. Instead of every leasing call interrupting the onsite team, CallRouting can route prospect calls directly to the Virtual Leasing Assistant.
It will answer common questions, schedule tours, and share details about available apartments using a natural, human-sounding voice. Prospects get answers about pricing, availability, office hours, and confirm next steps without waiting on hold or leaving a voicemail.
This approach doesn’t replace the leasing team. It protects them. By filtering and handling routine leasing conversations, the Virtual Leasing Assistant reduces constant phone interruptions and helps teams stay focused on work that requires a human touch.
The result is a calmer onsite environment, faster responses for prospects, and a call flow that finally works the way multifamily teams do.
Equally impactful is the routing option to RapidReach. RapidReach, Nurture Boss’s Emergency Maintenance Management solution, ensures residents are immediately connected to an on-call maintenance team member without delays or missed calls.
What CallRouting Provides: A Better Caller Experience
We’ve all had the same experience at some point.
You call a business with a simple question, only to be met with a rigid phone menu. “Press 1 for leasing.” “Press 2 for maintenance.” “Press 3 to hear these options again.” You make a selection, wait, get transferred, and then… nothing. By the time a real person finally answers, you’re already irritated.
CallRouting is designed to prevent that from happening in the first place for your callers.
Instead of forcing every caller through a generic, one-size-fits-all phone tree, CallRouting gives communities full control over how calls are handled from the moment the phone rings. Greetings can be customized to sound human and on-brand. Routing logic can be tailored to reflect how each property operates. Office-hour behavior and after-hour rules can be customized so callers aren’t sent down dead ends when the leasing office is closed.
With up to nine intelligent routing paths, callers are directed quickly and clearly based on what they need, not what they guess they should press. A prospect looking for leasing information can be routed to Nurture Boss’s AI Virtual Leasing Assistant for immediate answers. A resident with an emergency maintenance issue can be escalated to the appropriate responder. Calls that truly need a human can reach live staff without unnecessary friction, and everything else can go to voicemail with context instead of confusion.
The goal isn’t to trap callers in menus or make them work harder to get help. It’s to respect their time and get them where they need to go as efficiently as possible. When callers reach the right destination faster, conversations start calmer, problems get solved sooner, and everyone involved has a better experience.
What CallRouting Provides: More Money In Your Pockets (and Less Frustration)
Disconnected phone systems, call centers, and point solutions quietly drain your budget and your team’s time. CallRouting brings it all together.
With call handling, routing, and visibility together in one place, CallRouting eliminates the need to pay for multiple systems that only solve part of the problem. Instead of maintaining separate Virtual Leasing Assistant solutions, IVRs, and reporting tools, teams can manage everything inside Nurture Boss.
This consolidation reduces tech sprawl and lowers operational complexity, but the real value goes deeper than software savings.
With full visibility into every call across properties, you can finally see what’s happening and what’s not. Which calls are being answered. Which are being routed to AI. Which require human follow-up. And which ones might be getting missed entirely. That insight makes it easier to spot leaks, adjust strategy, and protect demand that you’re already paying to generate.
Now your IT team can say goodbye to calling the phone provider for simple changes… and to the forehead wrinkles that usually come with it. With CallRouting, updates happen inside Nurture Boss when you need them.
The Bottom Line
CallRouting exists for a simple reason: multifamily teams needed a better way to handle calls, and the old approaches weren’t cutting it anymore.
Onsite teams are busier than ever. Prospects still rely on the phone when they’re serious. Residents expect urgent issues to reach the right person immediately. And you need confidence that demand isn’t being lost to missed calls or broken handoffs. CallRouting brings structure to that chaos.
By combining a customizable IVR with Nurture Boss’s Virtual Leasing Assistant, Voice AI, and RapidReach, communities can finally control how calls are handled without adding complexity or overhead. Teams stay focused. Callers get where they need faster. And nothing disappears into a black hole.
