Automation & AI

Vivin leverages artificial intelligence across the entire platform to reduce manual work, improve tenant satisfaction, and accelerate decision-making. This page explains the AI-powered capabilities and automation features available throughout the system.

AI Tenant Support Chatbot

Vivin includes an intelligent chatbot that provides automated 24/7 tenant support across multiple channels:

• WhatsApp — tenants can message your support line directly
• Email — automatic responses to common tenant enquiries

The Tenant Portal web app does not currently ship an in-portal chat UI; tenant-facing automated support is delivered through the channels above (and related workflows), not through a chat surface inside the portal.

What the Chatbot Handles

The chatbot is trained to handle the most common tenant enquiries automatically:

Enquiry Type	Example Questions
Payment status	"When is my next rent due?" / "Have you received my payment?"
Contract questions	"When does my contract end?" / "What is my deposit amount?"
Maintenance requests	"My shower is leaking" / "The heating is not working"
Move-in information	"What is the building access code?" / "What time can I arrive?"
General enquiries	"How do I pay my rent?" / "Where can I see my invoices?"

Intelligent Routing & Escalation

The chatbot resolves routine questions automatically using real-time data from the tenant's booking, payments, and contract. When it encounters a complex issue it cannot resolve, it escalates to your team with full context — ensuring tenants always get an answer, and your team only handles the cases that need human attention.

For urgent issues (e.g., emergency maintenance, safety concerns), the bot applies escalation rules to immediately notify the appropriate team member rather than attempting to resolve the issue itself.

Automatic Ticket Creation

When the chatbot identifies a new issue that requires action (e.g., a maintenance request, a complaint, or a question about a topic with no existing ticket), it automatically creates a ticket in the Operations module:

• The ticket includes the tenant's message, context from their booking, and any relevant history.
• If an existing ticket already covers the topic, the bot responds with context from that ticket instead of creating a duplicate.

Email Integration

The chatbot integrates with your email workflow:

• Automatic email drafts — when a tenant enquiry requires an email response, the bot generates a draft email pre-populated with the tenant's history and relevant context.
• Conversation history — the draft includes the full communication history so your team has complete context before sending.

WhatsApp Support

The WhatsApp integration allows tenants to message your support line directly:

• Tenants receive automated responses with context-aware answers.
• New issues are automatically escalated with ticket creation.
• The bot can handle conversations in the tenant's preferred language.

Important

If your WhatsApp business number is also used for supplier or contractor communications, be aware that the bot may respond to non-tenant messages. Consider using a dedicated number for tenant support to avoid this issue.

Multilingual Support

The chatbot communicates in the tenant's preferred language, making it ideal for international properties and student accommodations where tenants come from diverse backgrounds.

Personalised Responses

Every response is personalised using real-time data from the tenant's record — their booking dates, payment status, contract terms, property access codes, and more. Tenants receive accurate, specific answers rather than generic information.

AI-Driven Insights

Vivin uses AI to surface actionable insights that help you make better decisions:

Predictive Analytics

• Occupancy trend forecasting — predict future occupancy rates based on historical patterns, seasonal trends, and current booking velocity.
• Payment risk assessment — identify tenants at risk of late payment based on payment history patterns and early warning signals.
• Revenue forecasting — project future revenue based on confirmed bookings, expected renewals, and market conditions.

Smart Recommendations

• Pricing suggestions — AI-powered pricing recommendations based on booking velocity, local market trends, and seasonality to help you maximise revenue.
• Marketing insights — identify which channels and strategies are driving the most bookings and revenue.
• Operational efficiency — highlight areas where automation could reduce manual work or where processes are creating bottlenecks.

Automated Anomaly Detection

The system continuously monitors your data and flags unusual patterns:

• Payment anomalies — unexpected payment patterns, unusual overpayment or underpayment amounts
• Overdue account alerts — accounts that are accumulating debt faster than normal
• Maintenance spikes — sudden increases in maintenance tickets for a specific property that may indicate a systemic issue

Workflow Automation

Vivin automates end-to-end workflows to eliminate manual steps and ensure consistency:

Automated Booking-to-Contract Pipeline

When a booking is confirmed on any channel, Vivin can automatically:

1. Create the booking record with all tenant and contract details
2. Generate the payment schedule based on property contract settings
3. Generate the rental contract with smart data insertion (tenant name, unit details, dates, pricing, and custom clauses)
4. Send the contract for digital signature via email — tenants sign from any device
5. Store the signed contract in the booking record, searchable and accessible per tenant, property, or date range

This entire pipeline can run without any manual intervention.

Rule-Based Triggers

Configure automatic actions that fire based on events:

Trigger	Automated Action
Payment overdue	Send payment reminder via email and push notification
Rent due date approaching	Send upcoming payment notification to tenant
Booking confirmed	Generate contract and send for signature
Check-in approaching	Create cleaning/preparation ticket, send access codes
Check-out approaching	Send departure instructions, schedule inspection
Utility bill exceeds ceiling	Generate tenant overage charge and notification

Bulk Operations

Perform actions across your entire portfolio in one step:

• Bulk pricing updates — update rates across all channels and marketplaces instantly
• Bulk invoice generation — generate invoices for all active bookings in a single operation
• Bulk notifications — send announcements or reminders to all tenants across properties

AI Invoice Reader (Utilities)

The AI Invoice Reader automatically processes utility bills:

• Detects and reads utility bills (water, electricity, gas, internet) from uploaded documents
• Identifies the correct property and billing period without manual input
• Extracts key data — provider name, billed amount, consumption values, and billing dates

This eliminates the tedious manual process of entering utility bills one by one. See Utilities Module for more details.

Where AI Appears in the Platform

Module	AI Capability
AI Chat	Operator-facing AI Assistant — ask questions about occupancy, revenue, move-ins, portfolio overview
Sales	Dynamic pricing suggestions, market intelligence, demand forecasting
Finance	Payment risk detection, anomaly alerts, automated reminders
Utilities	AI invoice reading, automatic property matching, data extraction
Bookings	Automated contract generation, digital signature workflow
Operations	Automated ticket creation, smart scheduling
Tenant Portal	Tenant self-service (contract, payments where enabled, documents, requests); AI-assisted support via WhatsApp/email — not an in-portal chat UI

Related

• AI Chat Module — Operator-facing AI Assistant for portfolio questions
• Sales > Revenue Optimisation — AI-powered pricing and gap analysis
• Utilities Module — AI invoice reader details
• Tenant Portal — Tenant-facing portal capabilities and support channels
• Bookings > Contract Tab — Automated contract generation