Customize Lou’s knowledge to match your property’s needs.
Lou now lets you decide what should be treated as a maintenance emergency — and what shouldn’t. Out of the box, Lou is trained on 535 possible issues and defaults have been set for the most urgent ones. But if something matters to your residents or staff, you can turn it on. If it’s not a big deal for your property? Turn it off. You’re in control.
How to Customize Emergency Settings (admins only)
Go to your property dashboard.
Click the gear icon next to the property name.
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If Lou is turned on for this property:
Click the “Maintenance” tab.
You’ll see a list of categories and items.
Toggle each item ON (emergency) or OFF (not an emergency).
Changes are saved automatically.
Don’t See Lou?
If Lou isn’t turned on yet and you’d like to start deflecting non-emergency calls, click here to submit a request to turn on Lou.
Common Emergency Items to Consider Turning On
Below are a few items that are frequently turned ON by other customers. These can be found in the corresponding sections:
| Item | Section | Category |
|---|---|---|
| Burner does not work | Appliances | Cook top |
| Disposal clogged | Appliances | Disposal |
| Freezer temp too warm or cold | Appliances | Freezer |
| Range burner does not work | Appliances | Range |
| Refrigerator not working at all | Appliances | Refrigerator |
| Oven does not heat | Appliances | Wall oven |
| Exterior door locked-please unlock | Doors and Locks | Exterior Door |
| Do you do lockouts? | Lockouts | Lockouts |
| Tub clogged | Plumbing and Bath | Tub |
What Happens When You Toggle?
ON: Lou will treat this issue as a true emergency, escalate, and alert your on-call team.
OFF: Lou will let the resident leave a message for follow-up during business hours.