Helping Property Teams Spend Less Time on Repetitive Work

Mora Sweeny began the first breakout with a joke: if she weren’t wearing heels, she’d run down the aisle and get everyone doing the wave. That easygoing opening carried into a session built around practical demonstrations. Sweeny, Principal Product Education, and Mark Freeman, Senior Director of Product, walked through how Entrata Agent Studio could help teams handle routine work while keeping their own processes and property knowledge in view.

Agent Studio is the next evolution of OXP Studio, Entrata’s platform for activating and managing agents. With Entrata Pro, teams will have more ways to train and customize agents around their business practices. The presenters started with operational efficiency agents, which take on repetitive workflows inside Entrata. They follow company settings and guardrails, and they’re distinct from conversational agents that interact with residents.

The examples were familiar moments in a busy property office: sending an application invitation, clearing out inactive leads, reviewing move-ins, processing move-outs, and revising a financial move-out. When the agent encountered an issue, it could flag the item for a team member while continuing the rest of the work. That leaves staff with exceptions to review, instead of another long list of routine steps.

The adoption numbers offered a sense of how quickly operators were trying these workflows. The deck reported a 13.5-fold increase in L2 agent usage over the prior five months, more than 110 operators who had activated and run at least one, and 24,271 agent actions in July alone.

Bring the property’s know-how along

One of the session’s most relatable moments came when Sweeny recalled working onsite, with her own notebook and the property’s binders and sticky notes close at hand. That informal knowledge—how a community handles a recurring situation, what residents should know about nearby construction, or which details matter for a particular floor plan—can be easy for a team to rely on and hard to share consistently.

The ELI Knowledge Hub is designed to help teams add that context to conversational agents. They can bring in information from standard operating procedures or connected documents, scope it to a property or portfolio, and assign it to the agents that need it. Temporary details can have an expiration date, so an agent doesn’t keep mentioning a construction project after it’s finished.

The presenters also showed how unanswered questions can point to a knowledge gap. If residents repeatedly ask about an electric vehicle charging policy, for example, the system can surface that pattern for staff to review. Teams retain control over what gets added: they can edit, approve, or archive proposed knowledge before it’s published.

Give agents a voice that fits

The session also covered tone and voice settings for ELI+ conversational agents. Teams can set guidance for how agents speak with prospects and residents, then tailor it by company, property type, community, or agent. As Sweeny and Freeman described it, the process is similar to showing a new teammate how the organization wants residents to be treated and communicated with.

For needs beyond existing agents, Agent Builder Premium was presented as a way to create custom conversational agents using plain-language instructions. Entrata’s team and forward-deployed engineers would work with customers to shape and test agents around their specific workflows before they go live.

The presenters closed with a preview of the OXP Mobile app, which they said was planned for October, and described a future role for Console in coordinating agent activity from a phone. The larger idea throughout the session was practical: agents work best when they understand the company’s guardrails, the property’s details, and the way its people already serve residents. That context can help take repetitive work off the team’s plate and give them more room for the conversations that matter.