Phone systems are one of the most overlooked tools in property management. Missed calls, unlogged voicemails, and routing confusion cost your team time and impact the resident and owner experience. With CallLink, property managers using AppFolio can bring their entire voice system inside their software.

This article explains how CallLink works, why it matters, and how it can transform how your team communicates.

The Problem with Disconnected Phone Systems

Most VoIP platforms do not integrate with property management software. This means: – Calls are not logged automatically – Team members must take notes manually – You cannot track which resident or prospect called – No visibility into response time or resolution

This creates gaps in your workflows and makes it hard to deliver consistent service.

What Is CallLink?

CallLink is a VoIP system built by Balanced Asset Solutions specifically for property managers using AppFolio. It is designed to solve the biggest communication problems teams face by integrating fully with your AppFolio environment.

Key Features of CallLink

1. AppFolio Integration

CallLink matches inbound and outbound calls to the correct AppFolio contact automatically. This includes tenants, owners, vendors, and prospects. You get instant visibility into the caller’s history, unit, and prior communication.

2. Call Logging and Transcription

Every call is automatically: – Logged in the AppFolio activity feed – Time-stamped and tagged – Transcribed into searchable text – Stored with the user who answered

This eliminates missed notes and provides a full audit trail.

3. Skill-Based Routing

Calls are routed to the right team or agent based on the department (leasing, maintenance, accounting) and caller type. This ensures faster response and fewer transfers.

4. Multi-Device Access

Your team can answer calls using: – IP desk phones – Web-based softphones – Mobile apps

This supports hybrid teams and improves responsiveness.

5. Custom Call Flow

You can configure IVR menus, after-hours routing, voicemail settings, and escalation rules to match your team structure.

Real-World Impact

With CallLink: – Maintenance emergencies reach the right person faster – Leasing calls are tied to the correct prospect or guest card – Owners get faster answers with fewer transfers – Managers can review call logs, monitor quality, and improve training

Reporting and Analytics

Because CallLink is integrated with AppFolio, you can: – Track calls per unit, property, or portfolio – Monitor response time and missed calls – See which agents handle the most inquiries – Link calls directly to resolved issues

Final Thoughts

CallLink makes your phone system part of your operational workflow. With full AppFolio integration, automatic logging, transcription, and smart routing, it reduces delays and increases visibility across your team.

Balanced Asset Solutions can help your team implement CallLink, configure workflows, and train staff to get the most out of your communication tools. If you want your phone system to work like the rest of your property management software, CallLink is the missing link.