How CallFelix works
A resident calls one saved number and describes the problem in plain words. CallFelix screens the call for danger first, then confirms the details and files a clean, structured work order automatically — no app, no portal, no resident login. Here is every step.
For your residents
Three steps — and only one of them is the resident’s
The line works the way a 90-year-old already uses a phone. They call. Everything else is handled.
- Step 1
Call one number
A resident calls one saved number and describes the problem in plain words. Felix is patient, speaks slowly and clearly, and never needs an app or a login.
- Step 2
Felix sorts it out
Felix recognizes returning callers by name and room, asks only what he actually needs, and confirms everything back once — mention two separate problems and they become two clean work orders on a single call.
- Step 3
Work order, filed
A clean, professional work order appears in the staff dashboard in real time — the right unit, the right priority, the full transcript attached.
Family members use the very same number — a saved family contact reaches the right resident’s unit. And the number never changes as CallFelix grows: text and photo intake are next on the roadmap.
Safety by design
A maintenance line can ring at the worst moment.
A frightened resident might call about a fall, gas, or chest pain. CallFelix screens every call for danger before the AI ever responds and connects a real human immediately — with a 9-1-1 prompt as a backstop.
That escalation is deterministic: built into the system’s architecture, not left to a language model’s judgment.
Today that danger screening is tuned to English speech. Callers are answered in any language, and anyone can reach a person by pressing 0.
- A fall, or a resident who can't get up
- Gas, smoke, or fire
- Chest pain or trouble breathing
- Anyone who asks for a person — or presses 0
“The bar I hold onto in the bathroom is wobbly. I'm afraid I'll fall.”
Felix“Thank you for telling me — your safety comes first. I'm flagging this as urgent right now and sending a technician straight away. Please avoid using that bar until they arrive.”
WO-2838
Grab bar loose in bathroom
For your staff
A clean ticket, not a phone message
Every call Felix answers becomes a complete work order — so the morning isn’t a pile of voicemails to decode.
- The right unit
- Resolved from the resident's number or confirmed on the call — the work order lands on the correct room and building.
- A clear priority
- Urgent, normal, or low — set from what the resident actually described, so the dangerous calls rise to the top.
- The full transcript
- Every word of the call is attached, so staff see exactly what was said before they knock on the door.
- The source, labeled
- Marked as a voice call from Felix, with the time it came in — never a mystery ticket someone has to chase down.
And behind the ticket, a full CMMS
The call is the front door. The system behind it runs the whole maintenance operation.
- Assets & preventive maintenance
- An equipment registry with recurring PM schedules, due-and-overdue tracking, and life-safety flags. Resident calls about a machine link to its history automatically.
- A queue per technician
- Everyone sees the board; each tech also gets My Work — just what’s assigned to them, phone-friendly, with one-tap complete and notes.
- Email that routes itself
- Assignment notifications reach the right trade with a director catch-all, and contractor outreach is one click — logged on the ticket, so follow-ups have a trail.
- An audit trail for every emergency
- Every escalation is recorded with who was paged, who acknowledged, and how fast — exportable, so the story of the night is never a shoebox of sticky notes.
The staff side stays calm and clear
Every call Felix answers lands here — surfaced by priority, never buried. Honest numbers, no vanity metrics.
Good afternoon, Marcus
5 communities · 2 urgent items need attention
8
Open tickets
2
Urgent right now
1
Needs human follow-up
6
Voice calls
AC not cooling in Room 214
WO-2841 · Maple Grove · Room 214
Leaking faucet under sink, Unit 3B
WO-2840 · Maple Grove · Unit 3B
What’s under the hood
Cutting-edge on the inside, a phone call on the outside. The parts that matter for a senior-living buyer are the safety model and how resident data is handled.
A safety-tuned AI brain
Felix is built on Claude, a safety-tuned AI model. But the life-safety escalation does not depend on the model’s judgment — every call is screened for danger by deterministic rules before the AI ever responds, so an emergency reaches a human by design. That danger screening is tuned to English speech today; callers are answered in any language, and anyone can reach a person by pressing 0.
Each community’s data is isolated
Every community’s data is separated at the database level, and that isolation is proven by automated tests that run on every change — not just asserted in a brochure.
Operational logs stay free of personal health information
The system is engineered HIPAA-first: operational logs are kept free of personal health information, and CallFelix is working toward a fully BAA-covered vendor stack.
Accurate work orders start with accurate transcription. We measured ours on a real production call and published exactly how — including what we have not yet measured.
See how we measure accuracyCommon questions
Does the resident need to download anything?
No. A resident calls one saved number and talks in plain words — there is no app, no portal, and no password, ever. Text and photo intake are next on the roadmap, so the same saved number will keep doing more.
What if the resident just wants a person?
Anyone can reach a human at any time — by saying so, or by pressing 0. That request is honored immediately and deterministically, before the AI tries to handle the call itself.
How fast does the work order appear?
It is filed automatically the moment the call ends and shows up in the staff dashboard in real time — with the right unit, the right priority, and the full transcript attached. Nobody retypes a call.
Does CallFelix handle preventive maintenance and equipment?
Yes. Staff keep an asset registry — boilers, elevators, PTACs, laundry machines — with recurring preventive-maintenance schedules, due and overdue tracking, completion notes, and life-safety flags. Snapping the nameplate can prefill an asset's details for staff to confirm, and when a resident calls about a piece of equipment, the work order links to that asset's history automatically.
What does the maintenance team actually work from?
A live work-order board with search and status tabs, plus a per-technician My Work queue of everything assigned to them. Assignment emails route each trade to the right person with a director catch-all, contractors are one click to call or email (and the outreach is logged), and every ticket prints with the community's letterhead.
Can families report a problem too?
Yes. Families call the very same number, and a saved family contact resolves to the right resident's unit — so a daughter's call about Mom's heater reaches the right room without Mom lifting the phone.
Give your residents one number that always answers.
See the staff dashboard with live demo data, or book a walkthrough.