A message from a prospective tenant asking about bed availability, and a message from an existing tenant reporting a leaking tap — both often land in the same WhatsApp thread, scroll past each other, and get answered whenever someone happens to notice. Here's what changes when they don't have to share a thread.

Quick answer (for the impatient)

• WhatsApp, Instagram, Facebook and Telegram messages land in one inbox, AI-sorted as they arrive.
• A new enquiry gets scored as a lead — so it doesn't sit unanswered behind older messages.
• A complaint becomes a ticket with a deadline, and an angry-sounding one gets escalated automatically.

One group, two very different messages

A single WhatsApp number handling both new enquiries and existing-tenant issues means the two get treated identically by default — first in, first noticed, if noticed at all. A prospective tenant asking "any beds free for August" and a current tenant saying "the geyser's been broken for three days" both deserve different handling, on different timers, but they arrive looking the same in a chat window.

What AI triage actually does

Messages from WhatsApp, Instagram, Facebook Messenger and Telegram land in one unified inbox, where AI reads each one and flags whether it's a new lead, a complaint, and what the sentiment sounds like — then routes it accordingly. A bed enquiry gets scored and pushed into the sales pipeline as a lead, so it's tracked instead of buried. A maintenance issue becomes a ticket, not a message waiting to be remembered.

Complaints get a deadline, not a scroll-back search

Complaints get configurable response and resolution deadlines — an SLA timer, not a mental note. A complaint that reads as frustrated or urgent based on its tone gets auto-escalated to higher priority, so the tenant who's clearly had enough doesn't end up at the back of the same queue as a mild request.

Where AXOIX is honest about its limits

• The complaint system is generic, not PG-specific. It doesn't ship with a pre-built "leaking tap / broken geyser / wifi down" category list built for PGs — it's the same complaint engine used across the platform, applied to your inbox.
• Auto-posting is real for Facebook and Instagram only. LinkedIn, Twitter/X, YouTube and Google Business posting are not wired — don't expect to post a "beds available" update everywhere from one click yet.
• An SLA timer tracks a deadline — it doesn't guarantee someone acts on it. Staff still have to close the ticket.

FAQ

Which channels feed into one inbox?
WhatsApp, Instagram, Facebook Messenger and Telegram.

How does a new bed enquiry get handled differently from a complaint?
AI flags each incoming message as a lead or a complaint (with a sentiment read), routing leads into the sales pipeline and complaints into an SLA-timed ticket.

Does an angry-sounding complaint get special handling?
Yes — sentiment-based auto-escalation raises its priority automatically.

The bottom line

A prospective tenant and an unhappy existing one shouldn't compete for attention in the same chat thread. Splitting "new enquiry" from "existing problem" the moment a message arrives — automatically, not by whoever happens to be free — is what actually keeps a PG's messaging from turning into the thing everyone dreads checking.

See the full PG system overview, how tenant records are kept, how tenants now check their own bill without messaging you at all, or pricing.

Stop losing enquiries and complaints in the same chat. Start free →