Frequently Asked Questions (FAQ)
About FacilGo
FacilGo integrates with major property management systems including Yardi, RealPage, Entrata, Resman, and Rent Manager, and our integration infrastructure allows us to easily integrate with other property management systems by mapping the appropriate fields between each system. With FacilGo, clients can easily import and export work orders, inspections, orders, invoices, journal entries, resident charges, and other important information from its existing property management software.
FacilGo supports Multifamily, Single Family Rental (SFR), Build-to-Rent, Affordable Housing, Commercial, and other property types. Our platform is designed to work with portfolio sizes that range from fewer than 1,000 units to more than 100,000.
FacilGo offers product and service-level contracts. Service contracts establish a contract for ongoing services (such as landscaping), orders for on demand services (such as plumbing or HVAC repairs) or a price list for turn services. FacilGo provides a marketplace with a PMC's standardized products and contract pricing. Suppliers can then invoice against the contract, allowing clients to track consistency with agreed-upon prices and scope. A FacilGo service contract offers full insight into the contract title, terms, effective date, end date, notification data, lien waiver requirements, auto renew, auto renew period, payment schedule, and termination provisions and penalty.
FacilGo charges two types of fees: A one-time deployment fee and a yearly subscription fee. The yearly subscription fee is based on the number of units or homes covered. This predictability helps property management companies and owners manage and control their expenses.
To enable efficient execution, onboarding starts with understanding the client's processes, only after which we create a plan for overlaying our technology. After the kickoff meeting, we hold weekly status meetings to assess progress towards the project plan. We always create a test environment to validate all configurations and features as well as conduct user training. Depending on client preference, deployment can be incremental or all at once. After FacilGo is live, we hold weekly check-ins for up to eight weeks. After that, we move to monthly meetings to assess utilization and efficiency.
Our mobile app, FacilGo Plus, is designed to help technicians in the field understand their schedule, know where to go, and facilitate documentation through picture-taking. Crucially, the app works even in environments with poor connectivity (or no connection at all) to provide the insights technicians need to get the job done right.
FacilGo employs enterprise-grade security with encryption at rest and in transit. Our defense-in-depth approach combines advanced firewall configurations, real-time threat monitoring through Wazuh SIEM, and dynamic IP-based controls. We monitor systems 24/7 and respond immediately to threats following documented incident response procedures. Your data is replicated in real-time to a geographically separated site in a different cloud region, ensuring zero data loss. We maintain industry-leading recovery objectives with daily backups and annual DR testing, enabling rapid service restoration during disruptions.
FacilGo Customer Support is available from 7:00 a.m. to 9:00 p.m. Eastern Time (4:00 a.m. to 6:00 p.m. Pacific Time). Clients can call or email support with their issues. They can also submit and track support tickets through the client portal. Clients will receive email notifications as the ticket progresses to resolution. Our video library offers an additional source of knowledge on many aspects of the platform, and is available to all users, including suppliers.
FacilGo offers comprehensive analytics and reporting across the entire maintenance process. Widgets provide insight into individual and team performance, client metrics, resident responsiveness, and supplier execution. Our comprehensive Reports library includes reports on inspections, orders, work orders, invoices, suppliers, projects, budget reports, purchasing compliance reports, fixed assets and inventory management, contract management, insurance, lease file audit, supplier ratings, due diligence, NSPIRE, resident chargebacks, move-out closing statements, renovations, and more.
FacilGo provides for performance tracking at the property, district, regional, and corporate level. The client defines the hierarchy during onboarding.
Products
FacilGo's AI Call Center Assist replaces old, robotic IVR call centers with modern AI agents that operate 24 hours per day, 7 days per week. Our AI agents respond immediately to emails, text, and calls, capturing resident maintenance issues. The AI agents can help residents diagnose and resolve issues on their own, identify potential resident charges, triage work orders, and submit WOs to FacilGo Task Assignment or the client's property management system. For callers with leasing inquiries, the Call Center supports flows that direct calls to human leasing agents.
FacilGo's AI Call Center operates 24 hours per day, 7 days per week. The Call Center triages after hours and weekend calls and assigns it a priority. If the issue requires emergency maintenance, the Call Center makes contact with either the appropriate staff member or trade service (including call escalations when vital personnel aren't available), as defined by the client.
Since the system is built for heavy capacity, it is very helpful during emergencies such as natural disasters, where calls can be translated into service requests without requiring personnel who might be overwhelmed with other tasks during those emergency periods.
Our AI Call Center is designed to guide residents through self-diagnosis to resolve issues immediately and avoid unnecessary technician visits. However, if the system detects resident frustration or determines the issue is too complex for automated troubleshooting, it escalates the call to a human.
Call Center Assist is optimized to handle resident maintenance requests. For all other inquiries — including leasing, general questions, and emergencies — the system will automatically route the resident's call to the appropriate staff member.
After AI Call Center Assist completes intake, it automatically pushes the resulting work orders to the client's existing property management system. For clients using FacilGo for work order management, the WO is passed into the platform's smart scheduling feature, which assigns it to the appropriate technician or trade service.
FacilGo streamlines the identification of resident chargebacks both during the lease term and at move-out. Within the mobile app, technicians or trade service providers can flag a work order as a potential chargeback with a single click. This action alerts the property manager to review the request via the web portal for a final determination. The process is supported by the resident's lease agreement to validate the charge and a standardized price list to ensure consistent billing across the entire portfolio.
The specific types of billable damages are determined by each property management company's policies and lease agreements. Our AI engine analyzes client leases upfront to categorize items as chargeable or non-chargeable. While the system identifies these opportunities, property managers retain full control to approve or deny each charge. Once a chargeback is approved, it is automatically synced to the resident’s ledger within the client's property management system (PMS) for seamless billing.
FacilGo’s proprietary detection engine automatically scans every work order to identify potential chargeback-eligible damages. By cross-referencing a vast maintenance library with the specific terms of each resident's lease agreement, the engine classifies billable items and assigns costs according to a standardized price list. This process not only captures missed revenue but also reinforces Fair Housing compliance by applying billing rules consistently across your entire portfolio. Once the engine identifies a potential charge, it is sent to a centralized approval page for the property manager's final decision.
"Resident chargebacks can be identified and processed both during the active lease term and during the move-out phase. Whether a charge is flagged manually by a technician or automatically by the detection engine, the property manager maintains final approval. Once approved, charges are automatically synced to the resident’s general ledger in the client's accounting system.
FacilGo minimizes disputes by creating comprehensive evidence package for every chargeback. This may include multiple date-stamped photos, technician comments, and digital copies of third-party invoices. The system automatically cross-references these against the resident’s lease terms for validation. Additionally, any conversations between the property manager and the resident are logged directly within the work order, ensuring a complete, transparent record that justifies the charge.
Maintenance and Maintenance Plus offer simplified scheduling, unified communications, and dashboard insights. Both solutions include a mobile app to supercharge staff and supplier efficiency. For property owners with teams of roving technicians, Maintenance Plus also includes smart scheduling and routing, access to FacilGo's supplier network, and bid and contract management.
FacilGo allows clients with distributed portfolios to define a property hierarchy. The platform tracks data from top to bottom and can allocate staff and trade resources to properties at any level in the hierarchy.
Electronic marketplaces reduce costs by centralizing approved catalogs, standardizing items, implementing contractual pricing, enforcing budget checks with POs, and using approval workflows to guide compliant purchasing. E-invoicing eliminates paper, lost invoices, and payment delays. Automatic PO-to-invoice matching verifies SKU, quantity, and price, reduces manual review through auto-disputes, and enables faster approval and submission to accounting.
The FacilGo maintenance platform supports the complete property maintenance process, including service request intakes, inspections, work orders, procurement and invoicing, turns, inventory management, fixed asset management, contract pricing, and resident chargebacks.
Users can create work orders in the PMS via the FacilGo AI Call Center or directly in FacilGo. Each WO is triaged, prioritized, and assigned to a technician or trade partner. Techs use a mobile app to check in and out, add photos and comments, and complete work. Residents can e-sign and receive surveys. WOs can pull inventory or trigger purchases. Managers review results to close WOs. AI proposes resident chargebacks, and approved charges post to the PMS ledger.
The FacilGo CapEx and Renovation solution is able to support both CapEx and renovation projects within units, or in common areas.
FacilGo supports efficient, cost effective renovations at both the Planning and Execution phase. During planning, the platform lets users generate and compare multiple projected baselines, ensuring they select the right strategy before a single dollar is spent. Once the project moves to execution, the system provides a centralized hub to validate the scope of work, allocate tasks to internal teams or external trades, and manage the procurement of necessary materials. A dynamic project management plan tracks every expenditure and milestone at the unit or home level. The collaborative platform allows suppliers upload progress photos and comments for immediate review, and the integrated dashboard widgets provide instant financial and operational insights.
FacilGo CapEx and Renovation is designed for large-scale, phased renovations and portfolio-wide capital improvement programs, capable of managing costs at all levels. Our Maintenance solution is better suited for unit turns and make-ready.
FacilGo establishes budgets for all project tasks, linking every PO line item directly to GL codes and budgets during the execution phase. Automated workflows ensure all purchase orders remain aligned with these predefined limits. To manage unforeseen site conditions, the system allows vendors to submit change orders linked to the original scope. These requests include required photos and line-item pricing, providing the transparency needed for managers to review and determine next steps.
The Contract Management module allows clients to release quote requests to the supplier network, providing the cost insights necessary to assess project viability. Once a project is approved, the platform uses the initial scope of work used in the to create inspection processes that Trade services can submit invoices upon when work is complete or utilize incremental invoicing based on completed line items and agreed-upon milestones.