Building Manager — Handling an occupant's report of an air conditioner blowing warm or uncooled air
10/12/2026
Report
Assess
Plan
Diagnose
Resolve
Follow-up
Building Manager (BM)
Receive case alert
Review case alert
Case information, initial diagnosis candidates
Request additional details
Update case details in portal
As necessary
Provide decision support to UO
Follow-up with tenant
Send closure notice and satisfaction survey to resident
Unit Owner (UO)
Receive case alert
Case details, plan, and needed decisions
Review case
Provide consent for unit access
Determine diagnosis approach
Service provider or in-house
Review service options and approach
Select service provider
Schedule service provider
Confirm and coordinate access with resident and service provider
Review resolution plan
Service provider and repair plan
Approve resolution plan
Service provider and repair plan
Review case resolution
Confirm case resolution
Sentient
Receive issue report
Interactive chat with occupant to document issue
Generate case
Case in "Report" status, subject to review
Generate initial diagnosis
Short list of root cause candidates
Send confirmation
Alert OC that the case has been created and details recorded
Send case alert
Alert BM that case has been created and provide initial diagnosis candidates
Record updated case details
Revise initial diagnosis
Update case
Issue, initial diagnosis, plan
Send Case Alert
Alert UO with details
Record consent for unit access
Generate MT diagnosis plan
Assemble root cause diagnostic and send to MT
Generate SP diagnosis plan
Assemble service provider root cause diagnostic and confirmation plan
Generate service options
Generate list of approved service providers
Send RFQ to service providers
with case details and diagnosis
Receive RFQ responses
Generate service options & approach
Generate updated diagnosis, costs, timing
Update case information
Close case
Close case, route invoice to appropriate budget or unit owner's account
Occupant (OC)
Report issue
Text to Sentient Chat detailing issue
Receive confirmation
Provide additional details
If necessary
Service provider
Receive case RFQ
Estimate service cost & timing
Respond to RFQ
Visit unit
Execute diagnosis plan
Document diagnosis
Document findings and media in case
Perform repair
Test repair
Document repair
Maintenance Technician (MT)
Visit unit
Log entry, get resident's permission
Execute diagnosis plan
Diagnose failure using Sentient
Document diagnosis
Document findings and photos in work order
Perform repair
Test repair
Document repair