Overview #
Merlo AI enables fast, accurate responses to common owner and resident enquiries, reducing inbound calls and emails to your strata management team. Whether the enquiry is via emails or over the phone, you can either drag and drop the email to the Teams assistant or just ask the question for a quick and accurate response.
Using natural language in Microsoft Teams, Merlo can:
- Answer common strata-related questions
- Retrieve plan-specific information
- Provide documents and contact details
- Guide owners through processes (renovations, pets, maintenance, etc.)
- Draft professional responses on your behalf
This allows your team to respond instantly – even while on a call – without logging into multiple systems.
Renovation & Approval Enquiries #
Owners frequently ask whether proposed works require approval.
Examples:
- “Do I need approval to tile my bathroom?”
- “What is the process to install air conditioning?”
- “Can I install a security camera outside my door?”
- “Do I need approval to build a shed?”
What Merlo does:
- Explains whether approval is required
- Outlines the approval process
- References relevant by-laws (if available)
- Share your renovation forms and relevant information
Pet Approval Requests #
Examples:
- “Do I need approval to get a dog?”
- “How do I submit a pet application?”
- “Is it allow to have a pet in my apartment?”
What Merlo does:
- Explains pet approval requirements
- Outlines the submission process
- Retrieves pet application forms (if available)
- Refer to building by laws to confirm if pets allowed
Maintenance Responsibility Queries #
Owners often need clarity on who is responsible for repairs.
Example:
“I have a water leak; is this strata or my responsibility?”
What Merlo does:
- Explains responsibility (common property vs lot property)
- Provides guidance on next steps
- Can initiate a work order if required
Noise Complaints & Disputes #
Examples:
- “My neighbours are noisy; what can I do?”
- “There is renovation noise; what are my rights?”
What Merlo does:
- Explains complaint and dispute process
- References relevant by-laws or rules
- Can draft a formal complaint or response
Providing Building Contacts #
Examples:
- “Who is the plumber for our building?”
- “Can I get the electrician’s contact details?”
What Merlo does:
- Retrieves supplier or tradesperson details
- Provides contact information instantly
AGM & Meeting Enquiries #
Examples:
- “When is the next AGM?”
- “Can I get the AGM agenda?”
- “Send me last year’s AGM minutes.”
What Merlo does:
- Retrieves AGM dates and details
- Provides attendance information
- Retrieves documents from SharePoint
Committee Applications #
Example:
“How do I join the strata committee?”
What Merlo does:
- Explains nomination and election process
- Provides timelines (e.g. AGM nominations)
- Shares nomination forms if available
Selling a Property #
Example:
“What do I need from strata to sell my property?”
What Merlo does:
- Explains required documents (e.g. strata certificates)
- Outlines request process
- Provides guidance on timelines and fees
Insurance Enquiries
Examples:
- “What does the building insurance cover?”
- “When does the insurance expire?”
- “Can I get a copy of the policy?”
What Merlo does:
- Retrieves insurance details from the system
- Explains coverage at a high level
- Provides policy documents (if available)
Using Merlo During Owner Calls #
Your team can use Merlo in real time while speaking with owners.
Examples:
- “What is the AGM date for Plan 44100?”
- “Is there a pet form for Plan 12345?”
- “Who is the plumber for Plan 98765?”
- “What is the insurance expiry for Plan 55321?”
Benefit:
- No need to place the caller on hold
- No need to log into multiple systems
- Answers delivered in seconds
Drafting Responses to Owners #
After retrieving information, you can ask Merlo to draft a professional response.
Example:
“Draft an email to the owner of lot 5 explaining the renovation approval process.”
What Merlo does:
- Generates a clear, professional response
- Uses plan-specific context
- Prepares the message for review and sending
Frequently Asked Questions #
Q: Can owners interact with Merlo directly, or does it only work for strata managers?
Merlo is currently designed to work within Microsoft Teams and is used by your strata management team. Owner self-service interactions are handled through your team’s use of Merlo on the owner’s behalf. Direct owner access depends on how Merlo has been configured in your organisation.
Q: What if Merlo doesn’t have access to the specific by-laws for a plan?
Merlo provides answers based on general strata legislation and any by-laws it has access to in your document management system. If a plan has custom by-laws that have not been uploaded to SharePoint, Merlo may provide a general answer rather than a plan-specific one.
Q: Can Merlo draft a formal response letter to an owner?
Yes. After retrieving the relevant information, you can ask Merlo to draft a formal response: “Draft a letter to the owner of lot 5 in Plan 12345 explaining the process for a renovation application.” Merlo will draft the letter and present it for your review before sending.
Q: Can Merlo handle maintenance requests submitted by owners?
Yes. If an owner reports a maintenance issue, you can ask Merlo to raise a work order on the spot: “Create a work order for Plan 12345 for a broken gate reported by the owner of lot 3.” See the Work Orders User Guide for full details.
