Applies to: Ease Web Assistant (live now). Voice AI/Amber support is coming soon.

Overview

After a customer selects a unit, Ease Web Assistant now offers two paths instead of a single rental flow: Rent Now or Reserve. This gives customers who aren't ready to complete a full move-in the option to hold a unit without a credit card, and finish the process later online, by phone, or in person.

Note: This guide covers the Reserve path in detail, since Rent works the same as the existing rental flow. Voice AI (Amber) support for this flow is coming soon — it isn't live yet.

Step-by-Step: Reserve Flow

Step 1 — Choose Rent or Reserve

Once the customer selects a unit, they're shown both options side by side, each with its own short explanation of what to expect:

Customer chooses between “Rent Now” and “Reserve” after selecting a unit.

Step 2 — Contact Information

Choosing Reserve takes the customer to a contact information form. Fields collected:

• Desired move-in date — required. The available date range (reservation window) is determined by the facility's PMS settings, not hard coded in the assistant.
• First Name and Last Name — required.
• Email — required.
• Cellphone and Confirm Cellphone — required. The assistant tells the customer this number will be used for password less access.
• Optional: a second phone number, for customers who need to share access.
• An SMS reservation-reminder opt-in checkbox, checked by default, with standard reply-STOP-to-unsubscribe language.

Contact information form for a new reservation, with the SMS opt-in shown at the bottom.

Step 3 — Duplicate Reservation Check

Before completing the reservation, the assistant checks whether the phone number or account already has an existing reservation. If one is found, the customer is stopped and prompted to call the facility instead of completing the form:

Warning shown when the customer already has an existing reservation.

Note: This check exists specifically to prevent duplicate account creation — it's expected behavior, not a bug. Customers with an existing reservation need to call in to create an additional one.

Step 4 — Confirmation

Once the reservation goes through, the customer sees a confirmation screen summarizing the reservation and their contact details:

Reservation confirmation screen, showing confirmation number, unit details, and contact info on file.

The confirmation screen tells the customer they're welcome to come back and move in early or return on their move-in day to pay and finish up — and that the facility will follow up by email, and by phone if needed.

Important Notes & Current Limitations

• Voice AI (Amber) does not yet support this flow — Reserve is currently Ease Web Assistant only, with Voice AI support planned.
• The reservation window (how far out a customer can select a move-in date) is controlled by each facility's PMS settings, not by the assistant itself — this can vary by facility.
• Customers with an existing reservation cannot create a second one through this flow; they're directed to call the facility instead, to prevent duplicate account creation.
• Customers cannot currently convert an existing reservation into a rental (“Rent from an existing reservation”) through this flow — only new reservations can be created here. Converting a reservation to a rental is a planned follow-up feature, not yet available.

Quick Reference