How Hélios Immobilier turned condo inbox overload into ready-to-review drafts
Hélios Immobilier manages condo syndicates in Québec City, and inbox management is one of the services it provides to them. Every owner question, AGM notice or document request depends on the right building's declaration, rules and history. OneNine built an AI agent that reads incoming email, finds the right syndicate's documents and writes a draft reply in Rooftop, while the property manager keeps the final word on everything that goes out.
At a glance
20+
active syndicates, each with its own isolated data
0
emails sent by the agent: it can only draft
9
playbooks for recurring email types, from AGM notices to unit sales
395
automated tests
The problem
Condo management runs on email. As the portfolio grew, one property manager was answering for every building, and each answer started with a search.
One inbox, every building
Owner questions, AGM notices, document requests, infractions, unit sales and vendor solicitations all land with the same person, and each one needs a careful answer.
Knowledge scattered everywhere
Answers depend on declarations, bylaws, contribution tables and past exchanges spread across Dropbox folders and Rooftop threads.
Confidentiality above all
Each syndicate's information must stay strictly separate. A single mix-up between buildings damages the trust boards place in their manager.
How we got there
We designed the agent like a new assistant: it learns the rules, it never sends on its own, and it asks when it is not sure.
June 2026
Designed around one non-negotiable
The agent can draft, never send. That rule shaped everything else, and automated tests enforce it.
June 2026
A pilot first, then the portfolio
We started with a subset of syndicates to tune the rules and tone with the manager, then extended the agent to the rest of the portfolio.
July 2026
Documents become searchable
Read-only Dropbox search with citations, per-syndicate templates synced every night, and a search across past email threads.
July 2026
Playbooks for recurring emails
Nine playbooks for the most common email types, with hard rules where they matter, such as the legal notice period for AGM convocations.
September 2026
Hardened for production
Contract tests against the live property management platform, so a change on the software side is caught and fixed quickly.
The solution
The agent works like a trained assistant: it reads, researches and drafts. The manager reviews, adjusts and sends.
Drafts waiting in Rooftop
The agent picks up conversations that need a reply and saves a draft directly in Rooftop, with the thread history quoted. Nothing goes out until a person sends it.
The right document, with a citation
Each syndicate's Dropbox folder is indexed every night in read-only mode, so the agent can quote the right declaration article, bylaw or minutes.
Each syndicate in its own lane
Every email is handled with only that syndicate's data. Information never crosses from one building to another.
Asks instead of guessing
When the agent is unsure, it sends the manager a summary and its questions on Telegram. Answers the manager approves become rules for next time.
Under the hood
A Python agent with its own PostgreSQL knowledge base, connected to the tools Hélios already uses: Rooftop, Dropbox and Telegram.
How it works, step by step
- 1
Pick up
The agent collects conversations waiting for a reply and skips the ones it has already handled.
- 2
Screen
A pre-filter checks each email for manipulation attempts. Anything suspicious is escalated without a draft.
- 3
Identify
The email is matched to its syndicate, and only that syndicate's rules and data are loaded.
- 4
Research
Rules first, then the syndicate's FAQ and documents, searched with multilingual embeddings that understand French.
- 5
Draft
A reply is written following the playbook for that email type. If confidence is low, the agent escalates instead.
- 6
Hand off
The draft is saved in Rooftop for review, or a summary and questions are sent to the manager on Telegram.
Technology
Engineering safeguards
- No send capability anywhere in the system, verified by tests
- Per-syndicate data separation enforced in the database
- Prompt-injection pre-filter, with email content treated as untrusted
- Three tiers of rules (company, syndicate, owner), with versions that can be rolled back
- Append-only audit log of every agent action
- 395 automated tests and 13 tested database migrations
Benefits
Time saved
The manager reviews and decides instead of searching and typing.
- Routine replies arrive pre-drafted, with the right document already found
- No more digging through Dropbox folders and old threads for every answer
- Recurring emails follow the same playbook every time
- Questions reach the manager on Telegram, wherever they are
Revenue impact
Inbox management is a service Hélios sells to its syndicates.
- More syndicates can be served by the same team
- Consistent, documented answers that protect the relationship with each board
- Legal notice periods built into the playbooks, reducing the risk of costly mistakes
Why OneNine
Why Hélios Immobilier trusted OneNine with its inbox
Human in control, by design
The agent cannot send email. That guarantee is built into the system, not left to a setting.
Confidentiality as architecture
Each syndicate's data is separated in the database, not just in the instructions given to the AI.
Built on the tools you already use
Rooftop, Dropbox and Telegram, with nothing new for the manager to learn.
Tested like production software
Hundreds of automated tests, versioned rules and an audit trail of every action.