Communications

Operations → Communications

Every SMS, email and push notification the platform sends lands in one ledger. That is what makes "did the tenant actually get their invoice?" a question with an answer.

The delivery tracker

The tracker is the operational record of outbound messaging.

Statuses

Messages move through a lifecycle rather than being simply sent or not:

Diagnosing a message that never arrived

1. Find it by source

   Filter by source type and ID — the invoice, payment or case that generated it — rather than scrolling by date.

2. Read the status

   Skipped means it was never attempted. Failed means it was attempted and rejected.

3. Read the provider response

   Most failures name their cause: invalid number, unreachable handset, bounced address, blocked sender.

4. Check the recipient details

   The address used is recorded on the message. Compare it against the resident record.

5. Fix the source, not the message

   Correcting the resident's phone or email is what fixes the next hundred messages.

Where messages come from

Because everything lands in one ledger, delivery status is available to every module without each one building its own tracking.

Mailbox and chat

• Mailbox holds email conversations, with threads and archive.
• Chat carries direct messages — operator to operator, and operator to resident where enabled.

Both are conversation surfaces; the tracker is the audit surface. Use chat to talk, use the tracker to prove.

Message frequency

Automated messaging can become harassment quickly when several engines each have a reason to write to the same person. Collection strategies carry a max contacts per week guard counted across all channels, precisely for this reason. Where you add new automated messaging, check what else already writes to that audience.

Common problems