Messages

Messaging Overview

How Messaging Works

The platform includes a built-in messaging system that lets you communicate with your tenants without sharing personal email addresses or phone numbers. Messages are sent and received within the portal, and email notifications alert both parties when a new message arrives.

Privacy

When you message a tenant, they see the message in their tenant portal — not in their personal email inbox. The email notification they receive contains a preview and a link back to the portal. Your personal email address and phone number are never exposed. Likewise, you communicate with tenants through the platform, not through their personal contact details.

Email Notifications for New Messages

When a new message is sent, the recipient receives an email notification with:

• The sender’s name (your name or the tenant’s name)
• A preview of the message content
• A link to view and reply in the portal

This ensures messages are seen promptly even if the recipient is not actively using the portal.

Sending Messages

Composing a New Message

1. Go to Messages in the navigation
2. Click New Message (or Compose)
3. Select the tenant you want to message
4. Enter a subject line and your message
5. Click Send

The message is delivered immediately to the tenant’s portal, and they receive an email notification.

Selecting a Tenant Recipient

You can message any tenant in your system, whether or not they have an active lease. The recipient dropdown shows all tenants with their associated property and unit for easy identification.

Message Content and Formatting

Messages support plain text. Keep messages clear and professional. Common uses include:

• Rent reminders or payment arrangements
• Maintenance scheduling and updates
• Lease renewal discussions
• General announcements (holiday hours, property improvements, etc.)
• Responses to tenant inquiries

Receiving and Replying

Viewing Incoming Messages

New messages appear on your Messages page, with unread messages highlighted. The message list shows the tenant’s name, subject, and a preview of the most recent message in the conversation.

Reply Threads

Messages are organized into conversation threads. Each thread represents an ongoing exchange with a specific tenant on a specific topic. Click on a conversation to see the full history and add a reply at the bottom.

Conversation History

The complete history of each conversation is preserved. Scroll through a thread to see all messages exchanged, with timestamps and sender names. This provides a documented record of your communication — useful for resolving disputes or reviewing what was discussed.

Managing Conversations

Message List View

The Messages page shows all conversations, sorted by most recent activity. Each entry displays:

• Tenant name and property/unit
• Subject line
• Preview of the most recent message
• Date of the most recent message
• Unread indicator (if applicable)

Finding Past Conversations

Scroll through the message list or use search to find specific conversations. You can search by tenant name, subject, or keywords in the message content. All conversations are retained indefinitely — nothing is automatically deleted.

Multiple Tenant Conversations

You can have separate active conversations with many tenants simultaneously. Each tenant has their own thread. There is no limit to the number of conversations you can maintain.

Best Practices

Keeping Records In-App

Use the platform’s messaging system for all formal communication with tenants. This creates a timestamped, documented record of every exchange. In the event of a dispute, you can reference the exact conversation and when it occurred.

Response Time Expectations

While there is no enforced response time, responding to tenant messages within 24 hours (during business hours) builds trust and prevents small issues from becoming larger problems. Tenants can see when a message was sent, so timely responses demonstrate responsiveness.

When to Use Messaging vs. Phone

Use platform messaging for:

• Non-urgent communications
• Anything you want documented (payment arrangements, maintenance schedules, lease discussions)
• Announcements to multiple tenants

Use phone calls (outside the platform) for:

• Urgent matters that need immediate attention
• Complex discussions that benefit from real-time conversation
• Sensitive situations that require a personal touch

After a phone call about important topics, consider sending a follow-up message through the platform summarizing what was discussed. This creates a written record of the agreement.