Before you begin
- Check the tenant, home and conversation subject before writing.
- Decide whether the issue belongs to a general conversation or an existing repair request.
- Staff should review recipient scope and the relevant template before using the composer.
The illustrations use fictional demonstration records. Follow your organisation’s review and approval process before issuing changes.
Keep requests, replies and agreed availability together instead of reconstructing them from separate inboxes.
What the workflow coordinates
Template placeholders and event messages are presented with a simulated outbox and scheduled states. Working hours and public holidays defer routine automatic email/SMS; urgent repair staff alerts are shown as immediate exceptions.
What people review
Tenants and staff choose the relevant record, verify recipients and review the content; people decide how to handle disputes, sensitive replies and unresolved repairs.
Choose the existing conversation
In the tenant portal, open Messages and select the subject matching the discussion. Read the names and timestamps before replying so another office colleague can follow the context without asking the tenant to repeat it.
The subject and existing exchange match the issue you intend to discuss.
The subject and existing exchange match the issue you intend to discuss.
Reply in the thread or start a new subject
Enter the next useful detail in Write a reply and use the send icon, or choose New message for a separate issue. Keep access availability and other agreed details in the relevant thread instead of mixing several unrelated requests.
The reply has a clear purpose and belongs to the selected conversation.
The reply has a clear purpose and belongs to the selected conversation.
Keep repair updates with the repair
Sofia Nikolaou has no repair request in the reviewed account. No request detail is available to illustrate. Use the adjacent current record or contact the team to confirm this workflow’s availability.
Repair detail and continuing information
Sofia Nikolaou has no repair request in the reviewed account. No request detail is available to illustrate.
Confirm current availability before attempting this stage.
Review staff-side tenancy context
Staff can open Messages → Inbox and search by tenant, subject or unit before choosing the thread. Check its linked tenant, tenancy and unit, then prepare a reply; the placeholder states that the tenant sees the reply in the portal.
The staff response is being prepared for the correct tenant and linked tenancy.
The staff response is being prepared for the correct tenant and linked tenancy.
Prepare a wider notice deliberately
For a new outgoing notice, open Compose and choose a tenancy, a building or contacts, then review the recipient panel. Select Email or SMS, optionally use a template and inspect the wording and preview before Send now.
The recipient count and list, channel and message preview match the intended notice.
The recipient count and list, channel and message preview match the intended notice.
Review notices and the outgoing queue
Tenants can open Notifications for recorded email/text subjects and timing, while staff use Sent & scheduled for recipient, creator, channel and status. Staff should check shared quiet hours when a routine message is queued: automatic messages wait for working time, while urgent repair alerts to staff are the stated exception.
You can distinguish a conversation reply, a recorded notification and a scheduled outbound message.
You can distinguish a conversation reply, a recorded notification and a scheduled outbound message.
What you should have at the end
Both sides can return to a dated discussion, and staff can explain which notices are recorded, queued or simulated.
Demonstration notes and availability
- Reviewed against the official demo at demo.estatereal.io. Screenshots are native 3× captures in English/light mode. Preset records and enabled functions can change.
- This review followed navigation, record tabs and unsaved forms. It did not submit payments, signatures, invitations, messages or irreversible record changes.
- Current demo limits: Sofia Nikolaou has no repair request in the reviewed account. No request detail is available to illustrate.
Useful answers
Are Messages and Notifications the same thing?+
No. Messages contains two-way conversations; Notifications lists subjects and timing for recorded outbound emails and texts.
Why is a routine automatic message waiting?+
The demonstrated quiet-hours policy queues automatic rent, arrears and repair messages outside working days/hours and holidays. Urgent repair alerts to staff are the explicit exception.
Should staff use a template without checking recipients?+
No. The composer provides a recipient list and preview, so the recipient scope and wording should be reviewed before the simulated send.
Is Slack a separate connection for every company?+
The account connects once to the workspace, and each company chooses its channel and alert events. All Slack activity shown here is simulated.