What this helps you do
Conversations are your one-to-one messages with an individual, both replies you receive and messages you start. Replies arrive on two rails, Blasts and email, and land in the same inbox. Your team sees who is replying to whom right now, can assign a thread to a colleague, and keeps private staff notes on each person. Everything with one person stays together in a single thread you can find again by searching their name, email or a word from the message.
When to use it
Use it when a resident replies to ask whether the shutoff affects their stack, to say that Tuesday does not work for the technician, to report that the gate is still open, to ask about a package, or when you want to follow up with one household after a complaint.
How to do it
- Open Conversations.
- Read replies as they arrive, or click New conversation to message anyone connected.
- Reply in the thread; the Hub answers on the rail the person uses, Blasts or email.
- Assign a thread to a teammate when someone else should take it.
- Open the person's page for their history, RSVPs, household, and staff notes that are never shown to the person.
- Search by name, email, or message text to find any thread.
Example
After the Building B shutoff notice, a resident replies that she works nights and cannot be without water until noon. It appears in Conversations. The manager assigns it to the maintenance lead, who arranges a hose bib on the landing, opens the work order in the property system where it belongs, and adds a staff note so the next person who reads the thread knows what was agreed.
Good to know
- The Hub is not a maintenance-ticketing system and does not hold your work orders: a reply is a request your team still enters wherever you track maintenance.
- Replies can be turned off per Blast, for example on a parking enforcement notice; a reply to such a Blast is marked so you know the context.
- A Leader only sees replies from the audiences they are granted.
- Staff notes on a resident's page are private to your team and are never shown to the resident.
- STOP and START are handled automatically on both rails, and the resident's page shows their opt-out state.
- Receiving is free for residents; a reply they send uses their own Blasts credits, never the community's.