Resident Comms Hub
Offer text, email, and portal updates — without losing the thread
Residents reach out on every channel imaginable. This recipe catches messages from email, SMS, portal, and voicemail — categorizes them, routes to the right team, acknowledges instantly, and links everything to one record.
INGREDIENTS
PROMPT
Create an OpenClaw recipe that unifies property management communications: - Ingest from email, SMS, portal, chat, voicemail transcription - Categorize (maintenance, lease, payment, complaint, general) and route - Acknowledge immediately with reference number and response ETA - Link maintenance messages to existing tickets or create new ones - Set SLA timers per category; send scheduled updates on unresolved threads - Enforce privacy: verify identity before disclosing details Acknowledgment SMS: "Thanks — got your message about {{category}}. We'll respond by {{response_time}}. Ref: {{ref_id}}." My PM system is: [AppFolio / Buildium / other]
How It Works
Every inbound resident message (email, SMS, portal, voicemail transcription) gets
categorized (maintenance, lease, payment, complaint, general) and attached to the
correct resident and unit record. Maintenance messages create or link to tickets.
Each message is routed to the responsible queue with an SLA timer, and the resident
gets an instant acknowledgment with expected response time.
What You Get
- Multi-channel intake: email, SMS, portal, chat, voicemail
- Auto-categorization and routing to the right team
- Immediate acknowledgment with reference number and response ETA
- Maintenance messages linked to existing tickets (or new ticket created)
- SLA timers per category
- Scheduled "no update" updates for unresolved threads
- Privacy controls: verify identity before disclosing unit details
Setup Steps
- Connect all resident-facing channels (email, SMS, portal, chat)
- Define categorization rules and routing map (leasing vs. maintenance vs. accounting)
- Set SLA targets per category
- Configure acknowledgment templates
- Set rules for multi-resident units (who sees what)
Tips
- Always verify the sender before disclosing any unit or account details
- Flag harassment or abusive messages and route to a supervisor
- "No update" updates are better than silence — schedule them for stalled threads
- For multi-resident units, enforce message visibility rules to protect privacy
- Review SLA compliance weekly to spot staffing gaps