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OpenClaw recipe

Multi-Channel Resident Message Router

aka “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.

House RecipeWork5 min
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INGREDIENTS

✉️Email

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

  1. Connect all resident-facing channels (email, SMS, portal, chat)
  2. Define categorization rules and routing map (leasing vs. maintenance vs. accounting)
  3. Set SLA targets per category
  4. Configure acknowledgment templates
  5. 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
Tags:#property-management#resident-experience#communication#sla#automation

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