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Managing the Tenant Chat

Use Tenant Chat to let tenants contact management directly or receive help from the Tenant AI Assistant.

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Written by Bill Cheng

Enable Tenant Chat

  1. Go to User Roles.

  2. Find the tenant role you want to update and open its dropdown menu.

  3. Click Edit.

  4. In the Chat section, select Full Access.

  5. Click Save.

Tenants with this role will see a Chat option in their support section and can message management directly.

Configure the Tenant AI Assistant

  1. Open Tenant AI Chat.

  2. Personalize the assistant by updating its name and icon, then review the tenant preview.

  3. To let tenants personalize their own assistant, enable the applicable toggle. They will still see your settings by default.

  4. Enable the Tenant Assistant toggle.

When enabled, tenants are greeted by the assistant when starting a new chat. The assistant can answer basic questions about maintenance requests, upcoming payments, and lease details. Questions it cannot answer are escalated to management, and staff can join any conversation at any time.

Configure Chat Options

From the AI settings, you can enable:

  • Suggested questions, which appear when tenants start a new chat.

  • Answer sources, which show tenants where an answer came from.

  • The unread-message setting, which can keep assistant chats marked as read until they are escalated.

View tenant chats in the Portal section of the Inbox. This includes both escalated chats and conversations still handled by the assistant.

Create Approved Answers

  1. Open the Answer Manager tab.

  2. Review saved answers, which the assistant uses to respond to tenant questions.

  3. Click Generate Suggestions to create suggested questions from your past tenant messaging history.

  4. Click Create answer for a suggestion, or create an answer manually.

  5. Enter the question and the response tenants should receive.

  6. Select an answer category.

  7. Optionally limit the answer to specific properties or units. Only tenants with leases connected to those units will receive it.

  8. Save the answer.

Use categories and property or unit filters to find saved answers later. You can also Edit or Archive existing answers.

Limit What the Assistant Can Answer

Return to the AI settings to control which answer sources and categories the assistant can use. For example, disabling maintenance requests prevents the assistant from answering questions about current maintenance status or using saved answers in the Maintenance category.

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