The Communications Hub is a single-use link sent via SMS and email to residents. It serves as the gateway for residents to:

• View the status of their work order
• Communicate with technicians or supervisors
• Track activity and updates
• Grant/revoke Permission to Enter
• Request rescheduling of service dates
• Provide feedback via post-service surveys
• Opt in or out of notifications (Released March 2025)
• Messages are logged for easy tracking.
• Notifications alert residents and technicians of new messages.
• File attachments (JPG, PNG, MP3, MP4, PDF, DOC) can be sent for additional context.

To enable the Communication Hub, Admins can configure those Communication Settings here.

The Resident Experience

1. Resident Receives Email Notification:

   • Once the task is created, the resident receives an email with:
     • Service request details
     • The current stage of the request
     • The ability to cancel the request
     • A link to the Communication Hub

2. Resident Access to the Communication Hub

   • Clicking the link in the email takes the resident to the Communication Hub, where they can:
     • Close the service request
     • See the status of their request
     • Communicate with the technician or supervisor
     • See the Activity of the service request
     • Track the progress
     • Give permission to enter
     • Request a change (this can be a change to the scheduled date)
     • Add the scheduled service request to their calendar (mail with the service date, technician details, and a link to add the appointment to their calendar.
     • Opt in/out of email/ SMS notifications

3. Any Changes or Updates to a Task:

   • When there are any changes or updates made to a task, the resident will receive updates via email or SMS. For example, if the task has been assigned to a technician, the resident will receive an email stating the update.

SMS Example

Email Example on Mobile

Desktop Email Communication Example

Service Scheduled Example Email

Resident Feedback Survey:

• When this task is complete, the resident gets another email notification. The resident will receive an email inviting them to complete a survey.

   

• They must fill out the survey before viewing further details of the completed service request. They can also choose whether they would like to be contacted and they can also submit it.

• Ratings above 4 will prompt the resident to leave a Google review, while low ratings 3 and below will ask if they want to discuss the issue further with onsite staff. If the resident clicks Open Google Review they are taken to the properties Google page.

Google Business URL in Property Settings

Customers can link their Google Business URL on the Property Details page. This URL is included in the resident feedback email sent upon work order completion, inviting residents to leave a review on Google. While you can technically add any URL to this field, it is labeled as “Google Business Review” on the frontend and displays a Google icon.

If not residents will be directed back to the Communications Hub home screen.

Reviewing Surveys in HappyCo Property Tasks

1. Survey Results:
   • After completion, supervisors can see the survey results directly within the system to understand the resident’s satisfaction level.