Overview

The Communications Hub is a secure, single-use link sent to residents via email and SMS. It provides a centralized place for residents to track their service requests, communicate with property staff, and stay informed from the creation of a work order through to completion.

Requirements

• Enablement: Admins must enable the Communications Hub in Communication Settings.
• Notifications: Notification settings are configurable at the property level to support different resident experience needs across the portfolio.
• Google Reviews: To prompt residents to leave a Google review after a high survey rating, properties must add their Google Business URL on the Property Details page. If no URL is configured, residents are redirected back to the Communications Hub after completing the survey.

Key Concepts

Resident Access and Expiry

When a task is created, the resident receives an email or SMS containing service request details, the current stage of the request, the option to cancel, and a secure link to the Communications Hub.

The Communications Hub remains accessible to residents while a work order is open and expires 48 hours after the work order is closed.

Resident Capabilities

Within the Communications Hub, residents can:

• View the status, progress, and activity updates of their work order.
• Communicate directly with technicians or supervisors.
• Attach files for additional context (supported formats: JPG, PNG, MP3, MP4, PDF, and DOC).
• Grant or revoke Permission to Enter.
• Request changes, including rescheduling service dates.
• Add the service appointment to their calendar.
• Cancel the request.
• Opt in or out of email and SMS notifications (released March 2025).
• Provide feedback via post-service surveys.

Task Updates and Notifications

Residents automatically receive updates via email or SMS when changes are made to a task, such as when a task is assigned to a technician. Messages are logged for easy tracking, and both residents and technicians receive notifications when new direct messages are sent.

The following notifications are sent to residents:

• Request received: Sent when a service request is created.

• Work scheduled: Sent when work has been scheduled.

• Day-of reminder: Sent at 7:00 AM on the scheduled service date (property time zone).
• Request on hold: Sent when a work order is placed on hold.
• Request completed: Sent when a work order is marked complete.

• New messages: Sent when new direct messages are available.

Resident Feedback Surveys and Reviews

Once a task is marked complete, the resident receives an email inviting them to complete a feedback survey.

• Residents must submit the survey before viewing additional details of the completed service request.
• During the survey, residents can choose whether they would like to be contacted.

• Ratings of 4 or higher: Prompt the resident to leave a Google review.
• Ratings of 3 or lower: Prompt the resident to request a follow-up from onsite staff.

Supervisors can review survey results directly within Happy Property Tasks to monitor resident satisfaction.