Portal messaging and two-way communication

## Overview Every maintenance ticket has a per-stakeholder messaging thread accessible from a tokenised public URL — no app login required. Replies from all parties route into a single **Conversation tab** on the workbench. ## Stakeholder threads | Stakeholder | Portal access | |---|---| | Tenant | Public maintenance status page (linked from SMS/WhatsApp/email) | | Tradesperson | Work diary and job page | | Landlord | Approval and decision portal | ## Sending a message from the workbench 1. Open a ticket on the **Maintenance Workbench**. 2. Switch to the **Conversation tab**. 3. Select the recipient (tenant, tradesperson, or landlord). 4. Type your message and send. It is delivered via the recipient's preferred channel (SMS, WhatsApp, email, or in-portal). ## How replies arrive When a stakeholder replies from their portal, the message: 1. Appears in the **Conversation tab** with a notification badge 2. Is recorded in the ticket timeline 3. Triggers an in-app notification to the assigned property manager ## Channel routing The channel used for outbound messages follows the company's communications settings: - Working hours throttling applies to non-emergency messages - Emergency tickets bypass batching and send immediately - Tenants who have connected WhatsApp receive messages there by default ## QR code entry points Tenants can reach their portal by scanning a QR code on site. QR codes are generated per property and are available from **Properties → QR codes**. ## Related - Help: Two-way portal messaging - Tour: `two-way-portal-messaging` - KB: [bulk-letter-merge-guide](kb://bulk-letter-merge-guide)