Automated Pro Messaging

The Automated Pro Messaging system revolutionizes vendor coordination by enabling AI-powered automated responses that save property managers hours of manual messaging work while improving response quality and responsiveness. This feature allows you to gradually enable automation under your complete control, progressively working toward 100% automation for routine vendor communications.

Core Value Proposition

• Save Time: Automate routine vendor coordination messages, freeing up hours per week
• Improve Quality: Consistent, professional responses based on your rules and guidance
• Increase Responsiveness: Average response time of 3.2 minutes vs. hours for manual responses
• Maintain Control: Gradual rollout with full oversight, approval workflows, and intervention capabilities
• Full Transparency: Complete audit history and analytics for every interaction

Intelligent Message Handling

TIDY Concierge automatically handles 35+ common vendor communication scenarios, organized into key categories:

Scheduling & Coordination

• Scheduling questions
• Reschedule requests
• Cancellation requests
• Running late notifications
• Job status updates

Property Access & Logistics

• Property access issues
• Lockbox/key questions
• Gate codes and entry
• Parking instructions
• Tenant coordination

Operations & Maintenance

• Equipment/supplies requests
• Damage or issue reports
• Maintenance requests
• Repair updates
• Material/supply delays
• Subcontractor coordination
• Weather-related issues

Financial

• Payment questions
• Invoice/billing questions
• Quote/estimate requests
• Scope of work changes
• Additional work requests

Safety & Escalation

• Safety concerns
• Emergency situations (auto-escalate)
• Theft/vandalism reports
• Injury/accident reports
• Legal matters (auto-escalate)

Granular Control Settings

You maintain complete control over how Concierge operates on your behalf:

Outbound Notifications

Control what proactive messages Concierge sends:

• Job requests
• Job reminders
• Payment reminders
• Job completion notifications
• Cancellation notices
• Custom notification types

Response Categories

Choose which message types Concierge should respond to from 35+ available categories.

Smart Scheduling

Control when Concierge operates:

• Wait time before responding (0-1440 minutes)
• Skip wait time for quick vendor responses
• Active hours by day of week
• Business hours only mode
• After-hours protocols

Authorized Actions

Define what Concierge can do on your behalf (25+ action types available):

• Reschedule jobs
• Cancel jobs
• Edit job criteria
• Create job requests
• Approve additional work
• Approve/edit invoices
• Send payments
• Approve/request quotes
• Grant property access
• Provide lockbox codes/parking instructions
• Coordinate with tenants
• Arrange inspections
• Dispatch emergency services
• Order supplies
• Coordinate subcontractors
• Update job notes
• Request documentation/photos
• Confirm job completion
• Handle vendor complaints
• Assign alternate vendors
• Adjust work schedules
• Authorize overtime

Each action type can be customized with specific guidance rules.

Intelligent Rules Engine

Common Scenarios

Pre-built guidance for typical situations that you can customize with your preferences:

• Pro needs to cancel
• Pro needs to reschedule
• Pro cannot access property
• Pro cannot park
• Pro reports damage

Custom Scenarios

Add unlimited custom rules for your specific needs and unique situations.

General Action Guidance

Overarching policies that apply across all actions to maintain consistency.

Communication Style Controls

Customize how Concierge communicates on your behalf:

• Formality level (casual, professional, formal)
• Friendliness tone (warm, neutral, business-like)
• Assertiveness level (passive, balanced, assertive)
• Emoji usage preferences
• Custom greetings and sign-offs
• Brand voice guidance

Escalation Rules

Automatic escalation protocols for urgent situations:

• Emergency keyword detection (fire, flood, ambulance, etc.)
• Legal keyword detection (lawsuit, lawyer, attorney, etc.)
• Insurance claim detection
• Custom escalation contacts
• SLA timings (default: 15 min)
• After-hours protocols

Property & Vendor-Specific Instructions

Property Concierge Notes

Store property-specific information that Concierge can reference:

• Gate codes and access instructions
• Lockbox locations and codes
• Parking details
• Supply locations
• WiFi credentials
• Alarm codes
• Special instructions
• Emergency contacts

Vendor Concierge Notes

Vendor-specific handling guidance:

• Communication preferences
• Special requirements
• Historical context
• Performance notes

Intelligent Calling Features

Inbound Call Handling

Concierge can answer and handle calls from your pros:

• Enable/disable inbound calls
• Concierge answers calls automatically
• Custom call handling instructions
• Business hours only mode
• Configurable call hours
• Custom voicemail greeting
• Maximum call duration limits (1-60 min)
• Call priority escalation
• Property-specific escalation protocols

Testing & Simulation

Concierge Simulation

Test your settings before going live with 7 pre-built test scenarios covering common situations:

• Pro wants to cancel last minute
• Pro cannot access property
• Pro asks about payment
• Pro reports damage
• Pro needs supplies
• Emergency situation (escalation test)
• Legal threat (escalation test)

For each test, you can:

• See the expected response with confidence score
• View which rules were applied
• Check response timing
• Review historical test results
• Validate emergency detection and escalation

You can also test custom messages to see how Concierge would respond.

Comprehensive Analytics Dashboard

Performance Metrics

Track 6 key performance indicators with trend analysis:

• Messages handled
• Response accuracy percentage
• Average response time
• Intervention rate (how often you need to step in)
• User satisfaction rating
• Cost savings estimation

Activity Log

Every message is tracked with complete details:

• Timestamp
• Vendor message
• Concierge response
• Scenario category
• Status (sent/edited/rejected)
• Confidence score
• Rules applied
• Feedback given

Visualization Features

• Interactive donut chart by message category
• Bar chart by action type
• Response time distribution
• Timeline chart showing activity over time
• Click any chart segment to drill down
• Filter by date range (today, week, month, all time)
• Color-coded confidence levels
• Trend indicators (up/down/neutral)
• Export capabilities
• Real-time updates

Continuous Learning & Feedback

Feedback System

Help Concierge improve over time:

• Provide feedback on any automated response
• Rate response quality
• Suggest improvements
• Track feedback resolution
• System learns from your corrections

Suggested Responses

In message threads, Concierge can suggest responses for your review:

• AI suggests responses for incoming messages
• Shows reasoning behind suggestion
• One-click acceptance
• Edit before sending
• Dismiss if not helpful
• Provide feedback to improve
• Upgrade prompts to enable auto-send

Complete Audit Trail

Full History Tracking

Maintain compliance and visibility with complete records:

• Every message sent/edited/rejected logged
• Timestamp tracking
• Rule application history
• Confidence scores archived
• Feedback correlation
• Exportable for compliance
• Searchable archive

Escalation Notifications

• Real-time alerts for urgent messages
• Summary of escalated items
• Quick-jump to escalated threads
• Escalation reason tracking