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Operations → Communications Every SMS, email and push notification the platform sends lands in one ledger. That is what makes “did the tenant actually get their invoice?” a question with an answer.

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The delivery tracker

The tracker is the operational record of outbound messaging.

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Statuses

Messages move through a lifecycle rather than being simply sent or not:
Sent is not delivered. A message handed to a provider can still fail at the network. When a resident disputes receiving something, check for delivered, not sent.

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Diagnosing a message that never arrived

1

Find it by source

Filter by source type and ID — the invoice, payment or case that generated it — rather than scrolling by date.
2

Read the status

Skipped means it was never attempted. Failed means it was attempted and rejected.
3

Read the provider response

Most failures name their cause: invalid number, unreachable handset, bounced address, blocked sender.
4

Check the recipient details

The address used is recorded on the message. Compare it against the resident record.
5

Fix the source, not the message

Correcting the resident’s phone or email is what fixes the next hundred messages.

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Where messages come from

Because everything lands in one ledger, delivery status is available to every module without each one building its own tracking.

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Mailbox and chat

  • Mailbox holds email conversations, with threads and archive.
  • Chat carries direct messages — operator to operator, and operator to resident where enabled.
Both are conversation surfaces; the tracker is the audit surface. Use chat to talk, use the tracker to prove.

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Message frequency

Automated messaging can become harassment quickly when several engines each have a reason to write to the same person. Collection strategies carry a max contacts per week guard counted across all channels, precisely for this reason. Where you add new automated messaging, check what else already writes to that audience.

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Common problems