NOTE: _This is a different number than your**Latchel-Assigned Phone Number**, which is given to residents to submit work order_s.

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Initiate an SMS Conversation

From the work order page, the resident section is located at the center. Click the corresponding SMS icon of the resident that you want to contact.

Then place your concern on the pop-up message that will show in the lower right corner. Hit Enter on your keyboard to send the message.

NOTE: Please remember that if you cannot send an SMS message to someone, check the SMS icon to see if the number is valid or textable. A red icon will appear next to the number if at any point we attempt to send an SMS message to that user and the message fails to be delivered. This can happen if the number is a landline, disconnected, etc. When this happens, we mark it as an undeliverable message to prevent any new messages from being sent to it. If the number is invalid as such, please escalate the issue to our Customer Success team by emailing success@latchel.com.

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Open Incoming SMS Messages

From the top right corner of your dashboard, click the SMS icon.

In the message section, you will immediately notice if there’s a pending message on the top portion. You can click the Pending Message section to have a full view of the pending messages. 

Also, in the message section, your previous conversations are under the My Messages tab, and you can also view the other conversations of your teammates under the My Team tab.

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Assigning SMS Messages to Yourself or Team Members

Click the ellipse icon on the upper right-hand side of the SMS interface.

Select Assign Conversation and assign it to the appropriate person.

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Closing/Ending SMS Messages

Click on the ellipse on the right-hand side of the SMS interface to End the Conversation, or Close Window.

You may choose End Conversation if you are still waiting on a reply but would like to completely close out the SMS conversation. This will also unassign the team member that had been working on it previously.

If you choose Close Window, this option is to close the conversation window in your portal but leave it active. This option leaves the conversation assigned to you and allows you to access or return to it later.

NOTE: Close Window keeps the conversation assigned to the team member who last responded. And when a new SMS comes in, the messages will be automatically assigned to you.

How to Enable Service Provider Locked-In on a Work Order (New Experience)How to Add Resident's Move-In/Move-Out Dates