AI Messaging and the new Conversations experience roll out to all Latchel customers starting October 21, 2026. Don’t see Conversations in your dashboard yet? Email us at success@latchel.com.
In other words:Latchel AI answers resident and service provider messages for you, keeps each one tied to the right work order, and only sends you the ones that need a person.
What This Feature Does
AI answers the routine messages
Messages that don’t need a person, like a quick scheduling update from a service provider, no longer clog up your queue.
Get things done in the conversation
Residents and service providers can schedule, create invoices, leave a review, and more, right from the conversation.
No more tagging or closing
Conversations are tagged to the right work order automatically and marked handled when you respond.
Everything saved on the work order
Each work order has a Conversations tab with its resident and service provider threads.
How Conversations Work for Residents and Service Providers
- When we text a resident or service provider about a work order, the text includes a link to their conversation. It opens in their phone’s browser, with no app to install.
- There’s one conversation per person, per work order.
- If they reply to the text instead of tapping the link, we point them to their conversation and save the text they sent in it, so nothing is lost.
- Residents can also open a conversation from their dashboard by choosing Talk to Us About this Work Order in the work order’s Action Menu.
When a Conversation Needs a Person
Latchel AI handles messages about maintenance and resident benefits. When someone asks for a person, or a message is outside what Latchel AI can handle (a leasing question, for example), the conversation is handed off and the resident or service provider is told they’re being passed to a person:- On work orders Latchel manages, it goes to the Latchel team.
- On work orders you manage, it goes to your team.
How to Reply to a Conversation
Open Conversations.
Click the Conversations icon in your Latchel dashboard. Team shows new conversations that no one has handled yet, and My messages shows the ones you’ve replied to or started.
Mark it as handled.
Open the conversation and click Mark as Handled so your teammates know you’ve got it. If you see that someone else is typing, they’re already on it.
Reply.
Read the whole thread, then type your reply and send it. You can attach photos with the paperclip icon. Replying also marks the conversation as handled.
Rate the conversation.
Rate how Latchel AI handled the conversation. Your ratings help us improve its responses.
How to Message a Resident or Service Provider
Open the work order's Conversations tab.
Open the work order, go to the Conversations tab, and choose the Resident or Service provider tab. Click Open Conversation.
Choose who handles the reply.
Use Handled by to choose whether you or Latchel AI answers their next reply. Pick yourself when you need their answer to decide what happens next.
Send your message.
Type your message and send it. They’ll get a text with a link to the conversation.
Things to Remember
You don’t need to tag conversations to work orders or end them anymore. If someone writes again about the same work order, the conversation simply reopens as unhandled.
AI Messaging doesn’t change your automated notices, like appointment reminders and scheduling links. Those go out the same as before.
Frequently Asked Questions
Which messages does Latchel AI handle?
Which messages does Latchel AI handle?
Text and in-app messages from residents and service providers about maintenance and resident benefits. If someone asks for a person, or the message is about something else, it’s handed off to a person.
Do I still need to tag conversations to work orders?
Do I still need to tag conversations to work orders?
No. Conversations are tagged to the right work order automatically.
How do I close a conversation?
How do I close a conversation?
You don’t need to. Replying or clicking Mark as Handled marks it handled, and there’s no end step.
Where can I see all the messages on a work order?
Where can I see all the messages on a work order?
Open the work order’s Conversations tab. It shows each resident and service provider conversation.
Can my team answer every message instead of Latchel AI?
Can my team answer every message instead of Latchel AI?
Yes. Email success@latchel.com and we can turn off AI replies for your company. Keep in mind that your team will then handle every resident and service provider message.