> ## Documentation Index > Fetch the complete documentation index at: https://help.latchel.com/llms.txt > Use this file to discover all available pages before exploring further. # AI Messaging: How Conversations Work > Let Latchel AI handle text and in-app messages from residents and service providers, and step in only when a conversation needs you. > [!NOTE] > > On October 21, 2026, we’re rolling out a richer messaging experience for Residents and Service Providers, letting them easily take action on their work orders via chat. **Here’s what’s new:** * **One home for messages.** SMS and in-app messages are now **Conversations**, always available from the top right of your screen. ![AI Messaging 1 2](https://mintlify.s3.us-west-1.amazonaws.com/latchel-81/images/AI-Messaging-1-2.png) * **Stay in control of alerts.** Manage how you’re notified of messages needing your attention via [Notification Settings](https://help.latchel.com/s/topic/0TO5e000000h9wqGAA/notification-preferences). * **On a work order page?** The Transcripts tab is now called Conversations. ![AI Messaging 2](https://mintlify.s3.us-west-1.amazonaws.com/latchel-81/images/AI-Messaging-2.png) * **On Autopilot?** Messages from Residents and Service Providers are now handled by AI, included through the end of our [Autopilot AI rollout](https://latchel.com/latchel-autopilot-ai-product-launch/). If a message is outside the AI’s scope, or someone asks for a team member on a work order you manage, we’ll transfer it to you. > [!TIP] > > **Not on Autopilot but want to learn more about about AI replies?** Email us at [success@latchel.com](mailto:success@latchel.com). Tired of texts like "I scheduled this for tomorrow" landing in your queue when there's nothing for you to do? With **AI Messaging**, text and in-app messages from residents and service providers become **Conversations** that Latchel AI handles for you. You only get pulled in when a message actually needs a person. Every conversation is tagged to the right work order automatically, and the full message history is saved on the work order, so you always have the whole picture. > [!TIP] > > **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** #### 1. 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. #### 2. 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. #### 3. 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. #### 4. 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** #### 1. 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**. #### 2. 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. #### 3. Send your message. Type your message and send it. They'll get a text with a link to the conversation. > [!TIP] > > You can also start a conversation from a resident's or service provider's profile, or their tab on the work order, by clicking **Message Resident** or **Message SP**. ## **Things to Remember** > [!NOTE] > > 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. > [!NOTE] > > 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?** > > 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?** > > No. Conversations are tagged to the right work order automatically. > **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?** > > 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?** > > Yes. Email [**success@latchel.com**](mailto: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.