What's New!
August 11, 2025
The following are the Latchel updates for the week of August 11, 2025.
New Features
Get access to enhanced troubleshooting for non-emergencies and a more customizable Intake experience! Latchel now offers Property Managers increased customization of emergency definitions along with a dynamic intake experience designed to troubleshoot and de-escalate maintenance issues of any severity. That’s right, you will get enhanced step-by-step troubleshooting on every call even if it is a non-emergency. This enhanced troubleshooting feature is only $0.50/unit extra for Latchel customers. This new feature includes:- Create flexible, custom emergency rules in plain language to define what should be an emergency, non-emergency or require your approval before dispatching
- Test your rules against any maintenance issue
- Easily create, edit or delete rules based on your desired intake outcome
- Residents enjoy an intuitive intake experience dynamically generated based on your Intake Settings and the specific responses they provide at each step of the flow
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Resolved Bugs
- No More Tag Prompts on Already-Tagged Conversations
What was happening?
Property Managers were being prompted to “tag the conversation” even when tags were already applied. This created confusion and extra steps, preventing the conversation from properly closing.
Property Managers were being prompted to “tag the conversation” even when tags were already applied. This created confusion and extra steps, preventing the conversation from properly closing.
What’s fixed:
Now, if a conversation is already tagged, you can hit End Conversation without any pop-up messages. Quick, clean, and done.
Now, if a conversation is already tagged, you can hit End Conversation without any pop-up messages. Quick, clean, and done.
Shoutout!
Shoutout!
Big thanks to Key Renter St. Louis West for reporting this bug!
- Clearer Error Message When Adding Existing Users as Service Providers
What was happening?
If you tried to add someone already in the system (like a resident or PM) as a Service Provider, you’d hit a vague error with no clear next step.
If you tried to add someone already in the system (like a resident or PM) as a Service Provider, you’d hit a vague error with no clear next step.
What’s new:
You’ll now see a clear message that explains the issue and guides you to contact support if you need help.
You’ll now see a clear message that explains the issue and guides you to contact support if you need help.
Key Process Changes
- Resident Notifications for Recall Cancellations
What’s changing?
In the past, when we canceled a new work order because it was a recall, residents weren’t always formally notified. Now, they’ll always get a heads-up when a request is closed out as a recall..
In the past, when we canceled a new work order because it was a recall, residents weren’t always formally notified. Now, they’ll always get a heads-up when a request is closed out as a recall..
What this means for you:
No more confusion or follow-up from residents wondering why their request disappeared. You can count on us to keep communication clear and consistent.
No more confusion or follow-up from residents wondering why their request disappeared. You can count on us to keep communication clear and consistent.
- Clarifying Follow-Ups When the Property Manager or Escalation Contact Is Also the Service Provider
What’s changing?
Sometimes, a service provider is also listed as the Property Manager (PM) or Emergency Escalation Contact (EEC). We’ve trained our team and created a clear process for handling these cases.
Sometimes, a service provider is also listed as the Property Manager (PM) or Emergency Escalation Contact (EEC). We’ve trained our team and created a clear process for handling these cases.
What’s new:
The updated process now clearly states:
You can count on consistent communication and timely updates—even when your preferred provider also fills other roles in your account setup.
The updated process now clearly states:
- If the service provider is also the PM or EEC, we’ll still follow our usual communication process—no confusion.
- For Property Damaging (PD) or Emergency Habitability (EH) cases, we’ll resolve everything in one call—no need for additional outreach.
You can count on consistent communication and timely updates—even when your preferred provider also fills other roles in your account setup.
- Streamlined Task Creation for Work Order Escalations
What’s changing?
Before, our team sometimes created tasks even when they weren’t needed. That slowed things down. Now, tasks will only be created if there’s follow-up required—like reaching out to a vendor or rescheduling a job.
Before, our team sometimes created tasks even when they weren’t needed. That slowed things down. Now, tasks will only be created if there’s follow-up required—like reaching out to a vendor or rescheduling a job.
What this means for you:Quicker responses during emergencies, better focus from our team, and the same reliable support—just with a smoother process behind the scenes.
Task Notification Settings
Manage who gets notified and how for specific work order tasks.