> ## 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. # 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 generate**d based on your Intake Settings and the specific responses they provide at each step of the flow Now ***even your non-emergencies get enhanced troubleshooting during intake for an extra \$0.50 per unit per month!*** (A follow-up call from our team and video troubleshooting with residents is still reserved for emergency issues only.) Intakesettings(2) Pn

Sign up below for early access to ***thorough troubleshooting on every work order, not just emergencies, for just \$0.50 per unit per month***. ### **Resolved Bugs** 1. **No More Tag Prompts on Already-Tagged Conversations** We’ve fixed a bug that was causing unnecessary interruptions when ending SMS 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. **What’s fixed:**\ \ Now, if a conversation is already tagged, you can hit **End Conversation** without any pop-up messages. Quick, clean, and done. Big thanks to **Key Renter St. Louis West** for reporting this bug! 2. **Clearer Error Message When Adding Existing Users as Service Providers** We’ve improved how we communicate a rare issue to make the next steps more straightforward. **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. **What’s new:**\ \ You’ll now see a clear message that explains the issue and guides you to contact support if you need help. ### **Key Process Changes** 1. **Resident Notifications for Recall Cancellations** We’ve made a small but important update to how we handle duplicate or recall work orders—so your residents aren’t left in the dark. **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.. **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. 2. **Clarifying Follow-Ups When the Property Manager or Escalation Contact Is Also the Service Provider** We’ve clarified a key process to ensure smoother coordination and reduce confusion during emergency maintenance situations. **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. **What’s new:**\ \ 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. **What this means for you:**\ \ You can count on consistent communication and timely updates—even when your preferred provider also fills other roles in your account setup. 3. **Streamlined Task Creation for Work Order Escalations** We’ve cleaned up an internal process to make sure we handle emergency escalations faster and more clearly. **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. **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. **Not Receiving These Notifications? Here’s How to Turn Them On:** Manage who gets notified and how for specific work order tasks. ### **We’re Building for You** Got 60 seconds? Help shape the future of Latchel. We want to hear from the people who matter most: **you**. **Tell us: What’s working? What’s missing? What would make your job easier?** Your insight helps us build features that ***actually*** solve your problems. Let’s create the tools you’ve been waiting for. ### **Interested in learning more about Latchel's products? Book a meeting with us.**