Operations
Faster Issue Response in Buildings via SMS
Allow tenants to report maintenance issues directly to your dispatcher by SMS, create follow-up workflows, and confirm technician assignments.
Facilities management
The situation
Facilities management
Tenants and occupants want a simple channel to report facility problems, but support calls get missed and web forms aren’t always convenient.
A practical workflow
- Occupant texts an issue (e.g., 'leaking tap, Apt 3B') to the building’s service number managed in SMSMobileAPI.
- Issue is logged and dispatcher reviews, assigns a technician, and confirms the scheduled fix by SMS.
- If flagged as urgent (e.g. water outage), a human reviews and escalates per internal priority rules.
Why it helps
Facility teams react faster and keep clear audit trails of incidents. Tenants are updated reliably by SMS, even when phone lines are busy.
What to check first
Automation can only assign routine issues. Critical incidents or those marked urgent must be manually escalated and checked by staff.
Questions for this activity
Can tenants send photos or attachments?
No, SMS does not support images. For detailed issues, follow-up instructions can include a link to a web form.
How can we segment issues by building or floor?
You may assign different numbers or set up workflow filters for keyword-based routing within the dashboard.
