Communications and the unified inbox
The communications layer is meant to give operators one place to see what customers are asking for, what automation has already happened, and when a human should step in.
What this article covers
Which channels are surfaced together
How operator visibility and follow-up work
Why the inbox matters for support continuity
Inbox and communications workflow
Communications Center: Path: /admin/communications Channel Features --------- ---------- AI Calls Real-time transcript, tool calls, sentiment SMS Templates, automation, delivery tracking Email Templates, campaigns, open tracking Portal In-app notifications "Unified communications - every customer interaction in one place. AI calls with live transcripts, SMS and email with templates, all logged to the customer record." ---
Tasks and Alerts: Path: /admin (dashboard alerts) or via command palette Alert Priority Action ------- ---------- -------- Payment Overdue High AI collections call Low Inventory Medium Adjust pricing Maintenance Due Low Create task Move-In Today Medium Prepare unit Lease Expiring Medium Renewal outreach Feature Description --------- ------------- Categories Maintenance, Collections, Move-in, Move-out, General Assignment Assign to staff members Due dates With reminder notifications Automation Tasks created by automation rules "The system creates tasks automatically based on triggers - payment overdue, move-in scheduled, maintenance due. Staff see their task queue with priorities and due dates." ---
Next steps
Review this alongside the AI voice guide when planning after-hours coverage.