Communication at the Facility Level

Communication at the Facility level lets you view and send emails and SMS messages for a single facility, send mass notifications to that facility's tenants, and set the hours during which SMS messages can be sent. Everything you see and act on is limited to the one facility you are working in.

Therefore, communication at the Facility level is useful if you handle day-to-day tenant communication for your own location. In contrast, communication at the Corporate level brings together emails and SMS messages across every facility your company runs.

At the Facility level, communication covers the email and SMS messages of one facility, so you work only with the conversations that belong to your location. The feature has three channels: Emails, SMS, and Mass Notifications. Emails and SMS let you view past messages and send new ones to individual tenants, while Mass Notifications lets you reach all current tenants via email at once or generate documents for print distribution.

At the Facility level you see and act on communications for one facility only, whereas at the Corporate level you see and act on communications across all facilities. In practice, the email lists of Received, Sent, and Draft emails contain only the emails sent to and from the facility you are in. Likewise, the SMS list shows only conversations with tenants of that facility.

Our Support team handles setup at the Facility level in the same way as at the Corporate level: the team configures your company's and facility's email domains and the facility's phone number before you start using the feature - you don't set any of this up yourself. If something isn't working, for example, emails can't be sent or the facility's number isn't active, contact our Support team.

You can open communication at the Facility level the same way as at the Corporate level. There are two ways to open it:

Communication at the Facility level covers three channels - emails, SMS messages, and mass notifications. Each channel has its own area for viewing past and/or present communications and sending new ones for the facility you are in.

Emails at the Facility level work the same way as at the Corporate level, with one difference: the Received, Sent, and Draft tabs show only the emails exchanged between this facility and its tenants, rather than emails across every facility.

Sending a new email with Mail or Mail from Template, the behavior of empty tabs, and the four email statuses all match the Corporate level.

SMS at the Facility level works the same way as at the Corporate level, with one difference: the conversation threads show only the messages exchanged between this facility and its tenants, rather than messages across every facility.

The following functionalities all match the behavior at the Corporate level:

Finding a conversation works the same way at the Facility level as it does at the Corporate level. You can scroll through the list of conversations and click the one you want to open, or use the Search bar to find a tenant or recipient by their name or phone number.

Filtering, however, is slightly different: you can still filter the conversation list by Status to show only Read or Unread conversations, but unlike the Corporate level, there is no Facility filter, because you are already working within a single facility.

Mass Notifications is a functionality specific to the Facility level which lets you reach all active tenants of the facility at once, rather than messaging them one at a time.

There are two options:

The core value of this functionality is speed and coverage - one action reaches the whole facility instead of dozens or hundreds of individual messages, which saves time and reduces the chance a tenant gets missed.

At the Facility level, you can set the working hours during which SMS messages are sent for the facility. This helps protect the tenant experience and supports compliance with messaging regulations, which restrict texts sent outside set hours in the recipient's local time zone.

You can:

No. The Facility level shows communications for one facility only. To see emails and SMS across every facility your company runs, switch to the Corporate level.

At the Facility level you are already working within a single facility, so a Facility filter would have nothing to narrow down. You can still filter conversations by Status to show only Read or Unread conversations. To filter across multiple facilities, use the Corporate level instead.

The email system is set up by our Support team. If emails are not sending, confirm that the facility's email domain is set up and that the tenant has a valid email address, then contact our Support team if the problem continues.

If an SMS could not be delivered, the message appears in the thread starting with Message not sent followed by the reason. The reasons and how to resolve each one are the same as at the Corporate level.