COMMUNICATION

COMMUNICATION & SUPPORT

The Communication & Support module is Leaseora's connected service-management layer. It allows a real estate company to communicate with prospects, clients, staff and vendors; convert questions into trackable inquiries or tickets; apply service targets; notify the correct people; measure satisfaction; collect feedback and reviews; and manage formal disputes without losing the property, lease, maintenance or user context.

Leaseora Jul 30, 2026 62 min read 13 views

LEASEORA

COMMUNICATION & SUPPORT

End-to-End User and Technical Operations Guide

Chats • Property Inquiries • Support Tickets • Canned Responses • SLA • Surveys • Notifications • Feedback • Reviews • Disputes • AI Assistance

For real estate companies, corporate landlords, property managers, support teams, leasing teams, facility teams, legal teams, vendors and customer-success operations

Version 1.0 | July 2026

Purpose of this guide

This guide explains how a real estate company operates Leaseora's Communication & Support module across real-time chat, property inquiries, maintenance conversations, support tickets, assignments, service-level agreements, canned responses, satisfaction surveys, notifications, platform feedback, AI feedback, reviews and formal disputes. It separates everyday operating procedures from technical references for the supplied models, controllers, services, events, notifications, mail classes and AI tools.

Document Control

Item	Details
Document title	Leaseora Communication & Support Module - User and Technical Operations Guide
Version	1.0
Date	July 2026
Owner	Leaseora
Primary audience	Real estate companies, corporate landlords, property managers, support agents, leasing/CRM staff, maintenance teams, legal/compliance staff, customer-success teams and authorised administrators.
Client audience	Clients, tenants, corporate occupiers, prospects and applicants using web or mobile communication and support functions.
Technical audience	Product, engineering, QA, security, integration and platform-operations teams.
Basis	The supplied end-to-end Communication & Support scenario, controller actions, models, services, events, notifications, mail classes and AI tools.
Support	support@leaseora.com \| leaseora.com

How to Use This Guide

Reader	Recommended sections
Company director / operations lead	Purpose, roles, module journey, governance, dashboards, service review, worked examples and go-live checks.
Support manager	Ticket setup, assignment, SLA, escalation, canned responses, surveys, analytics, staffing and quality controls.
Property / facility manager	Chats, maintenance threads, inquiries, notifications, reviews and disputes.
Support agent / customer success	Chat handling, ticket replies, internal notes, canned responses, first-response tracking, status updates and surveys.
Leasing / CRM team	Property inquiries, direct chat, AI chat, notification follow-up and review management.
Legal / compliance	Disputes, evidence, internal notes, auditability, review moderation and sensitive communications.
Technical / QA team	Models, controllers, scopes, events, mail classes, API flows, AI services and user-acceptance testing.

Terminology rule

This guide uses Client in user-facing procedures. Backend class, route, model and field names may use Tenant; those technical names are preserved exactly where relevant.

1 Purpose, Scope and Terminology

Item	Description
Primary scope	Direct and group chat, maintenance chat, listing inquiries, support tickets, categories, tags, departments, assignment, escalation, SLA, canned responses, surveys, notifications, feedback, reviews and disputes.
Context links	Chats and support records can be connected to a Property, Lease, MaintenanceRequest, PropertyListing, landlord, client, vendor or department.
Channels	Web, mobile, API, chat, in-app notification, email, SMS and push where configured.
AI scope	Contextual chat, file analysis, ticket-reply drafting, escalation support, recommendations, summaries and AI-quality feedback.
Management scope	Unread workload, ticket volume, status, response and resolution time, SLA compliance, escalation, satisfaction, NPS, reviews and dispute performance.
Technical scope	Supplied models, controllers, services, events, notifications, mail classes, scopes and WebSocket/Pusher flows.

Key terminology

Term	Operational meaning
Chat room	A participant-based conversation record for direct, group, maintenance or inquiry communication.
Property inquiry	A ChatRoom of type inquiry, linked polymorphically to a PropertyListing.
Support ticket	A formal issue record with category, priority, status, assignment, SLA, escalation, messages, attachments and resolution data.
Internal note	A staff-only ticket note that is not visible to the ticket submitter.
Canned response	A reusable reply template inserted into a ticket or support response.
SLA	A service-level target for first response, resolution and escalation by priority.
SLA breach	A record showing that a response or resolution target was exceeded.
Satisfaction survey	Post-resolution client ratings and feedback, including recommendation intent.
Notification	A targeted message with type, priority, channel, deep link and delivery/read state.
Feedback	General platform or AI-specific quality input.
Review	A rating and comment from one party about another party or a vendor.
Dispute	A formal evidence-based escalation connected to a lease and resolution lifecycle.

Module boundary

Chats and inquiries are conversational. Support tickets create a formal service record. Disputes are formal escalations for unresolved or material issues. Staff should choose the workflow that matches the seriousness, evidence and accountability required.

2 Roles and Responsibilities

Role	Main responsibilities	Key controls
Corporate Landlord / Real Estate Company	Owns communication policy, service standards, staff access, escalation decisions, survey review and dispute outcomes.	Approves sensitive messages, policy exceptions, public responses and formal resolutions.
Support Manager	Configures categories, departments, SLA policies, assignment, escalation, canned responses, reporting and quality review.	Balances workloads and reviews breaches, unresolved tickets and low ratings.
Support Agent / Customer Success	Responds to chats and tickets, records internal notes, uses templates, updates status and schedules follow-up.	Separates client-visible replies from internal notes and records complete actions.
Leasing / CRM Team	Handles listing inquiries, prospect questions, viewings and application follow-up.	Keeps property context accurate and resolves or reopens inquiry rooms appropriately.
Property / Facility Manager	Participates in property and maintenance conversations, coordinates vendors and gives operational updates.	Uses only assigned properties and avoids unsupported completion promises.
Maintenance Vendor	Participates only in assigned maintenance chats and may respond to vendor reviews.	Cannot access unrelated client, lease or support information.
Legal / Compliance	Reviews disputes, sensitive complaints, privacy issues, evidence, escalation and final wording.	Preserves evidence and avoids deleting records required for audit or legal retention.
Client / Tenant / Prospect	Starts inquiries, sends messages, submits tickets and evidence, completes surveys, provides feedback and reviews, and raises disputes.	Must use accurate information and respectful communication.
Leaseora AI	Answers contextual questions, analyses files and drafts support responses or recommendations.	AI output requires human review and does not make binding legal, payment or dispute decisions.
Leaseora SuperAdmin	Configures platform categories, tags, departments, global SLA, notifications, analytics and oversight.	Does not replace landlord ownership of client service decisions.

3 Complete Module Journey

Figure 1. Communication & Support end-to-end service journey

Phase	Business outcome	Principal records
1. Chat and AI assistance	Users communicate in context and receive real-time or AI-assisted responses.	ChatRoom, ChatMessage, AIChatbot, AIChatLog.
2. Property inquiries	Prospect questions become organised listing-specific conversations.	ChatRoom type inquiry, ChatMessage.
3. Support tickets	Issues become formal, assignable, measurable service records.	SupportTicket, SupportTicketMessage / SupportReply.
4. SLA and escalation	Response and resolution targets are enforced and breaches recorded.	SLA, SupportTicketSlaPolicy, SupportTicketSlaBreach.
5. Satisfaction and notifications	Clients receive updates and provide structured post-resolution quality input.	Notification, NotificationPreference, SatisfactionSurvey.
6. Feedback and reviews	The company captures platform, AI, landlord, client and vendor quality signals.	Feedback, AIFeedback, Review, VendorReview.
7. Dispute resolution	Material unresolved issues follow a formal evidence and resolution workflow.	Dispute, DisputeManagement.
8. Analytics and improvement	Management reviews volume, SLA, satisfaction, reviews and dispute outcomes.	Controller analytics, reports and service metrics.

4 Communication Architecture and Record Selection

Leaseora uses different records for different levels of communication. Selecting the correct record at the start prevents important service work from being hidden inside an informal message thread.

Need	Use	Why
Quick one-to-one or group conversation	ChatRoom / ChatMessage	Real-time, participant-based and linked to property, lease or maintenance context.
Prospect asks about a listing	Inquiry ChatRoom	Keeps the conversation linked to the PropertyListing and visible in the landlord inquiry inbox.
Issue requires ownership, status and deadline	SupportTicket	Adds category, priority, department, assignee, SLA, escalation and resolution evidence.
Repeated question	CannedResponse	Provides approved, consistent wording and tracks use.
Post-resolution quality measurement	SatisfactionSurvey	Captures structured ratings and NPS-style recommendation intent.
General product or service suggestion	Feedback	Tracks bug, feature request, complaint, praise or general input.
Performance opinion after tenancy/job	Review / VendorReview	Creates a rating and comment attached to the relevant party or vendor.
Formal unresolved issue	Dispute	Provides evidence, monetary amount, expected date, status history, notes and resolution.

Escalate the record, not just the tone

A difficult chat does not automatically become a formal dispute. When accountability, specialist ownership, SLA or evidence is required, create or transfer the issue into the appropriate ticket or dispute workflow and link the existing conversation.

5 Implementation Prerequisites and Service Governance

Business information and decisions to prepare

☐ Approved support categories, tags and department structure.

☐ Named support managers, agents, supervisors, property managers and escalation contacts.

☐ Business hours, public holidays and time zone for SLA calculation.

☐ Priority definitions for low, medium, high, urgent and critical issues.

☐ First-response, resolution and escalation targets for each priority.

☐ Approved client communication tone, privacy rules and prohibited content.

☐ Canned response library for payments, maintenance, leases, applications and common technical issues.

☐ Rules for internal notes, attachments, evidence and sensitive personal data.

☐ Notification channels, quiet hours and recipient preferences.

☐ Survey questions, rating ownership and low-score recovery process.

☐ Review moderation and vendor-response policy.

☐ Dispute intake, evidence, mediation, approval and resolution policy.

☐ AI usage policy: what AI may draft, what requires human approval and what AI must not decide.

☐ Retention, export, audit and deletion rules for support and dispute records.

Recommended implementation sequence

1. Create ticket categories, tags and support departments.

2. Assign staff and confirm property or portfolio access.

3. Define priority criteria and create SLA policies.

4. Create approved canned responses and escalation templates.

5. Configure notification channels and quiet hours.

6. Test direct, group, inquiry and maintenance chat.

7. Submit and process test tickets through every status.

8. Test assignment, department transfer, escalation and SLA breach handling.

9. Test AI reply drafting, editing and human approval.

10. Resolve a test ticket and complete the public survey flow.

11. Test feedback, review, vendor response and formal dispute workflows.

12. Validate web, mobile, API, real-time events, exports, scopes and permissions before go-live.

Use individual accounts

Every staff member should use an individual account. Shared accounts make it difficult to prove who replied, added an internal note, reassigned a ticket, changed status, resolved a dispute or sent a custom notification.

6 Phase 1 - Chat System and Real-Time Conversations

Steps 1 to 7 explain how landlords, clients, staff, vendors and the AI assistant communicate through the web and mobile chat systems.

Figure 2. Unified ChatRoom architecture

STEP
1

Access the Chat Dashboard

Primary user: Landlord / Staff / Authorised User

Navigate to Chats (/chats). Shared\ChatController@index or the landlord shared instance loads ChatRoom records where the authenticated user is a participant. scopeForUser($userId) enforces participation and scopeActive removes archived rooms from the default view.

Dashboard element	What it shows	Operational use
Room list	Direct, group, maintenance and inquiry rooms.	Open the correct conversation without mixing contexts.
Context	Property, lease, maintenance request or inquiry link.	Confirm which asset or service issue the messages concern.
Participants	Users recorded in participant_ids.	Verify the intended client, staff or vendor can access the room.
Unread count	getUnreadCountForUser($userId).	Prioritise messages that have not been read.
Last message	last_message_id and last_message_at.	Sort and identify recent activity.
Status	Open, resolved or archived as supplied.	Separate active work from completed conversations.
Room type	direct, group, maintenance or inquiry.	Apply the correct handling procedure.

Participation controls visibility

hasParticipant(), addParticipant() and removeParticipant() control room membership. Staff should never add a user merely for convenience when the user does not have a legitimate need to see the conversation.

STEP
2

Create a New Chat Room

Primary user: Landlord / Client / Authorised Staff

Open the create-chat form through Shared\ChatController@create. Select eligible participants, choose the room type and add the relevant property or lease context. participantsByProperty($request) can narrow the eligible list to people connected to a specific property.

Field / decision	Guidance
Room name	Use a clear purpose, property or group name for group rooms.
Type	Use direct for one-to-one, group for several users, maintenance for service work and inquiry for listing questions.
Participants	Include only people who need the conversation. Confirm the correct account before saving.
Property / lease link	Link the room where the conversation concerns a specific tenancy or asset.
Maintenance request	Use the dedicated maintenance chat flow rather than creating an unrelated room.
First message	State the issue or purpose clearly. The NewChatMessage event is fired when a message is sent.

☐ Correct participant accounts selected.

☐ Context record confirmed.

☐ No sensitive information included unnecessarily.

☐ Purpose and expected next action stated.

STEP
3

Send, Receive, Search and Read Messages

Primary user: All Chat Participants

Open a room through @show($chatRoom). Messages are loaded in pages and older records can be retrieved with @loadMoreMessages. @sendMessage creates the ChatMessage, updates the room's last-message fields and fires real-time and notification events.

Action	System behaviour	Control
Send message	ChatMessage created with chat_room_id, sender_id, message, type and attachments.	Review recipient, context and wording before sending.
Real-time delivery	ChatRoomMessage implements ShouldBroadcast and broadcasts through WebSocket/Pusher.	A WebSocket failure should not create a duplicate message.
New-message alert	NewChatMessage triggers notification dispatch.	Respect notification preferences and quiet hours.
Typing indicator	@typing broadcasts a temporary typing signal.	It is not a formal reply or service record.
Mark read	@markAsRead calls markAllAsReadForUser.	Use after opening and reviewing the messages.
Search	@searchMessages performs room-specific full-text search.	Search only rooms the user may access.
Attachment download	@downloadAttachment streams the message file.	Inspect file type and access permission before download.

Messages are part of the service record

Do not promise a refund, waive a charge, admit liability or confirm a legal outcome in chat unless the sender has authority and the decision is also recorded in the appropriate payment, ticket, lease or dispute workflow.

STEP
4

Manage Group Chat Participants

Primary user: Room Creator / Authorised Manager

Use @potentialParticipants to view eligible users not currently in the room. @addParticipants adds new users; @removeParticipant removes a selected member; @leaveRoom allows the current user to leave.

Operation	Before action	After action
Add participant	Confirm legitimate need, role and context.	Tell the room when relevant and verify access.
Remove participant	Confirm assignment ended or access is no longer required.	Ensure future messages are inaccessible to the removed user.
Leave room	Confirm another responsible person remains if work is active.	Reassign any open responsibility outside the room.
Archive room	Confirm work is complete and records are retained.	Room moves out of the active list but remains available under archived scope.

STEP
5

Use the Maintenance Request Chat

Primary user: Landlord / Client / Assigned Vendor

Open the maintenance thread with @showMaintenanceChat($maintenanceRequestId). Leaseora creates or loads the ChatRoom linked to maintenance_request_id. The landlord, client and assigned vendor can coordinate in one thread through @sendMaintenanceMessage.

Recommended message stage	Content to record
Initial acknowledgment	Issue received, current priority and next update time.
Access coordination	Approved visit date, time, contact and access constraints.
Vendor update	Diagnosis, parts or specialist requirement and revised timing.
Client update	Safety advice, temporary workaround and expected next step.
Completion	Work completed, remaining issue, photos or invoice reference.
Closure	Client confirmation or reason the request remains open.

Do not replace the maintenance record

The chat supports coordination. The MaintenanceRequest remains the authoritative record for assignment, status, cost, approval, evidence and completion.

STEP
6

Use Mobile and API Chat

Primary user: Mobile Client / Mobile Landlord / Integration

API\Chat\ChatController provides direct user chat and group operations. @show($request, $userId) loads or creates the direct room; @store sends a message; @downloadAttachment streams a file; @addParticipants and @leaveChat manage group access.

API action	Expected result
show(userId)	Existing direct room returned or a new eligible direct room created.
store(userId)	Message saved once, room last-message fields updated and events fired.
downloadAttachment(messageId)	Attachment returned only after participant authorisation.
addParticipants(chatRoomId)	Eligible users added without duplicating existing participants.
leaveChat(chatRoomId)	Current user removed according to room rules.

STEP
7

Use the Leaseora AI Chat Assistant

Primary user: Landlord / Client / Staff

LeaseoraAI\ChatController and LeaseoraAIService provide a contextual assistant for leases, properties, maintenance, payments and general real estate questions. Mobile clients use API\Mobile\Tenant\AIChatController with OpenAIService.

Action	Purpose	Human control
query	Send a contextual question and receive an AI response.	Verify facts against the active record before acting.
history / search	Review or search previous AI conversations.	Do not treat an old answer as current without checking records.
feedback / addReaction	Rate or react to a response.	Use text feedback for material errors.
exportChat	Export the conversation as PDF/text.	Apply privacy and retention controls.
saveCustomInstructions	Set user-specific AI behaviour instructions.	Instructions must not override policy, access or legal controls.
uploadFile / analyzeFile	Analyse a lease, invoice, contract or other file inside chat.	Confirm file authority and review extracted information.
recommendations	Produce contextual property, maintenance or payment suggestions.	Recommendations are advisory.
deleteSession	Remove a selected mobile AI session.	Follow retention and account policy.

AI chat interactions use AIChatbot and AIChatLog records. AIChatHistoryUpdated and AIChatMessageSent events track conversation activity. AiLeasingChatSummary can email a session summary to the user.

AI is an assistant, not an authorised agent

AI may draft, explain and recommend. It must not independently promise payment outcomes, approve maintenance cost, change lease terms, close a dispute, disclose restricted data or send a binding support response without authorised human review.

7 Phase 2 - Property Inquiries and Landlord Inbox

STEP
8

Start a Property Inquiry

Primary user: Client / Prospect

A client or prospect starts an inquiry from a property listing through API\Mobile\Tenant\PropertyInquiryController@startInquiry. Leaseora creates a ChatRoom of type inquiry, sets inquirable_type = PropertyListing and inquirable_id = listing.id, adds the client and listing landlord, stores the first ChatMessage and fires NewInquiryMessage.

Client action	System result
Open listing and select inquiry	Correct PropertyListing context loaded.
Enter first question	First ChatMessage created in the inquiry room.
Submit inquiry	Client and landlord added as participants.
View My Inquiries	@myInquiries returns the client's active inquiry rooms.
Open messages	@getMessages($roomId) returns the authorised room history.
Send follow-up	@sendMessage adds a message and triggers real-time/notification flow.

One listing, one correct context

The inquiry should be linked to the exact listing the prospect opened. Staff should not answer with pricing, availability or terms from a different unit or property.

STEP
9

Manage the Landlord Inquiry Inbox

Primary user: Leasing / CRM / Landlord

Navigate to Support -> Inquiries (/support/inquiries). LandlordInquiryInboxController@index lists inquiry rooms with scopeByType('inquiry') and scopeForUser($landlordId). Use filters for unread only, property, status and date range.

Action	Procedure	Outcome
Open inquiry	Use @show($roomId); review listing, prospect profile and all messages.	Correct context and response history visible.
Reply	Use @reply; answer accurately and state the next action.	ChatMessage created and ChatRoomMessage broadcast.
Resolve	Use @resolve when the question is complete or converted to another workflow.	ChatRoom.status becomes resolved.
Reopen	Use @reopen when new activity requires further action.	Status returns to open.
Monitor unread	Use @unreadCount for the inbox badge.	Leasing team can prioritise unanswered messages.

Recommended inquiry response standard

☐ Acknowledge the specific property and unit.

☐ Answer only from approved listing and company information.

☐ Clarify availability, price currency and viewing/application process.

☐ Avoid requesting unnecessary sensitive information in chat.

☐ Give a clear next step and expected response time.

☐ Resolve or convert the inquiry when work is complete.

Mobile landlords use API\Mobile\Landlord\InquiryController@index, @getMessages, @reply and @resolve. The same participant, status and property controls should apply across web and mobile.

8 Phase 3 - Support Ticket Setup and Full Lifecycle

Steps 10 to 16 explain how the company configures categories and departments, accepts tickets, responds, assigns, escalates, measures SLA and reports performance.

Figure 3. Support ticket lifecycle, SLA and escalation

STEP
10

Configure Ticket Categories and Tags

Primary user: SuperAdmin / Support Manager

SuperAdmin\Core\TicketCategoryController manages the category and tag catalogue used during ticket intake and reporting.

Action	Purpose	Control
index	List categories with filters.	Review inactive and duplicate categories.
create / store	Create name, description, colour, is_active and created_by.	Use a clear business definition.
edit / update	Change category details.	Consider reporting continuity before renaming.
destroy	Delete a category.	Do not remove a category still required by historical tickets without a migration rule.
toggleStatus	Enable or disable intake use.	Inactive should not appear for new tickets.
updateOrder	Drag-and-drop category ordering.	Put high-use choices first.
tags / storeTag / updateTag / destroyTag / toggleTagStatus	Manage TicketTag records.	Use tags for searchable classification rather than duplicating categories.

Suggested category design

Category	Typical examples	Likely department
Technical	Login, app error, upload, integration or notification failure.	Technical Support
Billing / Payment	Invoice, wallet, rent payment, fee, receipt or refund question.	Billing / Finance
Property / Maintenance	Repair, inspection, access, utilities or vendor issue.	Property / Facility
Lease / Legal	Clause, amendment, renewal, termination or notice.	Lease / Legal
Application / Screening	Application status, supporting document or screening question.	Leasing / Compliance
General	How-to, profile, company or uncategorised question.	General Support

STEP
11

Configure Support Departments and Staff

Primary user: SuperAdmin / Support Manager

SupportDepartment records group staff into Technical, Billing, Property, Legal, General or another configured function. Department membership is also used by StaffManagementController@assignToDepartment and ticket-routing actions.

Department control	What to define
Name and purpose	Clear boundary for the issues the department owns.
Assigned staff	Authorised users with the required skills and availability.
Supervisor / escalation owner	Person responsible for breaches and complex cases.
Business hours	Hours used where SLA policies count business time only.
Specialist skills	Required skills used for specialist ticket routing.
Backup coverage	Who receives work during absence or overload.

Routing is a responsibility decision

A department transfer should not be used to hide an overdue ticket. Record the reason, preserve the assignment history and confirm the receiving team accepts ownership.

STEP
12

Submit a Support Ticket

Primary user: Client / Landlord / Guest / API User

Use Shared\SupportTicketController@create and @store or API\Support\SupportTicketController@store. The ticket becomes the formal service record for an issue requiring ownership, tracking or resolution evidence.

Ticket field	Purpose	Good practice
subject	Short summary of the issue.	Include the affected service or asset, not personal data.
description	Full problem, impact and requested outcome.	State what happened, when and what was already tried.
category / category_id	Classification for routing and reporting.	Choose the closest active category.
status	open, in_progress, pending, resolved or closed.	New tickets should start in the configured intake state.
priority	low, medium, high, urgent or critical.	Apply documented impact and urgency definitions.
department_id	Responsible support department.	Route based on skill and ownership.
property_id	Affected property where relevant.	Select the exact property.
channel	web, email, mobile, api or chat.	Preserve the intake source.
ticket_type	tenant_to_landlord, landlord_to_leaseora or general.	Use the correct recipient relationship.
recipient_id / landlord_id	Directed user and landlord context.	Prevent cross-company access.
attachments / evidence	Screenshots, receipts or documents.	Remove unnecessary sensitive data and use authorised formats.
scheduled_follow_up	Next follow-up time and notes.	Use for work that cannot be completed immediately.

Advanced ticket fields used by the system

Area	Fields and operational meaning
Assignment	assigned_to, assigned_at, assigned_by, assignment_count, assignment_history.
Escalation	is_escalated, escalated_to, escalated_at, escalation_reason, escalation_level.
SLA timing	first_response_at, response_time_hours, resolved_at, resolution_time_hours.
Effort	complexity_level, estimated_effort_hours, actual_effort_hours.
Specialist routing	requires_specialist, required_skills.
Satisfaction	customer_rating, customer_feedback, feedback_submitted_at.
AI assistance	ai_response, ai_response_at.
Guest/contact	submitter_email, submitter_name.

SupportTicketUpdated is fired on status changes and supports notification dispatch.

STEP
13

View, Reply and Add Internal Notes

Primary user: Support Agent / Landlord / Client

Open @show($id) to review the full ticket, messages, status, assignee, SLA position and attachments. Use @reply to create a SupportTicketMessage or SupportReply. SupportReplySent notifies the recipient and SupportTicketUpdated records the ticket change.

Reply type	Visible to	Use
Client-visible reply	Ticket submitter and authorised participants.	Questions, explanations, decisions and next steps.
Internal note	Staff / landlord only.	Diagnosis, handover, policy reference, risk, approval request or internal action.
AI draft	Agent until reviewed.	Suggested wording based on the subject and history.
Canned response	Agent editor before sending.	Approved reusable text customised to the case.

Reply procedure

1. Read the complete history and attached evidence.

2. Confirm the correct property, lease, payment or user context.

3. Decide whether a client-visible reply or private internal note is required.

4. Use a canned response or AI draft only as a starting point.

5. Edit names, dates, amounts, links and commitments.

6. State the action owner and next update time.

7. Send once and verify the message appears in the ticket.

8. Update status consistently with the actual work state.

Internal notes must remain internal

Never place confidential staff commentary, security findings, legal strategy or unverified allegations in a client-visible reply. Verify the interface clearly indicates Internal Note before saving.

AI response generation

SuperAdmin\Core\SupportTicketController@generateAIResponse uses OpenAIService to analyse the ticket subject and history and stores a suggested reply in SupportTicket.ai_response. SupportAiReplyNotification alerts the agent that a draft is available; AISupportSummaryMail can record an AI-assisted support interaction summary.

☐ Check factual accuracy.

☐ Remove unsupported promises.

☐ Confirm tone and recipient.

☐ Check privacy and confidential content.

☐ Verify links, amounts and deadlines.

☐ Record human approval before sending.

STEP
14

Manage Ticket Status and Bulk Operations

Primary user: Support Agent / Manager

Status	Operational meaning	Typical next action
open	New or reopened issue awaiting active ownership.	Assign and acknowledge.
in_progress	Work is actively being performed.	Investigate, communicate and record action.
pending	Waiting for client or external input.	State exactly what is needed and follow-up date.
resolved	A resolution has been provided and recorded.	Invite confirmation/survey and monitor reopen.
closed	The service record is complete under company policy.	Retain and include in reporting.

Use @updateStatus for individual changes. @bulkUpdateStatus, @bulkAssign and @bulkDelete support authorised portfolio operations. @exportReport produces CSV/Excel reporting data.

Bulk actions multiply errors

Filter carefully, preview selected records and avoid bulk deletion of tickets with messages, evidence, SLA breaches, ratings, legal relevance or unresolved financial impact.

STEP
15

Assign, Transfer and Escalate Tickets

Primary user: Support Manager / Supervisor / SuperAdmin

Operation	Controller / model method	Result
Transfer department	@transferDepartment -> SupportTicket::transferToDepartment	Department changes, reason retained and reassignment can occur.
Assign staff	@assignToStaff / @assignTicket -> SupportTicket::assignToStaff	assigned_to, assigned_by, assigned_at and assignment_count updated.
Find available staff	@getAvailableStaff / @getDepartmentStaff	Eligible department staff returned.
Escalate	@escalateTicket -> SupportTicket::escalate	Escalation owner, time, reason and level stored.
Escalate to platform	SupportTicket::escalateToSuperAdmin	Ticket moves to Leaseora platform oversight.
Check need	SupportTicket::needsEscalation	Age, SLA breach or complexity can signal escalation.
Mark first response	@markFirstResponse	first_response_at set and response_time_hours calculated.
Mark resolved	@markResolved	resolved_at set and resolution_time_hours calculated.

Escalation decision checklist

☐ SLA response or resolution target is at risk or breached.

☐ Issue is critical, high-value or safety-related.

☐ Specialist or legal expertise is required.

☐ Repeated reassignment has not produced progress.

☐ Client impact is increasing.

☐ Fraud, security, privacy or regulatory concern exists.

☐ Agent lacks authority for the requested outcome.

☐ Reason, level and destination are recorded.

STEP
16

Review Ticket Analytics, Reports and Scheduled Follow-Up

Primary user: Support Manager / Director / SuperAdmin

SuperAdmin\Core\SupportTicketController@analytics and @reports provide volume, status, average response and resolution time, resolution rate, escalation rate, category breakdown, agent performance and SLA compliance. @exportReport produces CSV/Excel output.

Metric	Management question
Ticket volume	Is service demand rising, seasonal or concentrated by property/category?
Status distribution	How much work is open, active, pending, resolved or closed?
First-response time	Are clients receiving timely acknowledgment?
Resolution time	How long does full issue resolution take?
SLA compliance	Which priorities, teams or agents breach targets?
Escalation rate	Are issues routed correctly and resolved at the right level?
Assignment count	Are tickets bouncing between people or departments?
Effort variance	How do estimated and actual hours compare?
Customer rating	Which service areas produce low satisfaction?

@comments($uuid) displays internal comments. @replyToContactMessage handles contact-form tickets of type general. SuperAdmin\Core\SupportTicketScheduleController manages scheduled follow-up records through full CRUD actions.

9 Phase 4 - Canned Responses and Reply Consistency

STEP
17

Create and Use Canned Responses

Primary user: Support Manager / Agent / SuperAdmin

CannedResponseController provides a shared library of pre-written replies for common support questions. Landlord and SuperAdmin controllers support the same CRUD pattern.

Field	Purpose	Control
title	Recognisable response name.	Use the question or outcome, such as Rent Payment Instructions.
content	Full reusable reply text.	Use placeholders and avoid hard-coded personal or transaction data.
category	Payments, Maintenance, Lease, Application or another group.	Match ticket categories where practical.
tags	JSON searchable keywords.	Use terms agents will search.
created_by	Owner of the template.	Retain accountability for updates.
is_public	Visible to all authorised staff or private to creator.	Use public only after approval.
usage_count	Number of insertions through @use.	Identify high-use templates for review.

Template creation procedure

1. Identify a repeated question with an approved answer.

2. Draft a complete but editable response.

3. Use placeholders for client, property, amount, date and link.

4. Add category and search tags.

5. Review legal, payment and privacy statements.

6. Set public visibility only after approval.

7. Test insertion into a ticket reply.

8. Review usage and performance regularly.

Using a canned response in a ticket

1. Search by keyword or category.

2. Select the response; @use($uuid) increments usage_count and returns content.

3. Insert it into the reply editor.

4. Replace every placeholder.

5. Remove irrelevant sections.

6. Confirm current policy, figures and deadlines.

7. Send only after human review.

Template is not case resolution

A canned response increases consistency; it does not prove the agent investigated the individual ticket. Always read the history and tailor the reply.

10 Phase 5 - SLA Management and Breach Control

STEP
18

Create General SLA Policies

Primary user: Support Manager / Landlord / SuperAdmin

Navigate to SLA Management (/sla-management). Landlord\Shared\SlaManagementController manages priority-based policies; SuperAdmin\Core\SLAController manages platform-wide SLA records.

SLA field	Meaning	Example control
name	Policy label.	Critical - 1 Hour Response.
description	Scope and intent.	Defines affected service and operating assumptions.
priority	Ticket priority covered.	low, medium, high, urgent or critical.
first_response_time	Maximum hours to first response.	Must match staffing and business hours.
resolution_time	Maximum hours to resolution.	Use realistic service target.
business_hours_only	Whether the clock excludes non-business hours.	Confirm business calendar and time zone.
escalation_time	Hours before escalation.	Should occur before final breach where possible.
escalation_user_id	Person who receives escalation.	Use an active supervisor with authority.
is_active	Whether policy is currently applied.	Deactivate outdated policies rather than silently altering history.
created_by	Policy owner.	Retain accountability.

Use @index, @create, @store, @show, @edit, @update, @destroy and @toggleStatus to manage policies. The policy detail can display compliance statistics.

STEP
19

Apply Ticket-Specific SLA and Investigate Breaches

Primary user: Support Manager / Supervisor

SupportTicketSlaPolicy provides response_time_hours, resolution_time_hours, business_hours_only, escalation_enabled and escalation_time_hours for ticket-specific enforcement. SupportTicketSlaBreach records response or resolution breaches.

Breach field	Meaning
ticket_id	Support ticket that missed the target.
policy_id	SLA policy applied.
breach_type	Response or resolution.
breached_at	Timestamp the target was exceeded.
hours_overdue	Measured time beyond the target.

SLA monitoring procedure

1. Confirm the ticket has the correct priority and applicable SLA.

2. Check assignment and first-response timestamp.

3. Review business-hours setting and calendar.

4. Identify the reason for delay.

5. Escalate before or immediately after breach.

6. Communicate a revised expectation to the client.

7. Record corrective action and owner.

8. Review repeated patterns in analytics.

SupportTicket::sla() links the policy and getPerformanceMetrics() returns actual response/resolution performance against targets. CrmSlaBreach and MonitorSlaBreachesJob may also monitor support-related SLA from the CRM context.

Do not manipulate timestamps to improve compliance

SLA metrics are service evidence. Incorrectly changing first_response_at, resolved_at or priority damages reporting and trust. Correct configuration errors under an audited process.

11 Phase 6 - Satisfaction Surveys and Service Recovery

STEP
20

Configure and Review Satisfaction Surveys

Primary user: Support Manager / Landlord

Landlord\Shared\SatisfactionSurveyController manages survey records and analytics. A survey is linked to the resolved support ticket and the responding user.

Survey field	What it measures
rating	Overall 1-5 star rating.
feedback	Open-text description of the experience.
response_time_satisfaction	Satisfaction with speed of initial response.
resolution_satisfaction	Satisfaction with the solution.
agent_knowledge_satisfaction	Perceived expertise.
agent_courtesy_satisfaction	Courtesy and communication manner.
overall_satisfaction	Computed overall score.
would_recommend	NPS-style recommendation indicator.
completed_at	Completion timestamp.

Use @index to list responses, @create/@store to configure or create, @show to inspect a response and @destroy only under an approved retention rule. @analytics provides trends and breakdowns; @export produces CSV/Excel data.

Survey analytics

View	Management use
Average by dimension	Separate speed, resolution, expertise and courtesy issues.
Trend over time	Measure whether changes improve service.
NPS	Track recommendation intent using would_recommend.
Agent / department	Identify coaching and resource needs.
Property / category	Find recurring asset or process issues.
Low-score queue	Trigger service recovery before dissatisfaction becomes a dispute or public review.

STEP
21

Complete the Public Survey Form

Primary user: Client / Ticket Submitter

After a ticket is resolved, SatisfactionSurveyInvitation emails a unique public link. SuperAdmin\Core\SatisfactionSurveyController@publicForm($uuid) displays the no-login form, @submitPublicForm stores the ratings and feedback, and @thankYou displays confirmation.

1. Open the unique survey link.

2. Confirm the ticket subject or context shown.

3. Rate each available dimension.

4. Enter factual feedback without unnecessary personal data.

5. Select recommendation intent where shown.

6. Submit once.

7. Review the thank-you confirmation.

On submission, SatisfactionSurvey.completed_at is set. SupportTicket::addCustomerFeedback($rating, $feedback) updates customer_rating, customer_feedback and feedback_submitted_at on the ticket.

A survey is not a ticket reopen by itself

Low satisfaction should trigger internal review and service recovery. Where the client reports an unresolved issue, reopen the ticket or create the appropriate dispute rather than treating the rating alone as the service record.

12 Phase 7 - Notifications and Multi-Channel Delivery

Figure 4. Multi-channel notification delivery

STEP
22

View and Send Landlord Notifications

Primary user: Landlord / Authorised Staff

Navigate to Notifications (/notifications). Landlord\Shared\NotificationController@index lists notifications filtered to the authenticated landlord. @send opens the compose form and @store creates and dispatches a custom notification to selected recipients.

Compose field	Guidance
Recipients	Select only intended clients or users.
Title	Use a clear, action-oriented headline.
Message	State what happened, what the recipient must do and by when.
Type	info, success, warning, error, action or reminder.
Priority	Use high priority only for genuinely urgent matters.
Deep link	Link directly to the relevant ticket, lease, payment, maintenance or document page.
Channel	in_app, email, sms or push according to preferences and service availability.

STEP
23

Understand Notification Records and Delivery

Primary user: Landlord / Client / Support Team

Notification field	Purpose
user_id	Recipient.
sender_id	User or system that sent the notification.
title / message	Displayed content.
type	Information, success, warning, error, action or reminder.
status	sent, delivered or read.
priority	Delivery and attention priority.
deep_link	Target URL when opened.
channel	in_app, email, sms or push.
sent_at / read_at	Delivery and read timestamps.

NotificationCreated is fired whenever a Notification record is created and broadcasts the record in real time to the user's notification centre. NotificationPreference stores per-user event/channel choices. NotificationSetting stores platform-wide templates and event configuration.

SuperAdmin and mobile notification functions

Controller / action	Purpose
SuperAdmin\Core\NotificationController@index	Platform-wide overview.
@create / @store	Broadcast to all users, selected roles or individuals.
@markAsRead / @markAsUnread	Change the read state.
@logs	Review delivery logs, recipient and status.
@landlordIndex	View landlord-context notifications.
API\Mobile\Tenant\NotificationController@index	List mobile unread and recent notifications.
@markRead	Set read_at for a mobile notification.
API\NotificationController	REST list, mark-read and push-token functions.

STEP
24

Configure Client Notification Preferences

Primary user: Client / Tenant

Users\Tenant\Share\NotificationController and NotificationsController allow clients to view notifications, mark records read and configure email, SMS and push preferences by event. Quiet hours are applied from settings where supported.

Preference decision	Client control
Event types	Choose which lease, payment, maintenance, support or general events are enabled.
Channels	Enable or disable email, SMS and push per event.
Frequency	Use available immediate or digest preferences.
Quiet hours	Reduce non-urgent delivery during selected hours.
Read state	Mark individual or all records as read.

Other supplied notification records/classes include LeaseNotification, LeadNotification, GeneralNotification, GeneralPushNotification, GenericNotification and LandlordNotification. TenantScoreFeedback can capture feedback on selected client-facing notification experiences.

Delivery does not equal comprehension

A sent or delivered status does not prove the recipient understood or acted. Use acknowledgment, ticket reply, chat or formal notice workflow where confirmation is required.

13 Phase 8 - Platform Feedback and AI Quality Feedback

STEP
25

Submit General Feedback

Primary user: Client / Landlord / Staff

General platform feedback may be submitted through SuperAdmin\Core\FeedbackController@landlordStore, LeaseoraAI\FeedbackController@store or other shared feedback interfaces.

Feedback field	Use
user_id	Identifies the submitting user.
subject	Short summary.
message	Detailed feedback.
rating	1-5 star rating.
type	bug, feature_request, general, complaint or praise.
status	new, under_review, responded, resolved or closed.
admin_response	Platform response.
responded_at	Response timestamp.

Good feedback submission

☐ Describe the page or module.

☐ State the action attempted.

☐ Provide expected and actual result.

☐ Include date/time and device where relevant.

☐ Attach a safe screenshot if available.

☐ Avoid passwords, payment credentials and unnecessary personal data.

☐ Choose the correct feedback type.

STEP
26

Manage Feedback and Respond

Primary user: SuperAdmin / Landlord

SuperAdmin\Core\FeedbackController@index provides filters by type, status and date range, plus average rating and volume trends. @show displays detail; @edit/@update change status and admin_response; @destroy removes a record under policy.

Landlord action	Purpose
landlordIndex	View feedback about the landlord's properties or service.
landlordCreate / landlordStore	Submit feedback to the Leaseora platform.
Review complaint	Decide whether to create/reopen a ticket or dispute.
Review praise	Share recognition without exposing client data.
Review feature request	Record business value and frequency for product review.

STEP
27

Manage AI Feedback and Quality Logs

Primary user: User / SuperAdmin / AI Operations

Users\Shared\AIFeedbackController@store and LeaseoraAI\FeedbackController@store capture thumbs-up/down and optional text for an AI response. AIFeedback stores interaction-level ratings; AiFeedbackLog records platform-wide feedback events.

SuperAdmin controller	Purpose
AIFeedbackController	List and manage AI feedback records.
AiFeedbackLogController	Review all AI feedback logs and patterns.
AIChatLogController	Review AI chat interactions for quality and safety analysis.

AI feedback must be specific

When an AI response is wrong, include the incorrect statement, correct source record and expected answer. Do not use AI feedback logs to expose unrelated personal or confidential information.

14 Phase 9 - Landlord, Client and Vendor Reviews

STEP
28

Create and Manage a Lease Review

Primary user: Landlord / Client

Landlord\Shared\ReviewController and API\Review\ReviewController allow authorised parties to create reviews associated with a lease. ReviewCreated notifies the reviewed party.

Review field	Purpose	Control
lease_id	Lease context.	Confirm the correct tenancy.
reviewer_id	User writing the review.	Must be the authenticated authorised party.
reviewee_id	Landlord or client being reviewed.	Confirm the intended recipient.
rating	1-5 star score.	Apply company guidance consistently.
comment	Review text.	Use factual, relevant and respectful language.

Web actions include @index, @create, @store, @show, @edit, @update and @destroy. Mobile API actions include @index, @store and @show. Edit or delete should follow the live policy for draft/published records.

Review-writing principles

☐ Base the review on direct experience.

☐ Refer to observable conduct and service outcomes.

☐ Avoid discriminatory, threatening or defamatory language.

☐ Do not publish private financial, health, identity or contact information.

☐ Separate a review from an unresolved formal dispute.

☐ Use the dispute workflow for evidence and resolution.

STEP
29

Moderate Reviews Platform-Wide

Primary user: SuperAdmin

SuperAdmin\Core\ReviewController@index provides the platform overview. @tenantIndex and @landlordIndex separate perspectives. @show, @edit, @update and @destroy support moderation and removal where justified by platform policy.

Moderation question	Review
Authenticity	Is the review linked to the correct lease and parties?
Relevance	Does it describe the tenancy or service relationship?
Privacy	Does it expose restricted personal information?
Abuse	Does it contain threats, harassment or discriminatory content?
Manipulation	Is there evidence of duplicate, coerced or fraudulent rating activity?
Dispute overlap	Should the issue also be handled through a formal dispute?

STEP
30

Manage Vendor Reviews and Public Responses

Primary user: Landlord / Maintenance Vendor

Vendor\VendorReviewsController@index lists reviews relevant to the maintenance vendor. @respond allows the vendor to post a public response to a landlord's rating. VendorReview data contributes to MaintenanceVendor.average_rating.

Vendor response procedure

1. Read the full review and job record.

2. Confirm the reviewer and maintenance request.

3. Acknowledge the experience without disclosing private details.

4. Correct factual errors calmly with evidence where permitted.

5. State any remedial action or invitation to continue privately.

6. Submit one professional public response.

A public response is not an internal argument

Keep vendor responses factual and short. Use the ticket, maintenance chat or dispute workflow for detailed evidence and resolution.

15 Phase 10 - Formal Dispute Management

Figure 5. Formal dispute resolution flow

STEP
31

Raise a Formal Dispute

Primary user: Landlord / Client / Authorised Admin

A dispute is used when a material issue cannot be resolved through ordinary communication or support. SuperAdmin\Core\DisputeController@landlordCreate and @landlordStore provide the landlord-facing creation path.

Dispute field	Purpose	Good practice
lease_id	Connects the dispute to the tenancy.	Select the exact lease.
raised_by	User initiating the dispute.	Use authenticated identity.
issue	Short issue summary.	State the disputed matter clearly.
type	rent, maintenance, deposit, lease_terms, damage, privacy or other.	Choose the closest type.
priority	low, medium, high or critical.	Apply impact and urgency criteria.
category	Additional classification.	Use company dispute taxonomy.
amount	Monetary value where relevant.	Use the contractual currency and evidence.
evidence_path	Uploaded evidence.	Use authorised, relevant and complete files.
expected_resolution_date	Target outcome date.	Set realistic date and monitor it.
description / notes	Full facts and supporting context.	Separate facts from allegations.
resolution	Final outcome when resolved.	State decision, actions, amounts and dates.
status	open, under_review, mediation, resolved, escalated or closed.	Update only when the actual stage changes.

DisputeManagement is supplied as an alternative extended workflow model for additional dispute-management fields.

Preserve evidence

Do not edit, replace or delete original files after submission without an auditable version process. Record where evidence came from, who supplied it and how it relates to the issue.

STEP
32

Review, Add Notes and Progress the Dispute

Primary user: Landlord / Legal / Mediation Team

Use @landlordIndex to list disputes raised by or against the landlord. CurrencyService can display monetary amounts in the landlord's preferred currency. @landlordShow displays the full history, evidence, notes and status.

Action	Procedure
Review intake	Confirm lease, parties, type, amount, evidence and requested outcome.
Update status	Use @landlordUpdateStatus to move open -> under_review -> mediation -> resolved/escalated -> closed according to actual stage.
Add notes/evidence	Use @landlordAddNotes to append factual notes or additional evidence.
Communicate	Use DisputeUpdated notifications and approved messages to keep both parties informed.
Resolve	Populate the resolution with actions, owner, dates, financial treatment and follow-up.
Close	Confirm outcome communication, completion and retention.

Dispute review checklist

☐ Authority and jurisdiction checked.

☐ Lease and relevant clause reviewed.

☐ Payment, maintenance, inspection, chat and ticket history collected.

☐ Evidence authenticity and relevance reviewed.

☐ Both parties given appropriate opportunity to respond.

☐ Currency and amount reconciled.

☐ Conflicts of interest identified.

☐ Mediation or escalation decision documented.

☐ Resolution approved by the correct authority.

STEP
33

SuperAdmin Resolution, Events and Dispute Analytics

Primary user: SuperAdmin / Director / Legal

SuperAdmin\Core\DisputeController@index provides platform-wide oversight. @create/@store can create a record manually; @show, @edit and @update manage the full record; @destroy is restricted by retention and legal policy.

Event / service	Trigger / purpose
DisputeRaised	Fired when a new dispute is created; notifies the other party.
DisputeUpdated	Fired when the status changes; notifies both parties.
ConflictResolvedNotification	Email to both parties when the dispute is officially resolved.
DisputeService@getDisputeStats	Returns totals, win rate and resolution time for analytics.
getActiveDisputes	Lists active disputes with filters and pagination.
getDisputeDetails	Returns a landlord-authorised detail view.
createDispute	Creates a new dispute through service logic.
resolveDispute	Records resolution and updates financial analytics.

Resolution must be precise

A resolution should identify what was decided, by whom, based on what evidence, any amount or remedy, completion date, notification sent and whether the matter can be reopened or appealed under policy.

16 Status Lifecycles and Record Relationships

Record	Key statuses supplied	Operational meaning
ChatRoom	open, resolved, archived	Conversation activity and completion state.
SupportTicket	open, in_progress, pending, resolved, closed	Formal service work lifecycle.
Feedback	new, under_review, responded, resolved, closed	Platform feedback handling.
Dispute	open, under_review, mediation, resolved, escalated, closed	Formal issue progression.
Notification	sent, delivered, read	Delivery and consumption state.
SLA policy	active / inactive	Whether a policy is used for current work.
Survey	completed_at empty or set	Invitation outstanding or response completed.

Principal relationships

Record	Connects to
ChatRoom	Participants, ChatMessage, Property, Lease, MaintenanceRequest or polymorphic inquiry target.
SupportTicket	Creator, recipient, landlord, property, category, department, assignee, messages, SLA, breach, rating and feedback.
CannedResponse	Creator, visibility, category, tags and usage count.
SatisfactionSurvey	SupportTicket and responding user.
Notification	Recipient, sender, event context and deep link.
Review	Lease, reviewer and reviewee.
Dispute	Lease, raising user, evidence, notes and resolution.

Status control note: This guide preserves the statuses explicitly supplied. Product and technical teams should confirm any additional live states, transition rules, reopen windows, auto-close periods and deletion restrictions before formal training.

17 Event, Notification and Mail Matrix

Event / mail	Recipient or consumer	Trigger / purpose
ChatRoomMessage	Room participants	Real-time broadcast when a chat or inquiry message is sent.
NewChatMessage	Room participants / notification system	New chat message notification trigger.
NewInquiryMessage	Listing landlord	New property inquiry message.
SupportReplySent	Ticket submitter or participant	New support reply added.
SupportTicketUpdated	Relevant parties	Ticket status or lifecycle update.
ReviewCreated	Reviewee	New review created about the user.
DisputeRaised	Other party	New dispute created.
DisputeUpdated	Both parties	Dispute status changed.
AIChatHistoryUpdated	AI chat clients / listeners	AI conversation history updated.
AIChatMessageSent	AI chat clients / listeners	AI message exchanged.
NotificationCreated	Target user	Real-time in-app notification broadcast.
SatisfactionSurveyInvitation	Ticket submitter	Resolved-ticket survey invitation with public link.
SupportAiReplyNotification	Support agent	AI-generated ticket draft is ready for review.
AISupportSummaryMail	Agent / landlord	Summary of AI-assisted support interaction.
ConflictResolvedNotification	Landlord and client	Official dispute resolution email.
AiLeasingChatSummary	AI chat user	AI chat-session summary.
GenericNotificationMail	Any user	Generic email wrapper for platform notifications.

Event delivery should be idempotent

A retry or reconnect should not create duplicate chat messages, ticket replies, survey invitations, review notifications or dispute emails. Technical teams should verify event and mail retry behaviour against the live implementation.

18 Data Isolation, Privacy and Communication Security

The supplied architecture includes NotificationScope and SupportTicketScope for global query isolation. ChatRoom participation, ticket landlord/recipient fields, property assignments and controller authorisation must work together so users see only their own company and authorised records.

Control area	Required practice
Chat membership	Only participants can open messages or attachments.
Property access	Staff see chats, inquiries and tickets only for assigned or authorised properties.
Ticket isolation	SupportTicketScope and controller policies prevent cross-landlord access.
Notification isolation	NotificationScope filters records to the correct user/context.
Internal notes	Never returned to the client-facing API or view.
Attachments	Validate type, size, storage path and access before download.
Guest surveys	Use unguessable unique uuid tokens and one-response controls.
Dispute evidence	Restrict to authorised operational, legal and platform roles.
Exports	Apply filters and protect files containing personal or confidential data.
Real-time channels	Authorise WebSocket/Pusher channel subscriptions.
AI processing	Send only authorised context and files; review retention and privacy.
Audit evidence	Retain actor, timestamp and change history where supplied.

Sensitive information that should not be placed casually in messages

· Passwords, one-time codes or full payment credentials.

· Government identification numbers unless a secure approved workflow requires them.

· Private health, family or employment data unrelated to the issue.

· Unverified fraud or misconduct allegations.

· Legal strategy or privileged advice in client-visible messages.

· Other tenants' or properties' information.

· Private API keys, webhook secrets or infrastructure credentials.

19 AI-Powered Communication and Support Features

AI feature	Controller / service	Purpose	Human responsibility
Contextual AI chat	LeaseoraAI\ChatController@query / LeaseoraAIService	Answer lease, payment, maintenance and property questions.	Verify against current records.
Mobile AI chat	API\Mobile\Tenant\AIChatController@send / OpenAIService	Instant mobile responses and session history.	Escalate material or uncertain answers.
AI recommendations	AIChatController@recommendations	Personalised property, payment or maintenance suggestions.	Treat as advisory.
File analysis	@uploadFile / @analyzeFile	Analyse a document during conversation.	Confirm file authority and extracted facts.
Ticket reply draft	SupportTicketController@generateAIResponse	Draft a support response from ticket history.	Edit and approve before sending.
Escalation support	SupportTicket::needsEscalation	Identify age, breach or complexity signals.	Manager decides and records escalation.
Chat export / summary	@exportChat / AiLeasingChatSummary / AISupportSummaryMail	Create a conversation or support summary.	Review privacy and accuracy.
Custom instructions	@saveCustomInstructions	Personalise assistant behaviour.	Cannot override access or policy.
AI feedback	AIFeedbackController / AiFeedbackLogController	Capture quality ratings and improvement signals.	Provide specific corrective evidence.

Human decision points

AI must not independently assign liability, approve a refund, alter lease obligations, determine a dispute, publish a review response, disclose restricted records or close a support ticket without the configured human workflow.

20 Staff Permissions and Segregation of Duties

Role	Typical access	Restricted action
Inquiry Officer	Listing inquiry rooms, prospect replies and unread counts.	Cannot view unrelated support or disputes.
Support Agent	Assigned tickets, messages, canned responses and permitted notifications.	Cannot change SLA policy or finalise sensitive disputes.
Support Manager	Departments, assignments, escalations, SLA, reports and templates.	Should not moderate own disputed conduct without independent review.
Property Manager	Assigned property chats, maintenance threads and related tickets.	Cannot access other portfolios.
Finance Officer	Payment-related tickets and authorised financial evidence.	Cannot change lease/legal outcomes.
Legal / Compliance	Sensitive tickets, disputes, evidence and review moderation.	Cannot alter operational facts without audit.
Marketing / CRM	Property inquiries and approved client notifications.	Cannot access internal notes or dispute evidence.
Director / Approver	High-value outcomes, policy exceptions and final escalation.	Must review evidence and audit trail.
SuperAdmin	Platform-wide configuration and oversight.	Must use privileged access only for authorised platform work.

Minimum access practices

· Use individual accounts and least privilege.

· Restrict internal notes and dispute evidence.

· Review department and property assignments regularly.

· Remove access immediately when staff or vendors leave.

· Require approval for bulk deletion, public notifications and formal dispute resolution.

· Protect exported reports and survey data.

· Test client and mobile APIs for cross-user access.

21 Dashboards, Reports and Management Review

Dashboard / report	Management questions answered
Chat dashboard	Which conversations are active, unread, unresolved or archived?
Inquiry inbox	Which properties receive questions and how quickly are prospects answered?
Ticket dashboard	How much support work is open, assigned, pending or overdue?
SLA dashboard	Which priorities, departments and agents meet targets?
Escalation queue	Which issues require supervisor, specialist or platform action?
Canned response usage	Which approved replies are used most and need updating?
Survey analytics	What do clients think about response time, resolution, knowledge and courtesy?
Notification logs	What was sent, through which channel and whether it was read?
Feedback dashboard	What bugs, requests, complaints and praise are recurring?
Review overview	How are landlords, clients and vendors rated?
Dispute dashboard	How many disputes are active, their amounts and resolution time?
AI feedback logs	Which AI responses receive poor feedback and why?

Recommended review cadence

Frequency	Review
Continuous / hourly	Critical and urgent tickets, safety issues, security/privacy concerns and real-time chat workload.
Daily	Unread inquiries, unassigned tickets, pending client responses, SLA-at-risk cases and escalations.
Weekly	Ticket backlog, assignment count, canned response use, low survey scores, feedback and unresolved disputes.
Monthly	Volume, response/resolution time, SLA compliance, agent/department performance, notification delivery and review trends.
Quarterly	Category design, staffing, SLA targets, AI quality, privacy, access, review moderation and dispute outcomes.
After major incident	Full communication timeline, decisions, notifications, evidence, root cause and corrective actions.

22 Worked Example - Property Inquiry to Application Handover

Scenario: A prospect asks whether Unit B-12 at HarbourGate Court is available, whether pets are allowed and how to apply.

Stage	What happens
1. Inquiry start	The prospect opens the listing and PropertyInquiryController@startInquiry creates an inquiry ChatRoom.
2. Notification	NewInquiryMessage notifies the landlord leasing team.
3. Review	The officer opens LandlordInquiryInboxController@show and verifies the listing and current availability.
4. Reply	The officer answers the approved pet policy and application steps. ChatRoomMessage broadcasts the reply.
5. Follow-up	The prospect asks about viewing time; the officer records the next action.
6. Conversion	The prospect starts the application through the correct listing workflow.
7. Resolve inquiry	The officer marks the inquiry resolved because the question has converted to application handling.
8. Traceability	The room retains the listing context, participants, messages and timestamps.

Control outcome

· The answer came from the correct listing.

· No unnecessary identity or financial information was requested in chat.

· The prospect received a clear next action.

· The inquiry was resolved without deleting the conversation.

23 Worked Example - Maintenance Chat and Formal Support Ticket

Scenario: A client reports a water leak. The maintenance thread coordinates immediate action, while a support ticket tracks service accountability because access and vendor attendance are delayed.

Stage	What happens
1. Maintenance record	The client creates the maintenance request in the maintenance module.
2. Dedicated chat	showMaintenanceChat loads the room for landlord, client and assigned vendor.
3. Safety update	The landlord gives approved immediate safety guidance and next update time.
4. Vendor coordination	The vendor posts attendance timing and diagnosis.
5. Delay identified	Access coordination fails and the issue requires formal ownership.
6. Ticket created	A high-priority Property/Maintenance SupportTicket is opened and linked to the property.
7. Assignment and SLA	The ticket is assigned to the facility department and first-response clock recorded.
8. Internal note	Staff record building access and approval details privately.
9. Resolution	Repair is completed, evidence added, ticket resolved and client notified.
10. Survey	SatisfactionSurveyInvitation is sent; low response-time score triggers service review.

24 Worked Example - Urgent Billing Ticket, Escalation and Survey

Scenario: A client reports that a rent payment was debited but the lease still shows unpaid.

Stage	Operational action
Intake	Urgent Billing ticket created with transaction reference and safe evidence.
Assignment	Assigned to Billing; markFirstResponse records acknowledgment.
Investigation	Agent reviews payment records and adds an internal reconciliation note.
AI draft	generateAIResponse prepares a draft acknowledgment; agent corrects wording and sends.
Escalation	The SLA is at risk and needsEscalation signals supervisor review.
Resolution	Payment record is corrected through the payment workflow; ticket resolution explains the outcome.
Survey	Client completes the public survey and rates resolution highly but speed low.
Improvement	Support manager reviews response time and updates routing/canned response.

25 Worked Example - Deposit Dispute Resolution

Scenario: A former client disputes a deposit deduction after lease termination.

Stage	Operational action
1. Dispute intake	Dispute created against the correct lease with type deposit, monetary amount and evidence.
2. Notification	DisputeRaised notifies the other party.
3. Under review	Legal/operations review lease terms, inspection photos, invoices, ticket and chat history.
4. Notes	Each party's evidence and statements are appended through the authorised note path.
5. Mediation	Parties discuss the disputed items and possible partial adjustment.
6. Resolution	Approved resolution states deduction, refund, payment date and closing actions.
7. Notification	DisputeUpdated notifies status; ConflictResolvedNotification confirms the outcome.
8. Close and analytics	Dispute closes after completion and DisputeService updates resolution metrics.

26 Real Estate Company Onboarding Checklist

Structure and people

☐ Support manager and escalation owners named.

☐ Departments and assigned staff created.

☐ Property and portfolio access reviewed.

☐ Business hours, holidays and time zone approved.

☐ Priority definitions documented.

Configuration

☐ Categories and tags configured.

☐ SLA and ticket-specific SLA policies activated.

☐ Canned response library approved.

☐ Notification preferences and templates reviewed.

☐ Survey questions and low-score process agreed.

☐ Review moderation and vendor-response policy approved.

☐ Dispute workflow and legal escalation defined.

☐ AI custom instructions and review rules approved.

Technical and security readiness

☐ WebSocket/Pusher messaging tested.

☐ Mobile and API chat/ticket endpoints tested.

☐ Notification email/SMS/push delivery tested.

☐ Internal notes hidden from client views.

☐ SupportTicketScope and NotificationScope isolation tested.

☐ Attachments and download permissions tested.

☐ Survey public tokens tested.

☐ Exports and retention controls tested.

27 User Acceptance Testing and Go-Live Validation

Test area	Test case	Expected result
Direct chat	Create and send between two eligible users.	One room, one message, real-time delivery and unread count.
Group chat	Add/remove participants and leave.	Only current participants retain access.
Maintenance chat	Open linked thread and message vendor/client.	Correct MaintenanceRequest context retained.
Inquiry	Start from listing, reply, resolve and reopen.	Correct listing context and unread badge.
Attachment	Upload and download authorised file.	Only participants can access.
AI chat	Query, history, file analysis, feedback and export.	Contextual output stored; controls work.
Ticket intake	Submit web/mobile/API ticket.	Correct creator, landlord, category, priority and channel.
Reply/internal note	Send each type.	Client sees reply but never internal note.
AI ticket response	Generate draft and edit.	Draft not sent automatically.
Assignment	Assign and transfer departments.	History and count updated.
Escalation	Escalate to supervisor/SuperAdmin.	Reason, level and owner stored.
SLA	Mark first response and resolve.	Actual hours calculated against correct policy.
Breach	Simulate approved breach test.	SupportTicketSlaBreach created once.
Canned response	Insert response.	Content returned and usage_count incremented.
Survey	Resolve ticket and submit public form.	Ticket rating/feedback and survey completion stored.
Notification	Send all configured channels.	Correct recipient, deep link and statuses.
Feedback	Submit and respond.	Status and admin response stored.
Review	Create and notify reviewee.	Correct lease and parties linked.
Vendor response	Respond to vendor review.	Public response displayed and rating metrics preserved.
Dispute	Create, update, mediate, resolve and close.	Events, notes, evidence and resolution history preserved.
Scopes	Attempt cross-user/company access.	Unauthorised records are not returned.
Exports	Export tickets, surveys and analytics.	Filters and data match dashboards.

Go-live gate

Do not move client communication and support operations into production until participant access, internal-note isolation, real-time delivery, ticket ownership, SLA, escalation, surveys, notifications, reviews, disputes, exports and data isolation have passed user acceptance testing.

28 Common Issues and Troubleshooting

Issue	Likely cause	Recommended action
Chat room missing	User is not a participant, room archived or wrong context.	Confirm participant_ids, scopeForUser and active/archived filter.
Duplicate direct chats	Room lookup or retry created more than one room.	Identify canonical room and verify idempotent create logic.
Message not live	WebSocket/Pusher connection or channel authorisation issue.	Confirm message saved, then inspect broadcast connection without resending blindly.
Unread count wrong	Read state not updated or wrong user ID.	Run markAsRead and inspect per-user read records.
Attachment denied	User is not authorised or storage path missing.	Confirm participant/ticket access and file existence.
Inquiry not in inbox	Wrong room type, landlord participant or listing owner.	Check type inquiry, inquirable link and scopeForUser.
Ticket routed incorrectly	Category/department mapping or intake selection wrong.	Transfer with reason and update routing rules.
Client sees internal note	View/API isolation defect.	Remove exposure immediately, preserve incident evidence and escalate security/privacy review.
AI draft is inaccurate	Incomplete context or unsupported generation.	Do not send; correct manually and submit AI feedback.
SLA time wrong	Priority, policy, business hours or timestamp issue.	Review applied policy and calendar; correct under audit.
Repeated reassignment	Unclear ownership or missing skills.	Assign supervisor, specialist or transfer once with complete handover.
Survey link fails	Invalid uuid, expired/used token or route issue.	Verify survey record and public form configuration.
Notification not received	Preference, quiet hours, channel provider or contact data.	Check Notification record, logs and recipient settings.
Review linked to wrong party	Incorrect reviewer/reviewee/lease selection.	Restrict display and correct through approved moderation.
Dispute amount differs	Currency conversion or wrong source amount.	Reconcile contractual currency and source evidence.
Export differs from dashboard	Filters, date range, status or refresh timing.	Match query parameters and data snapshot.

Support information to include

Provide the company, user role, property/lease/ticket/chat/dispute reference, affected route, date/time, action attempted, expected result, actual result, delivery channel, device/browser and a screenshot with passwords, tokens and unnecessary personal data removed.

29 Frequently Asked Questions

When should we use chat instead of a support ticket?

Use chat for ordinary conversation and coordination. Use a ticket when ownership, priority, SLA, escalation, formal resolution or reporting is required.

Can a chat be linked to a maintenance request?

Yes. The dedicated maintenance chat links the ChatRoom to maintenance_request_id and can include landlord, client and assigned vendor.

Can prospects send listing inquiries?

Yes. The inquiry flow creates a ChatRoom linked polymorphically to the PropertyListing.

Does a resolved inquiry disappear?

It moves to resolved status and can be reopened. The conversation history remains part of the record.

Can support staff write private notes?

Yes. addInternalNote creates a staff/landlord-only note that must not be visible to the client.

Can AI send a ticket reply automatically?

The supplied flow stores an AI-generated draft for agent review. Authorised staff should edit and send it.

What is the difference between pending and resolved?

Pending means waiting for client or external action; resolved means a solution has been recorded.

How is first response measured?

markFirstResponse sets first_response_at and calculates response_time_hours.

What happens when SLA is breached?

A SupportTicketSlaBreach record can capture the ticket, policy, breach type, time and hours overdue; escalation should follow policy.

Can agents use pre-written replies?

Yes. Canned responses are searched and inserted with @use, which increments usage_count.

Does the client need to log in for a satisfaction survey?

The supplied public survey form uses a unique uuid link and does not require login.

What notification channels are supported?

The Notification model supports in_app, email, sms and push.

Can users choose notification channels?

NotificationPreference provides per-event channel toggles, subject to platform configuration.

What is AI feedback?

It is a thumbs-up/down and optional text rating tied to an AI interaction and stored in AIFeedback/AiFeedbackLog.

Can reviews be edited?

The supplied controllers include edit/update actions. The live policy should define whether only drafts or also published reviews may be edited.

Can vendors respond to reviews?

Yes. VendorReviewsController@respond allows a public vendor response.

When should a dispute be raised?

When a material issue remains unresolved and needs a formal evidence, review, mediation, escalation and resolution record.

Does CurrencyService change the contractual dispute amount?

It supports preferred-currency display. The dispute should retain and reconcile the original contractual amount and currency.

Can tickets be bulk deleted?

A bulkDelete action is supplied, but companies should restrict it and preserve records required for service, legal or audit purposes.

Are all chat and notification events real-time?

The supplied architecture identifies ChatRoomMessage, NotificationCreated, AIChatHistoryUpdated and AIChatMessageSent as real-time broadcast events, subject to configured WebSocket/Pusher services.

30 Quick Reference - 33 Operational Steps

1. Access the Chat dashboard.

2. Create a direct or group ChatRoom.

3. Send, search and mark messages read.

4. Manage group participants.

5. Use the maintenance request chat.

6. Use mobile/API chat.

7. Use and supervise the AI chat assistant.

8. Start a property inquiry.

9. Manage the landlord inquiry inbox.

10. Configure ticket categories and tags.

11. Configure support departments.

12. Submit a support ticket.

13. Reply and add internal notes.

14. Manage ticket status and bulk operations.

15. Assign, transfer and escalate.

16. Review ticket reports and schedules.

17. Create and use canned responses.

18. Create SLA policies.

19. Monitor ticket SLA and breaches.

20. Configure and review satisfaction surveys.

21. Complete the public survey.

22. View and send notifications.

23. Monitor notification delivery.

24. Configure client notification preferences.

25. Submit platform feedback.

26. Manage feedback and responses.

27. Submit and review AI feedback.

28. Create a lease review.

29. Moderate reviews.

30. Manage vendor reviews and responses.

31. Raise a formal dispute.

32. Review and progress disputes.

33. Resolve, notify and analyse disputes.

31 Technical Reference - Core Models and Records

Model / record	Purpose
ChatRoom	Conversation identity, participants, type, context links, unread and last-message state.
ChatMessage	Individual sender, content, type, attachment and read data.
SupportTicket	Full ticket lifecycle including routing, status, priority, assignment, escalation, SLA, effort, AI and customer feedback.
SupportTicketMessage / SupportReply	Ticket conversation records.
SupportCategory	Supplied support category lookup model.
SupportDepartment	Support team department and assigned staff context.
TicketCategory / TicketTag	Configurable intake categories, colours, order and searchable tags.
SLA	General priority-based service policy.
SupportTicketSlaPolicy	Ticket-specific response, resolution and escalation targets.
SupportTicketSlaBreach	Recorded response/resolution breach.
CannedResponse	Pre-written reply template and usage count.
SatisfactionSurvey	Post-resolution ratings, feedback, overall score and recommendation intent.
Notification	Recipient, sender, content, type, priority, channel, deep link and delivery state.
NotificationPreference	Per-user event/channel choices.
NotificationSetting	Platform event templates and notification settings.
LeaseNotification / LeadNotification	Lease- and CRM-specific notification records.
Feedback	General platform feedback and admin response.
AIFeedback / AiFeedbackLog	AI interaction rating and quality-event log.
AIChatbot / AIChatLog	AI assistant configuration and conversation history.
Review	Lease-linked reviewer, reviewee, rating and comment.
VendorReview	Maintenance vendor rating and public response context.
Dispute / DisputeManagement	Formal lease-linked issue, evidence, amount, status, notes and resolution.

32 Technical Reference - Chat and Inquiry Controllers

Controller / action	Responsibility
Shared\ChatController@index	List authorised active ChatRoom records.
create / store	Create direct/group room with participants and context.
show / loadMoreMessages	Display paginated conversation and older messages.
sendMessage	Create ChatMessage, update last-message fields and fire events.
typing / markAsRead	Broadcast typing and clear unread state.
searchMessages / downloadAttachment	Search within room and securely stream attachments.
addParticipants / potentialParticipants / removeParticipant / leaveRoom	Group membership management.
showMaintenanceChat / sendMaintenanceMessage	MaintenanceRequest-linked conversation.
participantsByProperty	Return eligible users for a property.
API\Chat\ChatController	Mobile/direct chat, attachments, participants and leave flow.
PropertyInquiryController	Start listing inquiry, list own inquiries and exchange messages.
LandlordInquiryInboxController	Landlord inquiry filters, show, reply, resolve, reopen and unread count.
API\Mobile\Landlord\InquiryController	Mobile landlord inquiry list, messages, reply and resolve.
LeaseoraAI\ChatController	AI query, typing, history, feedback, search, export, custom instructions, file upload and reactions.
API\Mobile\Tenant\AIChatController	Mobile AI sessions, send, history, recommendations, file analysis and deletion.

33 Technical Reference - Support Ticket Controllers and Methods

Functional area	Controller actions / methods
Ticket intake	Shared\SupportTicketController@create, @store; API\Support\SupportTicketController@store.
Ticket detail and reply	@show, @reply, @typing, @addInternalNote.
Status and bulk	@updateStatus, @bulkUpdateStatus, @bulkAssign, @bulkDelete, @exportReport.
Department / assignment	@transferDepartment, @assignToStaff, @assignTicket, @getAvailableStaff, @getDepartmentStaff.
Escalation	@escalateTicket; SupportTicket::escalate, ::escalateToSuperAdmin, ::needsEscalation.
SLA timestamps	@markFirstResponse, @markResolved, getPerformanceMetrics.
AI response	SuperAdmin SupportTicketController@generateAIResponse.
Analytics / reports	@analytics, @reports, @comments, @exportReport.
Contact reply	@replyToContactMessage.
Follow-up scheduling	SupportTicketScheduleController full CRUD.
Model transfer	SupportTicket::transferToDepartment($departmentId, $userId, $reason).
Model assignment	SupportTicket::assignToStaff($userId, $assignedByUserId).
Customer feedback	SupportTicket::addCustomerFeedback($rating, $feedback).

34 Technical Reference - SLA, Survey, Notification and Feedback Controllers

Area	Controllers / actions
Categories and tags	TicketCategoryController@index, create/store, edit/update, destroy, toggleStatus, updateOrder, tags, store/update/destroy/toggle tag.
Canned responses	Landlord and SuperAdmin CannedResponseController full CRUD plus @use.
General SLA	SlaManagementController and SuperAdmin SLAController full CRUD plus @toggleStatus.
Ticket SLA	SupportTicketSlaPolicy, SupportTicketSlaBreach and SupportTicket::sla/getPerformanceMetrics.
Landlord surveys	SatisfactionSurveyController@index, create/store, show, destroy, analytics, export.
Public surveys	SuperAdmin SatisfactionSurveyController@publicForm, @submitPublicForm, @thankYou.
Landlord notifications	NotificationController@index, @send, @store.
SuperAdmin notifications	index, create/store, markAsRead/unread, logs, landlordIndex.
Mobile notifications	API Mobile Tenant NotificationController@index, @markRead; API NotificationController.
Tenant notifications	Users Tenant Share NotificationController / NotificationsController.
General feedback	SuperAdmin FeedbackController index, CRUD, landlordIndex/create/store.
AI feedback	LeaseoraAI FeedbackController, Users Shared AIFeedbackController, SuperAdmin AIFeedbackController, AiFeedbackLogController, AIChatLogController.

35 Technical Reference - Reviews, Disputes, Events and Mail Classes

Area	Controllers / services
Landlord reviews	Landlord Shared ReviewController index, create/store, show, edit/update, destroy.
API reviews	API Review ReviewController@index, @store, @show.
SuperAdmin reviews	SuperAdmin ReviewController index, tenantIndex, landlordIndex and CRUD.
Vendor reviews	VendorReviewsController@index, @respond.
Landlord disputes	DisputeController@landlordIndex, landlordCreate/store, landlordShow, landlordUpdateStatus, landlordAddNotes.
SuperAdmin disputes	DisputeController index and CRUD.
Dispute analytics	DisputeService getDisputeStats, getActiveDisputes, getDisputeDetails, createDispute, resolveDispute.
Real-time events	ChatRoomMessage, NotificationCreated, AIChatHistoryUpdated, AIChatMessageSent.
Lifecycle events	NewChatMessage, NewInquiryMessage, SupportReplySent, SupportTicketUpdated, ReviewCreated, DisputeRaised, DisputeUpdated.
Mail classes	SatisfactionSurveyInvitation, SupportAiReplyNotification, AISupportSummaryMail, ConflictResolvedNotification, AiLeasingChatSummary, GenericNotificationMail.

36 Technical Reference - ChatRoom and SupportTicket Fields

ChatRoom field reference

Field	Purpose
name, description, type	Room identity and direct/group/maintenance/inquiry classification.
created_by	Room creator.
property_id, lease_id, maintenance_request_id	Direct context links.
participant_ids	JSON list of participant user IDs.
last_message_id, last_message_at	Most recent message tracking.
is_archived, is_group	Room-state toggles.
inquiry_type, inquirable_id, inquirable_type	Polymorphic inquiry context.
status	open, resolved or archived.
landlord_agency_id, landlord_type	Landlord context.

SupportTicket field groups

Field group	Fields
Core	subject, description, category, category_id, status, priority, department_id, property_id.
Actors / channel	created_by, assigned_to, channel, ticket_type, recipient_id, landlord_id, submitter_email, submitter_name.
Follow-up	scheduled_follow_up, follow_up_notes.
Assignment	assigned_at, assigned_by, assignment_count, assignment_history.
Escalation	is_escalated, escalated_to, escalated_at, escalation_reason, escalation_level.
SLA	first_response_at, response_time_hours, resolved_at, resolution_time_hours.
Effort / specialist	complexity_level, estimated_effort_hours, actual_effort_hours, requires_specialist, required_skills.
Satisfaction	customer_rating, customer_feedback, feedback_submitted_at.
AI	ai_response, ai_response_at.

37 Technical Reference - AI Features and Service

Feature	Controller / service	Stored / emitted data
AI chat assistant	LeaseoraAI ChatController + LeaseoraAIService	AIChatbot, AIChatLog, history, reactions and custom instructions.
Mobile AI chat	Mobile Tenant AIChatController + OpenAIService	Sessions, responses, history, recommendations and file analysis.
Ticket draft response	SuperAdmin SupportTicketController@generateAIResponse	SupportTicket.ai_response and ai_response_at.
AI escalation check	SupportTicket::needsEscalation	Escalation recommendation based on age, SLA or complexity.
AI support summary	AISupportSummaryMail	Session summary sent to agent/landlord.
AI chat summary	AiLeasingChatSummary	AI chat-session summary email.
AI feedback	AIFeedback / AiFeedbackLog	Thumbs rating, text feedback and quality logs.
AI events	AIChatHistoryUpdated, AIChatMessageSent	Real-time AI conversation updates.

38 Implementation Details Requiring Production Confirmation

The supplied scenario defines the intended controllers, models, fields and workflows but does not fully state every production rule. The product, engineering, legal, privacy and operations teams should confirm the following before release or formal training:

Area	Details to confirm
Chat read model	Exact ChatMessage read-status records and unread-count calculation.
Direct room uniqueness	How one direct room per user pair is enforced and retried idempotently.
Attachment limits	Allowed formats, maximum size, malware scanning and storage retention.
Broadcast channels	Exact WebSocket/Pusher channel names, authorisation and retry behaviour.
Ticket transitions	Whether all status transitions are allowed and who may reopen/close.
Bulk deletion	Retention restrictions, soft delete and legal hold behaviour.
SLA clock	Business calendar, holidays, pause rules and time-zone calculation.
Auto escalation	Exact needsEscalation thresholds and whether action is automatic or advisory.
Survey token	Expiry, one-time submission, duplicate prevention and privacy notice.
NPS calculation	Exact promoter/detractor mapping for would_recommend.
Notification provider	Configured email, SMS and push services and delivery-status semantics.
Review publication	Draft/published states, edit window, response and moderation policy.
Dispute authority	Who can resolve, reopen, escalate, delete and approve financial remedies.
Currency storage	Original dispute currency field and preferred-currency display rules.
AI context	Which records are sent to each AI service and retention/privacy controls.
Scopes / policies	Exact SupportTicketScope, NotificationScope, participant and role authorisation.
Audit trail	Which message, status, assignment, notification and dispute changes are retained.

Confirm against the live build

This guide preserves the supplied names and intended flows. Where the production interface, API or code uses additional fields, statuses, validation rules, permissions or delivery providers, update the guide before user training and go-live.

Appendix A - Recommended Ticket Intake Checklist

☐ Correct ticket type and recipient.

☐ Clear subject and factual description.

☐ Correct category, priority and department.

☐ Property and lease context where relevant.

☐ Safe evidence attached.

☐ Impact and requested outcome stated.

☐ Contact and follow-up time confirmed.

☐ No duplicate open ticket exists.

Appendix B - Recommended Priority Definitions

Priority	Suggested operational interpretation
Low	General question or minor issue with little immediate impact.
Medium	Normal service issue affecting one user or ordinary operation.
High	Significant service disruption, financial impact or repeated failure requiring prompt ownership.
Urgent	Severe time-sensitive impact, safety concern or critical business interruption.
Critical	Immediate major safety, security, privacy, legal or platform-wide risk requiring executive/escalation response.

Use company-approved definitions

The exact priority criteria and response targets must be approved by the real estate company and aligned with the live SLA configuration.

Appendix C - Support Reply Quality Checklist

☐ Correct recipient and ticket context.

☐ Acknowledges the actual question or issue.

☐ Facts verified from Leaseora records.

☐ No confidential internal note included.

☐ Plain, respectful language.

☐ Action owner named.

☐ Next step and expected time stated.

☐ Amounts, dates, links and attachments checked.

☐ AI/template content reviewed.

☐ Status updated consistently.

Appendix D - Escalation Handover Template

Handover field	Content
Ticket / dispute reference	Unique identifier and deep link.
Client and context	Authorised user, property, lease or service.
Issue and impact	What is happening and who is affected.
Actions completed	Investigation, replies and attempted resolution.
Evidence	Relevant attachments, logs, records and dates.
SLA position	Target, actual time and breach risk.
Reason for escalation	Authority, complexity, safety, financial, legal, privacy or technical need.
Requested decision	Specific action needed from the receiving person.
Next communication	Who will update the client and when.

Appendix E - Dispute Resolution Record Checklist

☐ Correct lease and parties.

☐ Issue, type, priority and amount.

☐ Original evidence preserved.

☐ Relevant chat, ticket, payment, maintenance and inspection history.

☐ Both parties' statements.

☐ Applicable lease terms and policy.

☐ Mediation/escalation steps.

☐ Decision authority.

☐ Detailed resolution and financial treatment.

☐ Completion date and notifications.

☐ Closure/reopen rule.

Appendix F - One-Page Operating Reference

When this happens	Use this Leaseora workflow
Quick question or coordination	ChatRoom.
Question about a listing	Property inquiry.
Issue needs owner/status/deadline	SupportTicket.
Repeated common question	CannedResponse inserted into a reviewed reply.
Response or resolution target	SLA / SupportTicketSlaPolicy.
Target missed	SupportTicketSlaBreach and escalation.
Ticket resolved	SatisfactionSurveyInvitation.
Custom alert	Notification.
Product/service suggestion	Feedback.
AI answer quality issue	AIFeedback.
Opinion after tenancy/job	Review / VendorReview.
Formal unresolved material issue	Dispute.

LEASEORA

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One connected service system for conversations, inquiries, tickets, SLA, satisfaction, notifications, feedback, reviews and dispute resolution.

Support and onboarding

For corporate onboarding, staff training or operational support, contact Leaseora at support@leaseora.com.

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Category COMMUNICATION

Reading Time 62 min

Published Jul 30, 2026

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