Chat Template Examples

This article provides examples of chat templates guiding maintenance troubleshooting. Sending troubleshooting instructions to Tenants can avoid the need for technician visits, or can expedite visits by ensuring preliminary troubleshooting is already performed. For more on chat templates, see Using Chat Templates.

 

NOTE: These are merely examples, and should be revised according to each unique maintenance operation. 

Remember: When a chat template is used in a workflow please make sure the visibility is set for the party that should be receiving the message.

 

EXAMPLE | Tenant - Light Bulb Replacement

Hello,

Thank you for your request; however, replacing light bulbs is your responsibility as the Resident. We can do it for you for $___insert_cost___ (including labor and material).

Please reply to let us know how you would like to proceed.

 

EXAMPLE | Tenant - Garbage Disposal Issue

Hello,

We received the issue you reported with your property's garbage disposal.  Please follow the steps in this video (https://www.youtube.com/watch?v=FL5GlsTzS-I) to resolve the issue.  Please try these steps first.  If the issue is Tenant caused, you will be a charged for a service call.

Please let us know if these steps resolve the issue.

 

EXAMPLE | Tenant - Request Photo(s)

Hello,

Please attach photo(s) of the issue(s) you have outlined in this Meld (maintenance request). This will help us send the correct Vendor and/or Maintenance Technician to help you with these issue(s).

Thank you

 

EXAMPLE | Tenant - Presence Required

Hello,

We have received your maintenance request and it has been assigned to a Vendor. 

Please watch for and be responsive to your text messages or emails with regards to scheduling to ensure the request is handled in a timely manner.

If you have any questions, let us know.

Thank you.

 

EXAMPLE | Tenant - Owner Approval Pending

Hello,

We have received your maintenance request and we are awaiting approval from the Owner.  We will keep you posted.

Thank you.

 

EXAMPLE | Tenant - Loss of Electricity/Outlets Not Working

Hello, please review the following troubleshooting steps and let me know if the problem persists. Thank you!

https://youtu.be/trLeLJdMWWI

Check the fuse box for tripped breaker switch.

Reset the breaker by moving if to the full “off” position and then back to the “on” position.

Check your appliances. Unplug all of them. Reset the breaker, plug one appliance in at a time to locate a possible faulty appliance.

Look for a GFI plug, which is typically in locations near water like the kitchen, bathroom, or garage. The GFI is designed to “trip” or cut electrical power in case of a short, like when you drop a curling iron in the bathtub. You can reset the GFI by pressing the “RESET” button in the middle. You may have to push the “TEST” button and then the “RESET” before it will turn back on.

There may be more than one GFI. Sometimes the GFI is on the circuit breaker, so be sure to check the panel for problems as well.

Contact your local power company to inquire if there are any power outages in your neighborhood.

 

EXAMPLE | Tenant - Smoke Detector Doesn't Work/Chirps

Hello,

Please review the following troubleshooting steps and let me know if the problem persists. Thank you!

https://www.youtube.com/watch?v=djGUZp3p6VY

Normally the smoke alarm will emit a beeping sound when the batteries are not working or are losing their charge.

Test your smoke and carbon monoxide detectors every thirty days.

If a unit fails a test, change the batteries.

If a new battery does not work, submit a Meld.

Do not disconnect, remove, or otherwise disable a smoke detector or carbon monoxide detector.

 

EXAMPLE | Tenant - Sink Clogged

Hello,

Please review the following troubleshooting steps and let me know if the problem persists. Thank you!

https://www.youtube.com/watch?v=-7kE8JN7t4c

 

EXAMPLE | Tenant - Toilet Clogged

Hello,

Please review the following troubleshooting steps and let me know if the problem persists. Thank you!

https://www.youtube.com/watch?v=3eA2JkZbtng

 

EXAMPLE | Tenant - AC Not Cooling

Hello,

Please review the following troubleshooting steps and let me know if the problem persists. Thank you!

https://youtu.be/yrYgc5_qyVo

Is the thermostat set to “COOL” and fan set to “AUTO”?

Is the temperature adjusted low enough?

 

EXAMPLE | Tenant - No Hot Water

Hello,

thank you for your request. Before we send out a vendor, please follow the troubleshooting steps below.

Check thermostat on tank for proper temperature setting.
Check that thermostat is not set to “vacation”.
Check and reset breaker in power panel.
Check and reset button next to thermostat.

If none of the above items resolve the issue, please let us know and we will send out a vendor.

 

EXAMPLE | Tenant - Tenant Charge

Hello,

Thank you for your request.

Unfortunately, the work you have requested would fall under tenant responsibility. We would be more than happy to complete the request for you; however, it would be at tenant cost. We can send a vendor out; they charge based on time $---/hour plus materials.

We will be closing this request for now, however, if you would like us to proceed with the repair, please let us know and we will re-open.

 

EXAMPLE | Tenant - Estimate Requested

Hello,

We have received your work order and have assigned a vendor to it. We are requesting an estimate to replace the stove. Please keep in mind that replacing the stove depends on the availability of the stove and how fast the vendor can get it to you. If you do not hear from them
in 1-2 business days, please let us know.

Thank you for your understanding.

 

EXAMPLE | Tenant - Estimate Approved

Hello,

The owner has approved the estimate and the vendor should be in contact for scheduling.

Please let us know if you do not hear from them in 1-2 business days.

 

EXAMPLE | Tenant - Kitchen Sink Leaking

Hello,

Thank you for your meld request. We are so sorry to hear that your kitchen sink is leaking! Before we assign a vendor, can you answer the following questions?

1. Where is the sink leaking from? (Faucet, underneath from pipes, etc.)
2. Does it only leak when the water is running?

Thank you!

 

EXAMPLE | Vendor - Schedule 24 Hours

Hello,

Thank you for accepting this Meld work request.  Please review and schedule within 24 hours if possible because of the urgency of this situation.

If you are not able to respond or schedule this work request, please reply to this message or let us know so we can reassign to a different Vendor.

Thank you.

 

EXAMPLE | Vendor - Schedule Urgent

Hello,

Thank you for accepting this Meld work request.  This is an urgent request and we need you to review, respond, and schedule immediately with the Tenant.

If you are not able to respond or schedule this work request, please reply to this message immediately.

Thank you.

 

EXAMPLE | Vendor - New Meld Expectations

Hello,

As you have been assigned and accepted a Meld, please review and understand the expectations on you as the assigned Vendor.

1. Schedule Meld (e.g. set Schedule Time on Meld, refer to https://propertymeld.zendesk.com/hc/en-us/articles/360012710454).  It is important for us to know when you are scheduled to do the work. When scheduled, the Tenant will automatically receive a notification 1-day and 1-hour before the scheduled appointment (e.g. reduces no-shows).

2. Upload before and after photos to the Meld.

3. Upon completion, send details of work completed through a Chat Message and Finish Meld.

4. Generate or Upload Invoice on the Meld.

Repeating these steps on the Meld will help us with knowing the ultimate status of the work and allows us to assist where necessary in responding to the Tenant.

Thank you.

 

EXAMPLE | Vendor - Non-Responsive Tenant

Hello,

Since we have not heard back from the tenant regarding the completion of this request, we are going to proceed with cancelling. When/if the tenant is ready to move forward with scheduling and completing, we will create a new meld and assign you to schedule and complete. If you
have any questions or concerns, please let us know.

We appreciate all your help.

Thank you and have a wonderful day!

 

EXAMPLE | Owner - Emergency Flood

Hello,

Emergency water loss was reported at your property and we have responded to this emergency call.  We have sent crews to address the issue, assessed the property, and initiating any necessary water extraction to preserve your property.

We will keep you updated as we have more information.

Please reply to this message or contact your property manager with questions.

Thank you