How do I let my team see and respond to tenant chats?

Chatref’s shared inbox is built into every account — no extra configuration needed. As your AI agent answers tenant questions about lease terms, maintenance requests, or rent payments, every conversation appears in the team inbox in real time. All members of your real estate workspace can:

• View live tenant chats as they happen
• Respond directly in the same thread — no forwarding, no copying
• See the full conversation history, including what the AI agent already said
• Know who is handling which chat with clear assignee indicators

Because the inbox is shared by default, property management collaboration happens naturally: one team member can start a reply, another can jump in, and everyone sees the same tenant chat handoff context. There are no separate logins or per‑seat fees — your entire office works from one real estate team chat hub.

The AI agent deflects routine queries — “when is rent due,” “how do I submit a maintenance request” — but sometimes a tenant needs a person. Chatref’s tenant chat handoff happens in two ways:

1. Manual handoff — A team member monitoring the inbox takes over a live conversation with one click. The tenant never needs to restart the chat; the handoff is seamless.
2. AI‑triggered escalation — You can set the AI agent to signal the team when a conversation needs human attention, for example, if a tenant asks about a sensitive lease clause or reports an emergency repair.

In both cases, the thread remains in the shared inbox with the full tenant conversation sharing intact, so the person stepping in sees every message that came before.

As tenant conversations grow, tagging keeps your support team inbox manageable. Chatref’s conversation‑tags feature lets you automatically or manually label chats by type:

• “Maintenance,” “Lease question,” “Rent payment,” “Emergency” — applied by the AI agent based on what the tenant asks
• “Follow‑up,” “Escalated,” “Resolved” — applied manually by team members during or after a chat

Tags make it easy to filter the inbox, spot recurring issues in your portfolio, and ensure every tenant chat gets routed to the right person. For example, a property manager can quickly pull all conversations tagged “Maintenance” to hand off to the maintenance coordinator, while leasing agents focus on “Lease question” chats.

Chatref’s insights feature turns your inbox activity into digestible reports and email summaries. Without leaving the platform, you can see:

• Which tenant issues come up most often — tagged conversations reveal top categories
• Response times — how quickly the team (and the AI agent) reply
• Workload distribution — which team members handle the most tenant chats
• Trends — a weekly digest shows if maintenance requests spike in winter or lease questions rise before move‑in dates

These metrics help you staff your property management team appropriately and spot opportunities to improve your leasing documents or AI agent training.

How do I set up a shared inbox for my property management team?
The shared inbox is active by default when you create a Chatref workspace. Add your team members to that workspace, and they’ll see every tenant conversation in real time — no additional setup required.

What happens when a tenant question needs human help?
A team member takes over the chat from the shared inbox with one click. The tenant continues the same conversation seamlessly, and the full history is preserved. You can also configure the AI agent to notify the team when it detects a need for human escalation.

How do I assign tenant chats to different team members?
In the shared inbox, you can assign any conversation to a specific team member. The assignee’s name appears on the chat, so everyone knows who is handling it. You can filter the inbox by assignee to see only your own chats.

Can my team see the full conversation history?
Yes. Every tenant chat — whether answered by the AI agent or a human — appears in the shared inbox with its complete history. No messages are hidden, so team members always have the full context when they step in.

How do I know which team member is handling which tenant?
The inbox shows an assignee label on each conversation. You can search by assignee, filter by assignee, or scroll through the list to see at a glance who is responsible for each open tenant chat.

What metrics show how my team is handling tenant chats?
Chatref’s insights provide response times, top conversation tags, assignee workload, and escalation rates. A weekly email digest summarizes these metrics, so you can track whether tenant questions are being answered quickly and accurately over time.