How messages and issue triage work

Messages is your central inbox for tenant communication. Proper Agent's AI triage helps you prioritise and categorise incoming issues.

Step 1: Open Messages

Go to Messages from the sidebar. Unread messages show a badge count on the nav item.

Step 2: View conversations

Each tenant has a conversation thread. Click a conversation to read the full history and reply.

Step 3: AI issue triage

When a tenant reports a problem through the app, Proper Agent's AI automatically categorises it — for example as urgent maintenance, general enquiry, or rent-related. Triage suggestions appear on the message so you can act quickly.

Step 4: Reply to tenants

Type your reply in the message box and send. Tenants receive your reply in the tenant app and by email notification.

Step 5: Create a ticket for follow-up

For issues that need tracking, convert a message into a ticket. Tickets appear under Tickets with status, priority, and assignment so nothing gets lost.

Tips

• Check Messages regularly — urgent maintenance issues are flagged by the triage system.
• You can attach documents or links in your replies.
• All message history is kept for your records, even after a tenancy ends.