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WhatsApp Packages
Property management WhatsApp playbook

WhatsApp Automation for Maintenance Service Requests

Resolve maintenance requests 3x faster. Automated ticket logging, technician dispatch, and tenant updates via WhatsApp.

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Message templates

Request Received

Trigger

Maintenance ticket created

Message

Hi {{name}}, your maintenance request #{{ticketNumber}} for "{{issueType}}" at {{unit}} has been logged. Priority: {{priority}}. A technician will be assigned within {{assignmentTime}}. Reply PHOTO to add photos.

Timing

Within 5 minutes of submission

Technician Assigned

Trigger

Technician assigned to ticket

Message

Hi {{name}}, {{technicianName}} has been assigned to your request #{{ticketNumber}}. Scheduled visit: {{date}} between {{timeWindow}}. Reply RESCHEDULE if this does not work.

Timing

When technician assigned

Visit Complete

Trigger

Technician marks job done

Message

Hi {{name}}, the technician has completed work on request #{{ticketNumber}} ({{issueType}}). Is the issue resolved? Reply YES or NO. If further work is needed, we will re-open your ticket.

Timing

Immediately after technician update

Satisfaction Survey

Trigger

24 hours after resolution

Message

Hi {{name}}, how would you rate the maintenance service for request #{{ticketNumber}}? Reply 1-5 (1 = poor, 5 = excellent). Your feedback helps us improve.

Timing

24 hours after resolution

Automation workflows

Request Submission

Trigger

Tenant sends maintenance message

  1. Identify issue type via quick-reply categories
  2. Collect unit number and description
  3. Request photos of the issue
  4. Generate ticket and confirm priority level
Outcome

Maintenance ticket created with full details

Technician Dispatch

Trigger

Ticket created with priority

  1. Assign technician based on skill and availability
  2. Notify tenant of scheduled visit window
  3. Send technician the ticket details and photos
  4. Confirm tenant is available for the visit
Outcome

Technician dispatched with all information needed

Resolution and Feedback

Trigger

Technician marks job complete

  1. Ask tenant to confirm issue is resolved
  2. If not resolved, re-open ticket and escalate
  3. If resolved, send satisfaction survey
  4. Log rating and any comments for property manager review
Outcome

Issue confirmed resolved with tenant feedback collected

Quick Request Submission

Tenants report issues via WhatsApp with category selection, photos, and unit details. No phone calls or forms needed.

Automatic Ticket Creation

Every WhatsApp request becomes a tracked maintenance ticket with priority, photos, and unit information.

Technician Assignment

Auto-assign technicians based on issue type, skill set, and availability. Notify tenant of scheduled visit.

Real-Time Updates

Tenants receive updates at every stage: logged, assigned, scheduled, in-progress, completed.

Satisfaction Tracking

Post-resolution surveys collect ratings. Low scores trigger automatic escalation to property manager.

Multi-Property Support

Manage maintenance across multiple buildings and communities from one WhatsApp number with unit-based routing.

FAQ

Does it work with Ejari-registered properties?

Yes. Tenant verification can reference Ejari contract numbers, and the system supports RERA-compliant communication.

Can it handle emergency maintenance?

Yes. Emergency keywords (flood, fire, gas leak) trigger immediate escalation with priority dispatch and manager notification.

Does it integrate with our property management software?

We integrate with Yardi, Entrata, RealPage, and locally used systems for ticket sync and technician management.

Can tenants track their request status anytime?

Yes. Tenants reply STATUS followed by their ticket number to get instant updates without calling the management office.

Related

Industries
Property ManagementFacilities ManagementCleaning & Maintenance Services
Integrations
WhatsAppGoogle SheetsTrello
Use Cases
Tenant Maintenance RequestsWhatsApp SupportSupport Ticket Routing
Automate
Ticket Routing and EscalationRent Collection RemindersPayment Follow-Up & CollectionsPreventive Maintenance SchedulingWork Order ManagementFleet Scheduling
Blueprints
Facility Maintenance Scheduling

Handle maintenance requests faster

Set up WhatsApp maintenance automation for your properties.

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