Camellia goes silent on resident questions

Your question: did the new notification refactor miss Camellia? Yes. The fix is to use Western Slope's framework everywhere.

2026-10-06 · Camellia, Western Slope, Situs · Proposed — pending review

Answer Your calls Camellia alerts

The answer

Yes, the refactor missed it. For Camellia resident and "other" questions, Clara has no honest reply and no one to tell. Fix: every situation ends in one of three outcomes, decided by what happened in the conversation. No per-property handoff setting.

1. Clara handles it→Done

2. Clara asks the team→Team replies→Clara relays

3. Full handoff→A person owns it

Your calls

Clear the 3 customer rows (Camellia, Yale, Western Slope company line) once the code stops reading them: yes (recommended) / hold.
Situs has nobody to receive an ask: set the company team email at onboarding. Until then, engineering gets the alert.

What decides the outcome (no settings)

Situation	Outcome	Who receives
Clara can answer or act, including booking a tour	Clara handles it	Nobody needed
Clara lacks a fact or policy	Asks the team, relays the reply	Property contact, else company team email
A person must act, or the caller asks for one	Full handoff	Same
Nobody on file (Situs today)	Engineering alert plus an honest reply to the renter	Engineering

The only config left is who receives. It already exists (company level, property can override), matching Gera's architecture page.

New tour rule: anyone who has not moved in can tour, signed or not. Incoming residents can check times and book a tour.

Plan, in this order: investigation, harness, code

Deep investigation (done above).
Test harness. No fix ships before it.
Code.

Step 0: the harness (first PR, about 300 lines)

Extends the existing team-notify end-to-end harness, which runs the real decision code with nothing live. Grid: company (Camellia, Western Slope, Situs, test) × conversation kind (prospect, maintenance, incoming resident, current resident, vendor, other) × channel (text, email, voice) × situation (Clara can / can't, ask the team / caller wants a human), about 216 cells. Each cell checks:

The outcome is exactly one of the three.
Every ask or handoff has a recipient, or an engineering alert.
"Noted for the team" appears only when a notice was recorded.
"Can do it" cells have the tool.

It starts red on today's code, on purpose: Camellia resident and "other" turns (forward to nobody), incoming-resident tour request (no tool), Situs (nobody told), Western Slope company line on non-leasing. Four planted-wrong-outcome controls must also go red.

Then 9 cleanup PRs

One concern each, 300 lines or less, live everywhere on merge, no switches.

#	Change
1	Forward always asks the owner chain (delete the "autonomous" branch)
2	Canned reply only when a notice was recorded
3	Forward goes through the engine (Gera's lane, via the bridge)
4	Remove the short-circuits from follow-up nags and reminders
5	Fold the separate "autonomous team note" into the ask
6	Prompt and guest-card flags
7	Voice lane (transfer-or-message routing stays)
8	Safety checks, collections and bench profiles
9	Delete the setting, the script and the 12 stored values

Risk: Camellia's leasing lane moves from "team note" to "ask and relay". Camellia staff have never replied to Clara, so the no-reply path (one reminder, then an honest reply to the renter) must hold. The harness covers it.

What we found in production (read-only)

Company	Old setting stored	Who receives an ask
JP&Co	Camellia = "autonomous"; Yale = "coworker"	Team mailbox
Western Slope	Only the company line = "autonomous"; its 89 homes have none	Leasing mailbox
Situs	None	Nobody (no owner or team email on the company or any of 52 properties)
Test properties	5 rows	Test inboxes

12 stored values in total, 3 at real customers. Only an admin script writes it. About 40 places in the code read it (texting, email, voice, forwards, follow-up nags, collections, safety checks). The new notification engine never reads it; it decides from what happened (forward used, caller asked for a person, message left, thread already owned by a person). The forward tool still bypasses the engine.

What happened at Unit 515

A future tenant at Unit 515 texted asking for a tour on Oct 13 at 1 PM. (AppFolio could not confirm whether they signed; they are a future tenant, no staff countersign pending.)

Resident conversations have no tour tool, so Clara forwarded to the property team.
The forward reached no one.
A safety check swapped her reply for "I've noted that for the property team."
The resident asked "Is this confirmed?" and got "connect directly with the property team."

Only PropFlow's internal alert saw it. The tour was booked by hand.

Camellia alerts: wire like Western Slope

Read from production, 2026-10-06. Only one real setting differs for team and observer email.

Setting	Western Slope	Camellia
Company copy on every Clara and staff email (observerBcc)	On, hello@ listed	Missing
Copy on team notices (staffObserverBcc)	On	On
Team notice inbox (company escalation email)	Leasing inbox	Camellia inbox
Team-notify engine, handoff mode	On, autonomous	On, autonomous
Team notices send mode	Not stored (now Live)	Live, stored
Escalation copy to hello@ (property row)	None	Set

When it stopped: I found no stop. Camellia team emails reached its inbox on 09-29, 09-30, 10-02, 10-04 and 10-05 (19:31 UTC, the engine's first notice). Nothing is held in the logs.
Suspect ruled out: the 10-05 change made an unset Team notices mode mean Supervised (held). It was reverted to Live in #17211 on 10-06 22:12 UTC, and Camellia now stores Live. Camellia's own handoff mode is not the cause.
The real gap: Camellia has no company observer-copy row, so Clara's prospect emails at Camellia never copy hello@. Western Slope's do. Team notices still copy hello@ through the other switch.
Fix is data, not code: one write to the Camellia company row, the same one Western Slope has. No PR.
Not proven: I could not see the Bcc line in the logs, so whether hello@ copies landed for team notices is unconfirmed. Check hello@ after the write.

Proposed write (needs Fede's go): set settings.observerBcc = {enabled: true, emails: [hello@propflowai.co]} on ORG#org_jpco via scripts/notifications/set-observer-bcc.ts (company-wide, with the real-org bypass and authorization text).

Engineering detail

handoff-mode.ts:113/119: explicit property value wins before the leasing-only check.
handle-forward-to-property-manager.ts:840, 2272-2297, 484-489: no-page result and its text.
open-matter.ts:1554: maintenance mode check.
conversation-manager.ts:2593-2618, 15385, 15623: canned-line rewrite.
incoming-resident.ts:61: grants only key-pickup tools.
src/lib/team-notify/decide.ts:83: the engine's decision point.
Harness: scripts/team-notify-e2e/.
Designs: team-notification-engine.html, clara-coworker-staff-loop-v2.html.
PRs: #16135, #7118/#7123, #12307, #12832/#12845.