Clara settings inventory
Every setting a property manager can see in PropFlow, what it is called, where it is stored, where its value comes from, and what Clara does with it. The phone-number fields come first, because one of them caused the Camellia transfer loop.
Captured 2026-10-21 on production, look-only (nothing saved), on the test company Fairhaven Residential (TEST) · code read at the tip of main the same day · Proposed — pending review · background: Camellia phone line RCA
1 · What we found
21
settings pages: 19 opened live, 2 from code
84
settings inventoried (knowledge counted by section)
10
places a phone number or person for a call can be set
3
of them are free-typed numbers with no loop check on save
12
fields flagged as risky
The short version. "A caller wants a person" is answered by two different mechanisms: lists of people (ring lists, Talk to a person) and a free-typed Office phone per building. The lists check for loops when saved and keep a history. The Office phone checks format only, keeps no history, fires no alert, and any team member can change it at any time.
The only loop guard is a hand-kept list of lines that forward into Clara. Camellia's main line was never on it, so typing it into Office phone sent every person-ask back into Clara.
2 · Every place a phone number or person is set
Ten settings decide who a call goes to. Rows marked risk are free-typed numbers a manager can save with no check that the number rings back into Clara.
| Shown as | Where | Stored as | Who can change it | Checked on save | History | What Clara does with it |
|---|---|---|---|---|---|---|
| Office phone risk | Calls & messages, building only | Property.officePhone | Any team member, any time, also after go-live | Format only | None | Dialed when a person-ask finds no list. Also dialed directly by the vendor transfer and the on-site-access transfer |
| Emergency phone risk | Calls & messages, building only | Property.emergencyPhone | Any team member | Format only | None | Emergency relay call (no loop guard); second choice behind Office phone |
| Talk to a person partly | Calls & messages, company and building | setting human_handoff | Company: PropFlow only. Building: any member | Number format, 1–5 entries. No loop check. Accepts typed numbers, not only teammates | Yes | Rings the list in order, then takes a message |
| When a leasing caller asks for a person, Clara rings | Call routing card, company | ring_list.leasing | PropFlow; the company only before go-live | Teammates; refuses numbers that loop | Yes | Rings the list; wins first for leasing asks |
| When a maintenance caller asks for a person… | Call routing card | ring_list.maintenance | Same | Same | Yes | Rings the list |
| When any other caller asks for a person… | Call routing card | ring_list.catch_all | Same | Same | Yes | Rings the list |
| Calls Clara can't help with forward to | Call routing card | catch_all.office_line | Same | Format + loop refusal | Yes | Forwards everything else |
| Maintenance calls go to | Call routing card, read-only | maintenance.intake_route | Onboarding answers and scripts | Format | Yes | Sends repair calls to the call center |
| Emergency on-call | Calls & messages, company | emergency.route.* | PropFlow and company admins | Teammates, at least 2, loop refusal | Yes | Calls, texts and emails in order until someone answers |
| Office phone Clara may give residents | Onboarding, General questions | settings.emailSignature.phone | Members before go-live, PropFlow after | — | Onboarding stamp | Printed in emails. Never dialed, despite the same name |
Not in the app: a building's leasingDeskPhone (set by script only; the number Clara reads out to callers). Escalation owner is an email, not a phone. Sources: scoped-fields/calls.ts, human-handoff-route.ts, call-outcomes.ts, api/settings/call-routing/route.ts, api/properties/[id]/route.ts.
(303) 555-0142 reads like a saved value. The help text says "Clara transfers callers here… when they ask to speak with someone."
More: Emergency on-call, Escalation owner, full Calls pages
3 · How Clara picks who to ring today
human-handoff-route.ts lines 500–544, voice personalization route (office-phone fallback, vendor and on-site transfers), clara-line-loop.ts, config/phone-registry.json.4 · Page by page
Company overview
Follow-ups card plus links to every topic page.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Follow-ups | when Clara chases quiet leads, tenants, vendors | both | card only | typed | member or staff | size and delay limits | FOLLOWUP# cadence rows |
Screenshot
Leasing & tours
Company view; the building view adds four notice switches.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Tour length | length of the calendar block | both | empty → PropFlow default 30 min | typed / onboarding | member or staff | 15–120 | org tourDurationMinutes; building leasing settings | |
| Video tour link | sent in confirmations and reminders | company | blank | PropFlow | staff only | https, checked three times | org videoTourLink | |
| Application link mode | decides who sends the application | company | Same link for everyone | typed | member or staff | allowed values | org applicationLinkMode | |
| Application link | risk a bad link goes straight to prospects | texted and emailed to prospects after tours | building | blank | typed | any member, no lock after go-live | any URL scheme passes (new URL() only) | building leasing settings applicationLink |
| AppFolio sends the application by email only | whether Clara also texts it | company | shown | typed | member or staff | on/off | org applicationLinkClaraTexts | |
| Tour showers | who can be booked for tours | company | none | typed / onboarding | member or staff | teammates only | org tourShowers | |
| Buffer between tours | spacing between booked tours | company | PropFlow default | typed | member or staff | 0–120 | org tourBufferBetweenToursMinutes | |
| Guest card note after a text · Email when a tour can't be booked · Email when a booked time is gone · Text the prospect when a booked time is gone | notes and notices; the last one texts the prospect | building | all off | typed | member (first one needs PropFlow approval) | on/off | building leasing settings |
Screenshot
Fees & deposits
One company amount, with per-building exceptions.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Application fee · Admin fee | watch Company knowledge text also states an application fee | quoted to prospects | both | Prefilled (unconfirmed) | prefill at property creation | member, no lock | $0–100k | PropertyKnowledge.pricingDetails |
| Security deposit | watch knowledge text says "one month's rent" | quoted | both | PMS backfilled; "Apply to 30 remaining" | AppFolio charges, one-off script | member | $0–100k | same |
| Pet deposit · Pet rent (monthly) | risk same facts show "Not set" on Policies and different amounts in knowledge text | quoted | both | Prefilled | prefill | member | $0–10k | fees.petDeposit, fees.petRent |
Screenshot
Renewals
Offer rules (read-only card), seven questions, and a per-building start day.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Renewal offers (8 rows: rent, lease lengths, month-to-month premium, past-due, late payments, hold threshold, who sends, review) | watch +$150 here, +$100 in knowledge text | builds and gates each offer | company | market rent; 12 months; month-to-month +$150; …; review on | onboarding | PropFlow after go-live | per-row schema | renewal.* settings |
| Seven follow-up questions (timing, no-reply, eviction marker, do-not-contact…) | watch looks live, isn't | nothing reads them yet ("Clara will use this soon") | company | Not answered | typed | member or staff | ≤1000 chars | onboarding.collected.* |
| Open renewal (days before lease end) | when the renewal starts | building | empty → company 90 | typed | member | 1–365 (company 14–180) | building leasing settings |
Screenshot
Calls & messages
The phone rows are in section 2. The rest:
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Ring time (seconds) | how long each phone rings | both | 20 | PropFlow | staff at company, member at building | 5–30 | human_handoff | |
| Office hours | watch knowledge text gives different hours | in-hours vs message | company | Mon–Fri 8:30–5 | onboarding | PropFlow after go-live | hours editor | office_hours |
| Shows (caller ID per destination) | what the person's phone shows | company | caller's number | PropFlow | PropFlow after go-live | two choices | transfer.caller_id_by_destination | |
| Escalation owner | where team notices go when a building names nobody | company, building inherits | a test inbox | onboarding | PropFlow after go-live | valid email | Organization.escalationOwnerEmail | |
| Never say or promise · Main language · Second language | prompt rules; offers Spanish | company | Not answered | typed | member or staff | length / options | onboarding.collected.* | |
| Holiday closures (building) | watch the calendar option is stored but not read | closed days for tours and calls | building | US federal default | typed | member | names only; calendar URL https | PropertyKnowledge.holidayPolicy |
| Other names for this building | matches what callers call the building | building | Juniper House | typed | member | — | PROPALIAS# rows |
Screenshot
Notifications
Company page; the building page asks you to pick a building.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Who gets the weekly lead summary | watch label says weekly; it sends Monday and Friday | sends the lead summary | company | Not set (off) | onboarding | PropFlow after go-live | valid emails; need not be teammates | leasing_digest.recipients |
Screenshot
Connections
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Leasing email (Microsoft 365) | reads and sends Clara's email | company | connected | typed (sign-in) | member | OAuth | mailbox connection | |
| AppFolio | watch the test company points at a real customer's AppFolio database | sync of units, rents, tenants | company | connected, last synced 12 days ago | PropFlow | staff | — | PMS connection |
| Tour calendars · Maintenance calendars | tour pool (same key as Tour showers); maintenance list is not read | company | nobody | typed | member | teammates | org tourShowers; maintenanceCalendarPeople |
Screenshot
Team
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Invite email · Role · Building access | who can sign in and see what | company / building | 9 teammates | typed | admin | server checks only for "@" | users and memberships |
Screenshot
Billing
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Plan | — | company | no plan; 200-unit minimum | PropFlow | staff | — | Stripe |
Screenshot
Knowledge & policies
47 questions in ten sections plus 17 free-text knowledge entries, company and building. Grouped by section.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Pet fee · Pet deposit · Monthly pet rent | risk conflicts with Fees page and knowledge text | pet answers | both | Not set | typed | member or staff | $0–10k | fees.pet* |
| Your company: portal link · other names | watch | not read today | company | Not answered | typed / PMS hint | member or staff | no URL check | onboarding.collected.* |
| Pets (1) · Applying (9) · Money (4) · Lease (5) · Rules (5) | what Clara answers | both | some from AppFolio (rent due 16th, month-to-month) | prefill + typed | member or staff, no lock | money 0–1M | knowledge.* | |
| Building & amenities (6) | risk wrong text offered as an answer | what Clara answers | both | Utilities hint is listing marketing text | AppFolio listings ingest | member or staff | money 0–1M | knowledge.* |
| Tours & move-in (4) · Living there (3) · Move-out (3) · Custom (1) | what Clara answers | both | blank | typed | member or staff | length limits | knowledge.* | |
| Company knowledge (17 entries) | risk money in free text that disagrees with the structured fields | what Clara answers | company | written by PropFlow Oct 12 | PropFlow | member or staff | ≤500 chars | knowledge.section.* |
Screenshot
Your account (per person)
Profile, Sign-in & security, Calendar, My notifications.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Name · Phone | risk editing your profile changes who Clara rings, no loop check | this is the number Clara rings for that person on Talk to a person and Emergency on-call | person | — | typed | the person | E.164 in the browser; server errors not shown | Person record; phone writes the primary phone |
| Email · Role · Time zone · Photo | display | person | Platform Admin | — | the person | time zone list | user record | |
| Second step at sign-in | sign-in | person | none | typed | the person | — | auth | |
| Calendar for the tours you give | books tours on it | person | not connected | typed (sign-in) | the person | OAuth | calendar connection | |
| Email me when a tour is booked… · Text me prospect updates + Your mobile | risk turning on texts also overwrites the number Clara rings | tour emails and texts | person | "couldn't load" for this login | typed | the person | E.164 | staff.tourAlerts + the primary phone |
Screenshot
PropFlow admin (staff only)
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| SMS Messaging · Vendor Quote Emails · Vendor Dispatch Emails | watch reads as per-company, applies to all | global sending switches | every company | shown | PropFlow | staff | on/off | smsEnabled, vendorQuoteEmails, vendorDispatchEmails |
Screenshot
Onboarding & go-live
Not under Settings, but it writes settings. Fairhaven: completed Oct 10, answers locked.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Five unanswered call questions (leasing transfer, phone provider, who can change routing, after-hours, catch-all) | watch stuck after go-live | two feed routing; three are not read | company | unanswered | typed | locked after go-live; three have no Settings page | free text, no phone/email check | two write real call keys; three write onboarding.collected.phone-* |
| Buildings (per-building rows) | which buildings Clara serves | building | listed | AppFolio sync + typed | member before go-live | — | property records |
Screenshot
Maintenance not seen live
Module is off at Fairhaven, so the page redirects. From code.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Maintenance tech phone | watch | technician dispatch texts go there | building | — | typed | member | dialable + E.164 | maintenance settings |
| Send repair rating texts | rating text after a repair (default on) | company | — | typed | member or staff | on/off | maintenance.ratingPromptEnabled | |
| Auto-approve external vendors under | risk | approves vendor spend without a person | building | — | typed | member | no money limit | aiAutoApproveThreshold |
Collections not seen live
Module is off at Fairhaven. From code.
| Setting | Flag | What Clara does with it | Scope | On Fairhaven | Comes from | Who edits | Checked on save | Stored as |
|---|---|---|---|---|---|---|---|---|
| Late fee % / flat / grace period | quoted to residents | building | — | typed | member | 0–100 %, cents | fees.lateFee | |
| Past-due rent reminders | reminder schedule | company | — | typed | member or staff | cadence check | TENANT_COLLECTIONS_DELINQUENT cadence |
5 · Fields that can break a live path
| # | Field | What goes wrong | Who it hits |
|---|---|---|---|
| 1 | Office phone (building) | Any member can type the line that forwards to Clara. Format check only, no history, no alert. Also dialed directly by vendor and on-site transfers. | Callers asking for a person (Camellia, 13 loops) |
| 2 | Emergency phone (building) | Same free-typed box; the emergency relay call has no loop guard. | Emergency callers |
| 3 | Talk to a person list | Accepts a typed number, not just teammates; no loop check on save. | Callers asking for a person |
| 4 | Profile Phone and Your mobile | Both rewrite the number Clara rings for that teammate on Talk to a person and Emergency on-call. No loop check; save errors not shown. | Transfers and emergencies |
| 5 | Two fields named "Office phone" | One is dialed for transfers, the other (onboarding) is only printed in emails. Same name, different meaning. | Managers filling either one |
| 6 | Application link | Any link scheme passes; any member can change it after go-live. | Prospects |
| 7 | Fees and pet amounts | The same fact lives in Fees, Policies and free-text knowledge with different values. | Prospects quoted money |
| 8 | Office hours vs knowledge text | Two sources of hours that disagree. | Callers after 5 or on Saturday |
| 9 | Auto-approve external vendors under | Money threshold with no upper limit. | Owners' money |
| 10 | Emergency on-call list | Fairhaven holds one person against a two-person minimum, with no email; the minimum is checked only at save time. | Emergency callers |
| 11 | Utilities hint from listings | Marketing text offered as the answer to a factual question. | Prospects |
| 12 | Admin SMS switch | Looks per-company, turns texting off for every company. | Everyone |
6 · Recommendations Proposed — pending review
Each theme has options and one recommendation (★). Fede picks; nothing here changes until he does.
(a) Who a "talk to a person" call goes to
| Option | Trade-off | |
|---|---|---|
| A1 ★ | One mechanism: lists of teammates. Remove Office phone and Emergency phone from every transfer path (person-ask fallback, vendor transfer, on-site access). No list means Clara takes a message. Camellia and Yale get a list before the switch. | One signal, one mechanism. Customers with no list lose the typed fallback, so lists must be set first. |
| A2 | Keep the box but rename it to what it is, e.g. "Number Clara can give callers", never dialed for transfers; refuse any number that rings Clara. | Keeps a useful public fact; still two boxes to explain. |
| A3 | Keep today's fallback, add a loop refusal on save. | Smallest change. Still two mechanisms; the refusal depends on the forwarded-line list being complete. |
Under every option: a list entry is a teammate, never a typed number. An outside number (call center) is a named contact PropFlow adds.
(b) What a customer should not type at all
| Option | Trade-off | |
|---|---|---|
| B1 ★ | Derive, then confirm. Public phone, address, hours, fees and the forwarded main line come from the website and AppFolio, shown with their source and a "this is wrong" link. The forwarded main line is recorded at onboarding and fed into the loop guard automatically. | Fewer typed facts and one source per fact. Needs a source stamp on each field. |
| B2 | Lock call routing, phone fields and fees after go-live (PropFlow edits on request), like Escalation owner today. | Safe, but slower for customers and more work for us. |
| B3 | Leave editing open; rely on (c). | No friction; relies on catching mistakes after they happen. |
(c) Checks, history and alerts on any phone destination
| Option | Trade-off | |
|---|---|---|
| C1 ★ | All three, everywhere a number can be dialed (including Profile phone and Your mobile): refuse any number that rings Clara, keep who-changed-what history, and post an alert on every change to a transfer destination. Add the live loop alert from the RCA (a transfer leg that lands on a Clara number). | Most work; closes the class, not just this field. |
| C2 | Loop refusal and history only. | Catches the Camellia shape; a bad but non-looping number still goes unnoticed. |
| C3 | Live loop alert only. | Cheapest; finds the problem after the first caller is dropped. |
(d) Page grouping and wording
| Option | Trade-off | |
|---|---|---|
| D1 ★ | Group by what Clara does: "When someone asks for a person", "When there is an emergency", "What Clara tells callers". Each box says what happens, e.g. "Clara rings these people in order, then takes a message." "What Clara does today" lists every path that can dial a number, including vendor and on-site transfers. | A larger page rework. |
| D2 | Keep the layout; rewrite labels and help text, drop grey example numbers that look saved, and give the two "Office phone" fields different names. | Quick; does not fix the two-mechanism split. |
Also worth one line each: hide the "Clara will use this soon" questions until something reads them; say "Monday and Friday" on the lead summary; label the Admin switches "all companies".
7 · How this was captured
- Headless browser, signed in as the PropFlow smoke test login, scoped to Fairhaven Residential (TEST) through the page address. Nothing was saved; the only clicks were on building tabs.
- The smoke login's stored company was a real customer (Western Slope), not the test company. Those first screenshots were deleted and are not on this page. The browse skill's note that it "lands on the test company" is wrong today.
- Maintenance and Collections pages redirect to the overview at Fairhaven because those modules are off there. Their fields are listed from code and marked "not seen live".
- Two "My notifications" settings showed "We couldn't load this setting" for the staff login.
- Code facts were read at the tip of main on 2026-10-21; file references are in the tables.