Situs Group onboarding handoff

For Gera. Everything needed to take Situs Group from "connected" to a working knowledge base and a proven line, in the order that worked at Western Slope. This is the Situs lane page (lane 3 in LANES.md); log every activation here.

Written 2026-09-30 from the onboarding playbook, the Western Slope knowledge session (Sep 15), the code on main, and a read-only check of production the same evening. Numbers below are from that check; times are Mountain.

Go-live checklist (turn-on tomorrow)

Fede turns Situs from supervised (Clara drafts, a person approves) to autonomous (Clara sends) tomorrow. One setting does it, and it flips back instantly.

The gates: state, owner, evidence

Gate	State	Owner	Evidence
Opus 5.5 replay of the first prospect email, 277 Situs cards	proven	Clara Refactor (001)	Bar passed (001, Oct 31): 356 real cards, Opus better 161 / tie 139 / worse 56, must-never-do 40→32.
Opus swap for the first prospect email	live	Clara Refactor (001)	PR #24036 merged, live for every customer since Oct 31 05:11Z; Willows proof 05:20Z (conversation 35a617cb, reply in 75 s on claude-opus-5-5).
Guest cards from every email lead source (TurboTenant, AffordableHousing, website form)	proven	003	Three PRs merged (#24000, #24013, #24038), production inbound worker on main since 03:55Z Oct 31. Willows end to end in production 04:07Z: pre-screener with a reply address → guest card 363, Clara first email delivered to the persona inbox 04:08Z (conversation 15952cda); name-only 'New lead!' → guest card 364, no email, no alert. Same path holds the reply at Situs under drafts. Dry run of this week's 36 Situs notices: 17 lead notices from 11 renters would become ~11 cards. sources
Situs reply list includes TurboTenant and Affordable Housing	done	003	Added Oct 31 05:56:38Z via scripts/set-lead-scope.ts --apply; 14 → 16 sources, verified readback.
Backfill this week's 11 TurboTenant/AffordableHousing renters at Situs (Darrin N., Vanessa L., Patricia R., Alissa D., Taquisha L., Chataca B., MJ C., Abdoulfaradj A., Michael J., Jodie P., Aqua L.)	declined	003	Fede, Oct 31: no. No cards and no late first emails for these 11; intake applies to new leads from Oct 31 on.
Supervised scorecard	done	003	Section 18. replay
Staff-on-thread rule, one page	done, decided	003 / 001	Section 20 one-pager reviewed by 001. Fede, Oct 31: applicants stay quiet (no Clara reply to applicants or to third parties writing for them).
Knowledge base answers	open	Gera	KB
Language fix and 3 Spanish decisions	handed to Smith/Gera	Smith / Gera	Language framework page published; handed off on the bridge Oct 31; decisions D1-D3 theirs.
Tour hours and weekends	Situs their answer	Situs	facts
Phone forwarding and transfer destinations proven	Situs their step, then a real call	Situs, then 003	order
Turn-on mechanics written down	done	003	steps
Rollback proven on paper	done (not yet run live)	003	steps
Resident email replies under live	safe 0 of 12 resident emails (Oct 20-30) got a Clara draft; every gate that stops them ignores the leasing mode	003	steps; watch: unrecorded residents are stopped only by the email category; third-party writers for an applicant would get a reply (edge case, no fix yet)
The three "not sent" / "send failed" texts (Deyci, Yaramin, Estrella)	safe verified	001	Verified by 001, Oct 31: no renter was left without a text. Deyci sent 14 s after approval; Yaramin sent 13 min later on a second try (issue #24022); Estrella sent 22 s after approval, one copy; the staff test stopped correctly because a teammate had texted 4 min earlier. The bug was the status staff saw: a queued send through the AppFolio inbox was reported as a failure. Fix PR #24021 armed; not a hold on the flip.
Tour offers name a host and lead with the time next to a nearby tour (companies with 3+ tour hosts)	merged, proof pending	003	PRs #24093 and #24100 merged Oct 31 (04:46Z, 05:26Z), no switch. Read-only replay against production records: JP&Co, Willows and Western Slope byte-identical (rule needs 3+ listed hosts, only Situs has them); Situs 1,378 rows, 318 offers changed (142 a different first time), 53 booking picks changed; single-day lookup: 17 of 530 Situs days now lead with a time next to a nearby tour. Willows cannot exercise the rule (too few hosts), so the proof is the next real Situs tour offer, watched.
Situs first email sends on its own (path live, Leasing stays Supervised)	live since Oct 31 05:56:41Z (Oct 30 11:56 PM Denver)	003	Fede's go: "okay let's do the first email proven and live first." Deploy checked on both sides first: web commit 4c7119bab (05:50:58Z) and the inbound Lambda main@4c7119ba (05:49:30Z). Willows proof in the Situs shape (Leasing set to Supervised, first-email path set to Live, 05:54Z): a TurboTenant pre-screener lead for the Willows went through the real inbound door and the production queue; Clara's first email went out on its own at 05:55:17Z (conversation 5e983b70-fa39-4f43-adc6-f62bf0d4d760, record 1a2ad7e9-f21c-459e-b01a-1348989fce36, outcome answered/sent) and landed in the test renter's inbox at 05:55:20Z from the Willows mailbox, subject "Re: Interested in The Willows"; no hold row, no shadow draft; AppFolio guest card 366 created at 06:00:48Z (source TurboTenant). The lead had no phone, so the follow-up text hold was not exercised. Willows restored at 05:56:22Z (Leasing Live, path back to "same as the module"), both read back. Situs: reply list widened from 14 to 16 sources (TurboTenant and Affordable Housing added, 05:56:38Z) so those leads get a first email too; then the path "First reply to a new emailed lead" set to Live at 05:56:41Z; readback: override live, resolved live from the override, Leasing module still Supervised; the Paths page shows Leasing "18 paths · 1 with its own setting". Still held at Situs: the follow-up text and every later reply. Rollback is the same row back to "Same as the module" (seconds, no deploy). Writes went through the same code the admin page uses (the smoke login is read-only). Proof to watch: the first real Situs lead after 05:56Z shows "Email Sent" on the card with no approval card.
Situs first text (after the first email) sends on its own	live since Oct 31 14:43:23Z	003	Fede's go: "Text too." Path leasing.first_reply_text set live (override); Leasing stays Supervised. Willows proof in the Situs shape, run 964b75: lead 14:32:15Z, prospect 1d619fc3-33c5-449f-bb10-fae4beeaccd6, first email sent on its own 14:33:18Z (conversation c31c5d56-fc61-42b1-ba5c-0643e9fc8578, no hold), first text sent on its own 14:34:34Z (Twilio SM122815155083abebebd69b968619c219), holds 0. Willows restored afterwards. Rollback: clear that one path override.
Resident text to the Situs desk line, morning check	morning, before the flip one resident-style text from our test phone; expected: no Clara reply	003 + Fede	result posted here

Known limits and holds

• First Clara-booked Situs tour: confirmation and reminders proven at Willows only; the first real Situs booking is watched as the proof. AppFolio tour reminders stay on at Situs until then.
• Known limit, not a hold: the replay writes first emails on today's inputs and today's tour calendar, so today and tomorrow wording and offered times are judged for consistency only. The live Willows run covers that.
• Hold for the autonomous flip if not merged by morning: the two silence paths found at Willows (a reply muted with no card; a correct reply held with no release path). Fixes: one merged, two in the merge queue. A held reply with no release at an autonomous customer is a silent renter.

Turn-on steps, in order, each with its rollback

Status Oct 31: Clara's first email and the follow-up text now send on their own at Situs (email since 05:56Z, text since 14:43Z). Every later reply is still held for a person. Proof: Willows run 964b75 (prospect 1d619fc3, email 14:33Z, text 14:34Z, no holds). The steps below are the later fully-live flip, a separate ask after a clean week of later-turn reviews.

Staging by channel is not possible with a setting: email and text move together. The closest staging is a percentage ramp (steps 2 and 3).

#	Step	Exact change	Rollback	Deploy?
1	Empty the review queue first	Approve or reject every held Situs item. Held items do not release on the flip and expire after 24 hours.	n/a	No
2	Ramp a share of conversations (email and text together)	PUT /api/admin/companies/{company}/rollout-plan with module: leasing.prospects and steps 10, then 50, then 100 percent. A rejection pauses the ramp on its own.	Same call with percent: null; everything is held again.	No
3	Turn leasing fully on	PUT /api/admin/modules with module: leasing.prospects, mode: live, the company. Same as the Modules card on the customer page. Instant.	Same call with mode: drafts (back to Supervised). Harder stop: mode: preview.	No
4	Read it back	GET /api/admin/modules?organizationId={company} shows leasing live. Then one real prospect, start to booked tour.	As step 3.	No
5	Texts second	Not a setting. Email and text share one switch. A text-only hold needs the first-reply text and follow-ups to read their own mode, which is a code change.	n/a	Yes
6	Leave these alone	The 14-source list (leadScope); it is the only thing keeping hand-typed cards unanswered. The robot write policy is already live and is only a global emergency switch. The company live flag is already on.	n/a	No

• Going back to Supervised holds messages but does not stop writes to AppFolio; those go in both modes. Only Preview stops them.
• Once leasing is live, the "everything is held" rule for a fully supervised company no longer applies, so resident replies may start going out. Replay a few before the flip.
• The email-lead switch email.clara_auto_replies is off by default and unset at Situs. Check whether the new Gmail lead door reads it.
• Situs has no transfer-destination record yet (Western Slope has one). Setting it is part of the phone gate.

Full trace with the setting key, code location, current value and Western Slope reference for every setting: kept with the session notes (turn-on trace, 2026-10-30).

1 · Where Situs stands today (2026-09-30 evening)

State of every piece, with evidence

Item	State	Evidence
Company record	Exists: "Situs Group", plan starter, operating model centralized. Clara live switch off; every module off.	Org created Sep 22 12:34 PM by Jose's account.
AppFolio	Connected Sep 29, 9:58 AM (database situsgroup). The one-call-per-portfolio protections and the request budget were armed by hand Sep 29, 10:23 PM, after the 281-refusal storm that morning. As of Sep 30 those switches are being deleted from the code: the request budget is always on (#14255, merged), the sync always uses the one-call path (#14341, merging), and the leftover scripts and monitor go in the last two pieces, held until Fede lifts the no-new-PR rule (#14387).	Credential attachment on the org; playbook §9 retrospective.
Periodic sync	Paused since Sep 29, 11:01 AM MT. Gera's session wrote the pause: "Situs locked off until founders deliberately turn it on." Nothing syncs from AppFolio (no new guest cards, tenants, balances) and step 3 below cannot run until it is lifted.	CONFIG / PMS_SYNC_PAUSE#org_a3376147… row, pausedBy miniclaw (claude session, for Gera), read 2026-09-30 evening.
Buildings	52 imported (32 single-family, 19 residential, 1 unlabelled). 50 active, 2 hidden. At least 12 are not homes ("DO NOT USE" rows, IH Holdings LLCs, Situs LLCs, "Situs CFC One"). 3 Boise properties have no time zone.	Property index, synced Sep 29 9:59 AM.
Units	448 declared, 185 unit records, 154 leases. Nine apartment buildings have zero unit records (Alton 55, Lampliter 41, Carr Street 34, Mckenzie 24, Cottonwoods 22, Olde Town 20, Dahlia 12, Mayor 12, Dexter 11): 231 units missing. The 448 counts 19 units on the three "DO NOT USE" rows.	Unit and lease rows per building.
Other imported records	1,625 tenants, 1,135 guest cards, 319 rental applications.	Org-scoped counts.
Knowledge	None. Zero company entries, zero property rows.	Org node and all 52 property nodes.
Mailbox	leasing@thesitusgroup.com (Google) connected Sep 29 10:02 AM, healthy today.	Mailbox attachment.
Phone line / calendar	None attached.	Org attachments.
Settings	Only "join conversations across homes" (Gera's rollout, Sep 25). No office hours, tour hours, lead source, escalation owner, signature.	Org settings.
Users	Hugo Weinberger (Sep 29, 9:56 AM, passkey + MFA) ran the wizard; the teammates step errored 13 times and he skipped it 10 times (property_needs_timezone). Eileen O'Malley joined Sep 29, 10:31 AM.	Auth table.

2 · What is left, in order

Each step is done only when its proof is pasted in the log at the bottom. Every command is a dry run unless it says --apply. Commands need the production environment on the shell: DATA_BACKEND=dynamodb DYNAMODB_TABLE_NAME=propflow-prod AUTH_TABLE_NAME=propflow-auth-prod AWS_REGION=us-east-1. Without DATA_BACKEND=dynamodb the scripts silently read an empty local file.

The nine steps with commands and proofs

#	Step	How	Proof
1	Fix the three Boise time zones. This is also what breaks the teammates step for Hugo.	Property page, or the same path the import uses (#10542). Every home needs a time zone before anything else; Western Slope sent a 7 AM text because of this.	All 52 buildings read back with a time zone; Hugo's teammates step completes.
2	Clean the building list. Detach the bank, LLC, holding and "DO NOT USE" rows, and every commercial or mixed-use building (out of scope, Fede Sep 3).	Customer page → connections. The picker only unchecks these by default; Hugo checked them all. There is no engine rule yet that enforces residential only; that is a fix to build, no switch (see §5).	Building count equals the residential count Situs confirms in writing.
3	Run the one-time deep import (units, tenants and leases, vacancy and guest cards for 30 days, renewals and work orders, balances and 12 months of financials).	The five-stage runner in lambda/appfolio-sync/onboarding-import-runner.ts only runs for an armed account: row CONFIG / ONBOARDING_IMPORT_ARM#<org>#<accountKey>, written by setOnboardingImportArm. Today the only caller is the Willows bench script. Arm Situs, trigger job onboarding_import with {organizationId, accountKey}, and watch PmsImportRecord. The door-count gate fails loudly if fewer units land than AppFolio reports; that is the point. This arm is on the removal list (flag audit page, make-permanent table: verdict-remove); until that lands, arming by hand is the only way, and the sync pause above must be lifted first.	Unit records ≈ 448 (or whatever the cleaned list declares); Alton, Lampliter, Carr Street have units; import record shows all five stages done.
4	Company settings, once.	office_hours, tour.hours (scripts/settings/set-tour-hours.ts), org.timezone, signature (scripts/set-org-email-signature.ts), escalation owner (scripts/set-org-escalation-owner-email.ts --apply). Values come from Situs's written answers (Mon–Fri 9–5 per the atlas; confirm).	Each value read back.
5	Knowledge base. The whole of §3.	Questionnaire → hello@ → Fede → client review page → gold set → loader → live check.	knowledge:verify-live shows 0 missing, 0 unplaced.
6	Lead source. Situs must turn on AppFolio's guest-card email notification; we set the source.	scripts/set-org-lead-source.ts --org <id> --set appfolio_guest_cards --apply. Prospect record owner via the admin route.	One real guest card arrives and is recorded.
7	Calendar. Situs is on Google Workspace, so the Microsoft calendar consent does not apply.	See the Google calendar handoff page. Gmail read access is paused (needs a paid security audit); the mailbox is already connected, so only the calendar is open.	A test booking is found through the calendar API.
8	Phone: bind a number and set routing. Maintenance first (Fede, Sep 3: Phase 1 replaces the maintenance call center), then night and weekend leasing.	POST /api/admin/phone-numbers (dry run, read the current agent first); scripts/set-ring-list.ts --role leasing|maintenance|catch_all --org; scripts/set-human-handoff.ts --accept-mode. Situs's PBX is Crexendo, being rebuilt by Eileen: know the overflow, time-of-day and caller-ID behaviour before any ring list. 303-789-3030 is their forwarded main line and is never a transfer destination (Western Slope dropped three callers this way on Sep 22). Emergency line (720) 459-5986 is a valid maintenance destination.	Routing read back; one real call per destination on the day forwarding goes on.
9	Proof, then Fede's go.	Stage 0 dark → Stage 1 supervised for about a week (live switch + review hold on) → Stage 2. Leaving Stage 1 needs the judged replay with 0 "do not send" and ≥90% send-as-is, no open bug on Situs's own shape, a fresh-card proof after the latest deploy, and Fede's explicit go.	Logged in §6.

3 · The knowledge base, step by step

Open the step-by-step knowledge flow

Read the writer rules first: playbook, kb-writer rules. The short form: the client's answer is the fact; entries are facts, not lines Clara says; short, figures only; company table and property table are separate; listing data (rent, deposit amount, utilities, promotions, apply link) is not knowledge; never ask the client what the platform already knows; property overrides company on the same title.

3.1 Inputs you already have

• The AppFolio pull in production (step 3 above), plus the Sep 1–2 dumps at ~/situs-data/situs-dump-2025/ and situs-dump-2026/ on Fede's Mac mini (ledger in STATUS.md).
• What the dumps cover: 883 guest cards, 90 applications, 1,418 tenants with 174,619 logged events (93,656 emails with bodies, 32,309 texts, 45,960 lease and renewal rows, 1,355 notes), 2,588 work orders for 2026, inspections and renewals. All of it is what AppFolio recorded; the raw Gmail inbox is not included (Google read scopes need a paid audit) and phone calls handled by the call center are visible only through notes. History is context for what to ask; the client's written answer is the fact.
• Where Gera can pull the dumps: zipped packages on Fede's Google Drive, owner-only because of resident data (Fede shares them): 2026 dump (81 MB, README and data dictionary inside) and 2025 dump (26 MB). A normalized subset (guest cards, applications, tenants as of Sep 25) is in the Mac mini S3 backup under live/.claude/guest-card-corpus/option-d/situs/. The full 1.8 GB working set, including the question bank, exists only at ~/situs-data on Fede's Mac mini.
• Extracted facts: ~/situs-data/onboarding/facts/situs-facts.json (129 KB) and the draft "what Clara knows" page, situs-property-brain: 58 fact keys, confirmed and unconfirmed, with per-building overrides. Treat every unconfirmed key as a question for the client, never as a fact.
• The question bank: 397 questions mined from 5,465 real inbound messages (~/situs-data/onboarding/question-bank/). Before any fill Situs scored 27% answered, 2% wrong. Use it as the coverage grade after the load.
• The core checklist (playbook §4.2): office hours and contact, application fee, decision time, ID and income documents, income requirement, portable screening report, co-signers, vouchers, pets and deposit, assistance animals (never volunteered), lease terms, month-to-month notice, renter's insurance, smoking, tour method and hours, move-in payment, key handoff, after-approval steps, hand-off rules. Every one of these is asked before go-live; Western Slope went live missing the application link and the fee.
• The Western Slope gold set as the shape to match: propflow-docs/artifacts/western-slope-knowledge-gold-set.json (18 company entries, 7 property exceptions, 26 raw answers with verdicts). Situs and Western Slope are separate companies; never copy an entry across.

3.2 The flow

1. Draft the questionnaire from the pull. Only the gaps against the core checklist, plus the unconfirmed keys on the brain page. Do not ask what the pull or the listing already answers. Build the client review page with scripts/load-knowledge-base.ts --org <id> --slug situs-group --facts facts.json --review-list list.md --password … --write. It renders at /onboarding/review/situs-group.
2. Send the draft to hello@ first. Fede reads it before the client sees anything (playbook §4.3). Keep it to the cleaned entry next to what we think the answer is.
3. Client answers. Link and password go to Eileen (champion) with Hugo copied. Eileen's answers are the decisions. Ask back only when an answer contradicts itself.
4. Read answers back: scripts/export-knowledge-base.ts --slug situs-group --answered-only.
5. Write the gold set with Fede, one entry at a time. This is the step that took the Sep 15 session two hours and produced the rules. File: situs-group-knowledge-gold-set.json beside the Western Slope one, same keys (rawAnswers, approvedCompanyEntries, approvedPropertyEntries, notKnowledge, approvedBy, approvedAt). Company layer = general policy. Property layer = exceptions only, one per building that truly differs. Per-home or discretionary items end in "on the listing" or "the leasing team decides".
6. Load it, dry run first:

   npx tsx scripts/knowledge/load-knowledge-gold-set.ts --org <orgId> --file situs-group-knowledge-gold-set.json \
     --property-map situs-map.json [--front-door-for-unmapped]

   The loader refuses the whole run if any exception cannot be placed on a building. The real write adds --apply --confirm-table=propflow-prod --allow-real-org; that write at a real client is Fede's go. Do not use seed-org-knowledge.ts (company layer only, scratch orgs only; it caused the Sep 16 gap where seven home exceptions never landed).
7. Prove what Clara reads:

   npm run knowledge:verify-live -- --gold situs-group-knowledge-gold-set.json --org <orgId> --property-map situs-map.json --markdown out.md

   Passes only at 0 missing, 0 unplaceable, at least one entry checked. Exit 2 means the environment or the map is wrong.
8. Grade coverage against the 397-question bank and record the before → after (27% answered before any fill).
9. Test property inside their AppFolio (still an open ask to Situs) so smoke tests never touch a real home. Voice checks per exception live in scripts/voice-harness/scenarios/knowledge-exception-*.yaml.

3.3 Where it lands (so you can read it back)

• Company layer: org node, ATTACH#setting#knowledge.section.<slug>#<ts>, one {title, body} per row. Screen: /settings/knowledge.
• Property layer: PROP#<id> / KNOWLEDGE, sections[] plus pricingVerified, which protects client-confirmed fees from being overwritten by a scrape (the $27 vs $40 incident). Screen: /settings/property/knowledge.
• Hours are structured settings (office_hours, tour.hours), never knowledge prose. Live state (availability, balances) is never stored as knowledge.
• Clara reads both layers merged by the leasing knowledge block; property wins on a matching title; retired sections and fair-housing failures are dropped. Voice, text, email and the first guest-card email all read the same block.

4 · Situs specifics and traps

Open Situs specifics and traps

• People: Hugo Weinberger (president, decides), Eileen O'Malley (VP Ops, champion, rebuilding the phones), Noam Ashter (CFO), Lee McKibbin (leasing), Matt Miller (maintenance). Names came from a garbled transcript; confirm in writing before anything client-facing.
• Scope: residential only. Commercial and mixed-use buildings and the commercial emergency line stay out. Sizing basis is 645 residential units (Fede); AppFolio showed 640 with about 209 having no bedrooms. Get Situs to confirm the residential list in writing; that number is the door-count target for step 3.
• First workflow: maintenance intake, 24/7, logged in AppFolio, replacing the call center (Fede, Sep 3). Night and weekend leasing second. Renewals third, rent-floor gate first. The earlier "after-hours leasing first" on the atlas is superseded.
• AppFolio writes: read-only until Fede authorizes writes. Sending through AppFolio was declined Sep 3. One Clara login per client (decided Sep 8), no financial permissions, text MFA with remembered device; save Clara's AppFolio user number on the company connection.
• Phones: Crexendo, under rebuild. Main 303-789-3030 (never a transfer target). Residential emergency (720) 459-5986. Open with Eileen: overflow to an outside number, time-of-day routing, voicemail off per line, caller-ID passthrough.
• Email: Google Workspace. Mailbox is connected; Gmail read scopes need a paid audit, so do not plan on reading their staff mail. Application link mode is a company-level setting (Sep 19); check how Situs sends applications before writing any "how to apply" entry.
• Rate limits: the Sep 29 storm (281 refusals in 15 minutes) happened because the protections were not on at connect. They are on now for Situs, connect arms them automatically since #14072, and the switches themselves are being removed (see the AppFolio row in §1). If you see 429s again, that is a bug to fix, not a switch to press.
• Two known fixes, no switches, Fede's Sep 30 rule: (a) the deep-import arm should not exist; the import should run on connect for every company. (b) Residential-only should be an engine rule, not a picker default. Both are improvements to live behavior: build, prove at Willows, ship live everywhere. Note: Fede said "no new pull requests, finish work in progress" on Sep 30 evening; open these only after he lifts it.
• Two open code gaps that touch this handoff: the client's "I'm done" submit auto-applies answers only to the review's own property (a review with no property is skipped, so use the loader); knowledge sections carry no audience tag yet (rule 15).

5 · What Fede decides

• Lifting the sync pause Gera's session set on Sep 29 (with Gera). Recommendation: lift it only together with step 3, so the first thing that runs is the full import, not the partial sync.
• The real knowledge write to the Situs org (--apply --allow-real-org).
• The residential building list if Situs's written answer disagrees with the pull.
• Forwarding the main line, turning the live switch on, and each stage move. One activation per day, logged below.
• AppFolio write access for Situs.
• Any purchase (a phone number) or third-party production config (Twilio, ElevenLabs binding).

Present decisions to him as options with a recommendation, once, on this page.

6 · Activation log (append-only)

From Oct 26, day-by-day launch events, calls and step-ins live on the Situs launch log.

Open the activation log

Date	What	Who said go	Evidence
2026-09-22	Company record created	—	Org row, 12:34 PM
2026-09-29	AppFolio connected by Hugo; 52 buildings; mailbox connected	Hugo (client)	Credential and mailbox attachments 9:58 and 10:02 AM
2026-09-29	Request budget enforcement armed after the refusal storm	—	Config row 10:23 PM
2026-09-30	Request budget switch removed in code; always on for every account (#14255)	Fede ("no i want flag removed")	PR #14255 merged 17:29 UTC
2026-10-15	Guest-card source list built (PR #20019, dark, absent = every source)	Fede ("go build phase 0", Oct 15 morning)	lead-source-gate-2026-10#situs-slice
2026-10-15/16	Situs list set to "Zillow Rental Network"; prospects and maintenance modules on in drafts (supervised)	Fede (phase-0 slice); module rows dated Oct 16	Org row read 2026-10-22
2026-10-19	Clara line +1 720-740-4240 attached to the company	unknown (not found in this audit)	Org row; Twilio number created Sep 30
2026-10-20	Company switched live (claraLive) 19:00Z; Gmail reader first ran 15 s later	unknown (not found in this audit)	Org row; reader logs
2026-10-22	AppFolio inbox mirror on (read-only) 14:25Z	unknown (not found in this audit)	Org row
2026-10-23	Lead-source list widened from "Zillow Rental Network" to the 13 feed-created labels (Zumper, Rent., Realtor.com, Rent.com, Website (zillow), Website, Web, Email, Phone, Show Me The Rent, Website (PROD-AHLandlordTenantMail), EveryApartment); prospects stay in drafts (supervised)	Fede ("I want to enable those in supervised mode", 2026-10-23 ~01:00Z)	set-lead-scope read-back ✓ verified 01:0xZ; Situs handoff §8
2026-10-23	After the replay: first-reply fix 1 merged (#22061, names one other home elsewhere; architecture lane confirmed it stays). First-reply fix 2 built and proven on replay (#22071: one named home when the asked home is gone; never re-ask a size the card gave), parked as a draft, then closed unmerged on Fede's call ("i dont want that fix", evening; branch kept). 41 knowledge entries loaded earlier that day were rolled back; knowledge loading is Gera's plate.	Fede ("this was an audit… stop", 2026-10-23 afternoon): nothing further ships from these findings until he says build	PR #22061 merged; PR #22071 draft, preflight green

8 · Lead sources audit (2026-10-22)

Read-only audit, 2026-10-22 night. Prompt: "we haven't had any Zillow leads, and only Zillow is enabled; what other lead sources could we turn on?" Numbers come from the Situs company record, our live copy of their AppFolio guest cards, the Jan–Aug 2026 AppFolio export, the mailbox reader's logs, and Twilio. Every turn-on below is Fede's call.

Where Situs leads actually come from

Jan 2 to Sep 1, 2026: 978 guest-card inquiries in their AppFolio export. Right column: what happens to that source at Situs right now.

Zillow fell from 91 inquiries in July to 13 in August. AppFolio's own funnel report: plain Zillow 140 inquiries → 11 tenants, Zillow Rental Network 90 → 1; referrals and drive-bys convert best. The live copy undercounts before September; use the export for history and the live copy for recent weeks. Since Sep 29: 79 inquiries on 67 cards. Of the 12 Zillow-type cards, Clara started zero conversations; all arrived before go-live or under drafts, so none is a confirmed missed live lead.

The doors into Clara, Situs vs the other two customers

Mailbox evidence: the Gmail reader first ran at the Oct 20 go-live; in 75 rounds since it delivered 0 messages and skipped 57 as "not ours" without logging the sender, so we cannot see which listing sites write to leasing@thesitusgroup.com. Western Slope's Microsoft mailbox, which reads everything, holds 963 records including 177 from Zillow. Listings: 23 units listed on their public page now; their rent roll shows 65 vacant, 26 marketed (Gera, Oct 16).

What Situs syndicates to (their side)

Not readable from our seat AppFolio has no per-site switch that our Situs login can see. Each unit has one toggle, "Posted to the Internet", which sends the listing to AppFolio's whole partner network at once (Zillow, Apartments.com and the rest), plus "Posted to your Website". The one posted home we checked (2257 S. Franklin St) is on both, with Premium Listing off; "premium off" is the only reading that fits "we only pay for Zillow". Our login is a View Only user and AppFolio refuses it the Marketing tab and the vacancies page, which hold the listing contact email and any paid-site settings. Posted units: 23 (dashboard tile and public page agree) against 117 vacant unrented units. The listing contact email is not visible either; the public listing pages show only (303) 789-3030 and a contact form. To know which sites Situs pays for and where listing-site emails land, either Situs tells us or our user gets more AppFolio permissions. Confirmed AppFolio partners from AppFolio's own pages: the Zillow Rental Network (Zillow, Trulia, HotPads) and the Apartments.com network; Zumper, Rent., Realtor.com and Facebook could not be confirmed from AppFolio's pages tonight.

Side finding, not diagnosed: Situs's AppFolio request budget has been empty almost continuously since Sep 29 (6,074 "too many requests" refusals; guest cards still pull about once a minute and re-download the full three-year window each run, roughly 1,400 requests a day; 126 other pulls skipped in the last 24 h, mostly work orders, balances and occupancy). Guest-card sync itself is healthy: last pull 2026-10-23 00:03Z, 1,542 cards, no robot lockout.

Options (Fede's call)

Which labels the feed creates, and which staff type

Same method as the Oct 15 slice (the first "Guest Card Received / Created" line in each card's AppFolio history; it reproduces the 96 of 96 exactly). Twelve months to Sep 1, 2026, 1,030 cards. Cards created from a rental application are counted as system but are applicants, which Clara leaves alone anyway.

Six staff members typed the cards (one typed 344). Plain "Zillow" at 8% feed-created is the surprise: Situs staff hand-type Zillow email leads just as Western Slope did, so about a quarter of their volume (plain Zillow plus TurboTenant) arrives as email first, which is exactly the door the Gmail reader keeps shut. Source files: the Situs 2025 and 2026 AppFolio dumps, raw card history; the replay corpus's own creator field marks every Zillow Rental Network card "unknown", so it was not used.

Separate items, in order after option 1:

• Email leads at Situs: a correctness gap, not a policy question. The Gmail reader only ingests replies to threads Clara started, citing the Sep 15 "mailbox is for replies" rule, which Fede reversed on Sep 29–30 (reply to 100% of leads from every door; the only gate is the company being live). The Microsoft reader already ingests everything. Listing-site, website-form and direct leasing emails at any Gmail customer never reach Clara. Fix = full-inbox intake on the Gmail lane through the same classifier and skip reasons as Microsoft; no switch. Priority is Fede's call; first step either way is a one-time read-only tally of what lands in leasing@thesitusgroup.com. That tally is done: 90-day email leads report (Oct 23).
• Drafts → live for prospects. The supervised week per the testing playbook, then Fede turns it on.
• Syndication on Situs's side. One "Posted to the Internet" toggle covers AppFolio's whole partner network, so the sites are already on for the 23 posted units; the lever there is posting more of the 117 vacant units and Premium/paid placement, a conversation with Situs.

For engineers: the filter is Organization.settings.leadScope (listed, sources ["zillow rental network"], exact normalized match in lead-scope.ts / guest-card-reply-intake.ts); settings.leadSource is unset (default mode, Zillow relays suppressed on the email path); moduleModes['leasing.prospects'] = drafts; mailbox lane gmail-company-inbox-poller.ts (replies-only). Two stale comments found: org-mailbox-inbound.ts says empty allowedClassifications means no narrowing (it falls back to the two tour categories), and the leadSource comment in types.ts says the sync Lambda triggers the first email (the outbox consumer does).

9 · First-pass replay (2026-10-22)

Status 2026-10-23: this is an audit, not a work order (Fede). Of the must-haves below, engine fix 1 merged (#22061) and engine fix 2 (#22071) was built, then closed unmerged on Fede's call: he does not want it; the knowledge load was rolled back and sits on Gera's plate; the wrong-availability answers and the Situs-only test company are untouched. See the activation log, section 6.

Offline, nothing sent. Every Situs inquiry from Sep 22 to Oct 22 went through Clara's real first-reply engine in the test company and was graded by the house judge. Separately, every renter question since Oct 2025 was checked against the live knowledge base. No Situs record changed: before and after row counts match except the normal vacancy sync, and there were no outbound rows or robot jobs.

Headline

Bar: 0 do-not-send and at least 90% send-as-is, over 119 graded of 119 (0 not composed, 0 errors, 0 no-reply) → NOT MET. 80 of the 119 inquiries carry no renter message, just a card. Run files: ~/.claude/guest-card-corpus/runs/2026-10-22/situs-*.jsonl (synced to S3).

How far to trust the grade

Situs's homes run inside the shared test company, so the replay picks up three things that are not Situs's. Fairhaven's 17 company answers sit in place of Situs's 7, which is why the judge wrongly marked Clara's correct $300 pet deposit as wrong. Western Slope test homes show up in "anything else open?" searches; one reply offered a Western Slope house. Six replies were signed "Fairhaven". The grader also flagged 7 correct replies that said "Unit 201 at Olde Town Terrace" (a false alarm). About 10 of the 56 do-not-sends are these artifacts. The fix is a Situs-only test company, which needs Fede's yes because his rule allows two test companies.

Knowledge: what the ingest app says vs what renters ask

Control: planting one application-status answer moved 18 of 29 blocked questions to answerable (PASS; reverted). Full page: knowledge-coverage-situs.

Top 10 missing facts, and whether we already hold them

Fact	Questions blocked	Held? Where	Why Clara lacks it
Application status / decision time	29	Partly. Ingest sheet says about 7 days; staff quote 48–72 h	Ingest pre-fill never saved; staff answers conflict (client picks)
Section 8 / vouchers	26	Yes. "Section 8 Accepted" in 14 listing titles; website rules; ingest sheet	Pre-fill never saved; listing titles not read
Other pets / assistance animals	22	Partly. Ingest: assistance animals allowed with documents, no fee	Ingest has nowhere to save it; never asked in onboarding
How to apply / fee / next steps	21	Yes. Website criteria. Fee conflict: $45 listings, $40 billing, $0 staff	Pre-fill never saved; fee conflict needs the client
Deposits / move-in costs	20	Yes. Proration rule, $750 holding deposit (lease text, website)	Ingest has nowhere to save it; lease text never loaded
Income and credit rules	13	Yes. 2x rent, all legal income, debt rule (website)	Pre-fill never saved
Move-in and keys	12	Partly. Funds before keys; voucher inspection steps	Only in staff threads
Documents to apply	10	Yes. Photo ID (website); no ID needed for a showing (staff)	Pre-fill never saved
Lease terms other than 12 months	6	Partly. Month-to-month +$150 at renewal; sublease conflict	Lease text never loaded; conflict needs the client
Parking at Carr Street Flats	6	Yes. Free open parking; reserved $25/mo (staff, lease addendum)	No building-level knowledge at all

The ten worst replies

Renter	Home	Judge's reason
Odel S.	Carr Street Flats	Greets the wrong person and answers nothing (cause not traced; may be a test-company artifact)
Nayely A.	Lowry Flats	Garbled middle: the address sentence breaks off into the tour ask; no rent or availability
Gina U.	Mckenzie	Says no 1-bedrooms are open when three are (Dahlia #7, Carr St #101/#102)
Margarita H.	6908 Lowell	Says no 1-bedrooms are open (five are), then offers an unnamed 3-bedroom
Hugo M.	6908 Lowell	Same: wrong "no 1-bedrooms", and calls a full building available
Hunter B.	Aspen Leaf	Offers a Western Slope test house and a wrong rent (test-company artifact)
Riley U.	Lampliter	A landlord asked about an applicant; Clara pitched the unit instead
Mauricio L.	Mckenzie	Calls a full building available and offers a 3-bedroom to a 1-bedroom renter
Bella C.	Barcelona	Brushes off the Section 8 question ("nothing new to add")
Fatima C.	Barcelona	Asks whether a 2-bedroom works when the card already says 2 bed / 1 bath

Gaps, ranked by leads touched (of 119)

Must-haves before autonomous at Situs

1. Load the knowledge we already hold, with the client picking where sources conflict (application fee, decision time, sublease): Section 8 yes plus paperwork, income 2x, documents, application steps, deposits and proration, assistance animals, Carr Street parking. These block 165 real questions in the coverage run and 11 replay leads.
2. Fix the wrong-availability answers (6 leads): Clara said no 1-bedrooms were open when the rent roll had five. Telling a renter something false is a hard stop.
3. Stop asking what the card already says, and name and price the open home (22 and 16 leads, the two biggest causes of do-not-send). One prompt fix covers both.
4. Re-run this replay in a Situs-only test company (needs Fede's yes on a third test company) so the grade is Situs's own and not polluted by Fairhaven.

Nice-to-haves: naming the home only once (11) and no listing recital (4). Not measured here, so neither cleared nor flagged: the application-link path (5 replies mention applying), tour booking on Situs's own calendar, card notes back to AppFolio, the fake-lead filter and AppFolio-assistant threads.

Rerun with a different window: bin/guest-card-corpus run --via engine --org org_situs --since YYYY-MM-DD, then judge and summarize (full recipe in the report back to Fede; refresh the mirror capture first for new cards).

11 · Leads, tours and calendars, last 30 days (2026-10-27)

Read-only, Sep 27 – Oct 27, 2026. Proposed — pending review. Built from our copy of Situs's AppFolio guest cards and showings, the Situs Gmail reader's records, Deiby's and Miriam's Google calendars (events listed, nothing changed), the 8 raw Situs call transcripts, and code on main. Nothing was sent or written. "Inference" marks anything not read directly.

Where leads come from

Every source label on an inquiry in the window. Feed = AppFolio's listing feed created the card ("Posted to the Internet" partners); staff = a person typed it, usually from an email or a call.

Feed vs staff is from who received each card (system or a named person) in the window and over 12 months. Phone: Clara's Situs line had 0 calls since go-live; inference: Situs's main number is not forwarded to it.

Since go-live (Oct 20): where each lead stopped

The inbox (Oct 23 – 27)

Tours (56 kept, 0 booked by Clara)

Per week: 14 · 15 · 17 · 8 · 2 (last week is 3 days). Top tour sources: no source 15, Deiby's Facebook 7, TurboTenant 7, website 7, Affordable Housing 6, Zillow 3. Top properties: Barcelona 11, Lampliter 9, Carr Street Flats 7. 13 more were cancelled or moved; 14 past showings were never closed out by staff.

Showings come from AppFolio's own calendar sync into Miriam's and Deiby's Google calendars (Miriam's carries Lee's too), cross-checked against 135 of 144 AppFolio showing texts. Who booked each one is inferred from texts.

Spanish

8 prospects wrote or asked in Spanish (6 of the 47 who texted, about 13%); 6 toured, from no-source, website, drive-by and referral leads. 13 residents also texted in Spanish. Situs on the Oct 16 call: "if they speak Spanish, only Miriam and Deiby can do the tour" (Eileen). Today: no host has a language stored, and Clara does not route Spanish speakers to a Spanish-speaking host (not built yet).

Calendar blocks still marked busy

Clara treats an event marked free as open tour time. Since Oct 20 Miriam freed one daily block ("Checked Emails & Follow Up", 9–11). Deiby freed none. Still busy and blocking tours: Miriam's daily Review Applications, Check Parking, AP email and bank review, weekly Facebook postings and Vacancy Report; Deiby's daily Return Missed Calls (9–10) and FB replies (6:30 PM), weekly AD postings and Utility review. Lee has no calendar, so Clara cannot offer Lee at all.

What Situs told us vs what is set up

Defects, ranked by leads lost

Engineer pointers: robot-mail guard auto-reply-guard.ts:146-158; lead-email readers parse-lead-source.ts:86-95; scope guest-card-reply-intake.ts:409-416; skip logged as replied lead-received-outbox.ts:80-91; draft expiry bake-gate.ts:2165; Zillow relay rule decide-email-send-mode.ts:150; relay-keyed person conversation-spine-stamp.ts:258-283. The listing-site email setting (default for Situs and JP&Co, "all listing sites" at Western Slope) only affects Zillow-family emails; its Sep 30 removal was reverted and the re-land was closed Oct 1.

Options (Fede's call)

Questions for Situs: reply in Spanish? Spanish speakers to Deiby then Miriam? backup when Lee and Deiby are both busy? showing days and hours? which sources Clara answers? the real pet policy and deposit? what to tell voucher holders? who approves drafts, and should AppFolio's auto-reply stop? Plus: Lee connects a calendar, and both connected hosts mark work blocks as free.

12 · Which building does a lead email belong to? (2026-10-27)

Superseded (Oct 28): the cross-customer design lives at Lead-to-home matching design (Oct 2026), proposed, pending Fede's pick. This section stays as the Situs findings of Oct 27.

Research, read-only. Proposed — pending review. Started from the Aspen Leaf miss. Covers every customer's email leads we hold, what the lead emails actually carry, the alias system already in the product, how other leasing tools do it, and the outside libraries and services. Nothing built; the Clara Refactor PR that loosened the name rule is parked as a draft. Full report with sources: agents/003/reports/Lead to building matching options.md.

What we found

40 more leads name no building in the subject and we do not keep bodies, so they cannot be graded: unknown, not zero. Caller side: Clara could not match "585 Redcliff Cir" at Western Slope (Northridge spans 565/575/585; we only know 565).

What the Zillow email carries, and what we hold

Key	In the lead email?	In our records?
Building name as the site shows it	Yes (subject)	Differs by a suffix word
Street and city	Yes, may drop a word ("Olde"), no zip	Yes, plus normalized form and coordinates
Rent, beds, baths ("$1,315+ 2 bd 1 ba")	Yes	Yes, per listing; equals Aspen Leaf unit 1 exactly
Zillow listing id (zpid)	Yes, behind the tracked "see listing" link	No
AppFolio listing id	No	Yes
Zillow daily listing report (feed id ↔ zpid ↔ address, CSV)	Western Slope gets it daily; Situs is not subscribed	Ingested as "skipped"

The alias system (Sep 30–Oct 6): per-company name rows by kind (everyday, legal entity, street, region) with source and status. Used by phone and text tools only. Rows today: Situs 0; Western Slope 2, both "suggested", never confirmed, so never matched. Other leasing tools (Aptly, Knock, Hemlane) key leads on configured ids or a per-building email address; none fuzzy-match names. Outside address cleaners (Smarty from $552/yr, Google, libpostal) do not drop a word like "Olde"; abbreviations and directionals already match in production.

Options (Fede's call)

Across all options: keep the email body and its links. Today they are discarded, so no miss can ever be re-matched. Option 4 is worth one question to AppFolio before anyone builds it.

13 · 60-day "as if live" replay (Aug 28 – Oct 27, 2026)

Audit only, read-only on production, every send suppressed. Proposed — pending review. Replayed every Situs guest-card inquiry we hold, the lead mailbox since Oct 23, 34 lead emails with full text, 79 renter text threads and 215 renter questions through today's Clara, twice: as Situs is set up today, and with every gate open. Full report with per-item tables: scratchpad/replay60/situs-replay-60d.md (session 003) plus three gap files (knowledge, data integration, lead intake).

Reach

Draft quality, tour times, and what could not be replayed

When Clara answers (211 usable drafts)	Result
Ready as written / needs an edit / must not send	81 (38%) / 83 / 47, of which 17 are the grader misreading an open unit (inference), so 30 real
Real must-not-send causes	says the same thing twice 12; other common-sense miss 6; recites the listing back unasked 4; policy errors 4; offers a time the calendar did not give 3
Spoiled by the test company (offered a Fairhaven home)	19 drafts, removed; the grader rated 11 of them "ready" (a grader blind spot)
Tour times	Replay used the test calendar; 2 of its 4 offered times were busy for both Deiby and Miriam. Lee hosts 28 of 56 kept showings and has no calendar; showings booked in AppFolio never become tour records
Returning renter recognised	Not exercised (fresh test person per lead); 10 of 202 cards share an email or phone with another card

Could not be replayed: emails before Oct 23 (no record), texts before Sep 29, phone calls (not forwarded), Zillow in-app chat. Writes: only into the Fairhaven test company (71 unit rows, 235 test people and conversations); nothing to Situs; subscription only; no PR.

Gaps found

14 · Voucher holders: what staff say, what the knowledge base is missing (2026-10-28)

Read-only inbox and text read. Internal; findings only, no knowledge-base writes. Fede's ask: "inspect how they reply to voucher questions… if there's any knowledge that we're missing or any policies we're missing." Sources: leasing@thesitusgroup.com (2017 on), AppFolio text threads (Sep 29 on), guest-card notes (69 cards mention a voucher), Situs's public rental-criteria page. Full write-up with every quote: scratchpad/situs-voucher-replies.md (session 003).

What staff check and say (policy as practiced)

The 16 missing facts, the exchanges read, and the unanswered leads

Missing from the KB today (all 16): vouchers accepted; DU-houses rule; income rule for voucher holders; credit rule for subsidized applicants; authority-to-building fit; order of steps; where to send the RFTA; documents; deposit for voucher holders and deposit-help agencies; application fee by building type; who pays what; utility allowance effect; rent increases and move-out go through the authority; no formal waitlist (informal per-unit queue); Housing Connector partnership; virtual tours for out-of-state holders. A vouchers entry existed for ~90 minutes on Oct 23 in the rolled-back load.

Exchanges read: 28 voucher exchanges 2022–2026 across email, text and card notes (table in the write-up). Typical answers: "We do accept Section 8, but we do not allow previous evictions" (2022); "Which housing authority is your voucher through? Right now we have units in Arvada and Lakewood" (2023); "the income requirements would be negated because of the voucher. The security deposit… would still be required" (2025); "Please send us your RFTA" (Oct 2026).

Unanswered or vague: AffordableHousing.com Nov 2025–Sep 2026: 29 voucher renters, up to 13 with no visible reply (staff reply inside the site, which we cannot see, so an upper bound); 5 of 8 guest-card inquiries mentioning a voucher got no reply (4 before our text copy starts); 3 recent texts answered everything except the voucher question (Susana Z., Nicole M., Chataca B.).

Wording flagged under Colorado's source-of-income law (quoted only, internal): "not able to accept section 8 for DU houses" (card note, Jul 2026, card closed "Section 8 - not accepted for DU"); "We are trying to stay away from the VA now… terrible experiences with the tenants they send us" (internal, 2023); "be more selective on which tenants we end up choosing through the program" (internal, 2023). Clara must state one policy the same way to everyone; these are questions for Situs, not rules to copy.

Could not read: staff replies inside AffordableHousing.com (the main voucher channel), staff personal mailboxes, calls, texts before Sep 29, inspection turnaround, why DU houses flipped.

15 · Retro: first live email, 2026-10-28

Internal retro; read-only record, nothing built. Window 16:30Z to 18:05Z. Sources: the raw session transcript, the prod-writes ledger, #alerts, and live rows read at 18:05Z. Where the record disagrees with the session's own summary, the record wins ([corrected]).

Timeline (UTC)

Root causes: product defects

Root causes: process mistakes (the session's)

State at 18:05Z

Options (nothing built)

16 · Someone writing for a renter: housing navigators, case managers, family (2026-10-30)

Deep dive — decision pending, no code. Read-only: Situs and Western Slope cards and mailboxes since 2017, today's Situs records, Colorado law. Times Mountain, as of 1:55 PM.

The case

• May 2025: the same navigator asked how Michael L. could apply. AppFolio made a card with her email. Michelle texted "Hi, Michael" to its phone. Nobody said how to apply.
• 12:54 PM today: Miriam made Michael N.'s own card, with his phone, and booked his 1:45 PM showing.
• 1:00 PM: the navigator asked how to apply for Michael N. AppFolio filed it on the 2025 card (her email). Our sync copied that.
• 1:03 PM, Clara's draft (held, nothing sent): rightly emails the navigator about Michael N. But it offers a second tour, would text the 2025 card's phone, and would issue the application from the old card.

What a housing navigator is, and needs

• A city employee who helps people who are homeless, in motels or facing eviction find a home.
• Clients often have low credit, an eviction, a disability or a voucher; the navigator often brings fee and deposit money.
• Needs: how to apply, criteria, fees, documents, and fast answers on agency paperwork.
• The renter applies and signs in their own name; the navigator helps.

How often, and what each office does

• Situs, May 2025: this navigator's "how do we apply" was never answered.
• Deiby to Urban Peak: "We prefer they complete it but if you need to assist him in any way you can access it through the link."
• Kat: "We never have tenants fill out an application until they have seen the property."

Today vs office practice

Decisions for Fede

Evidence: records, sources and research links

• Held draft: eschold_abe02cc4-fab6-44cc-97ab-0d11348a7cad, created 19:03:52Z, pending. Posted to Slack #apartment-situs-group, ts 1793387032.687609.
• AppFolio cards: 7541 (May 2025, "Michael L.", navigator's email, phone ending 8405; today's inquiry filed here) and 9021 (made by Miriam today, Michael N., his phone ending 2447, 1:45 PM showing).
• Conversation b09b8690-21ba-46e5-9a7a-b05e1b86423f; guest-card inquiry 2be51f79-9e8c-58b4-a0e8-d99bd1c12b8a.
• Not proven: whose phone ends in 8405 (the navigator's or the 2025 client's). Which card the application send would pick was read from the record, not traced in code.
• Source write-ups (session 003 scratchpad, on-behalf/): corpus.md (260 cases, per-company practice, Michael's timeline, the full case list), research.md (navigator role, process, law), design-and-code.md (our July design, which left the representative case unwired on purpose, and today's code path).
• Counts are approximate (±5%, cases merged by renter first name and last initial). About 115 cases show no staff reply.
• Research: May 2025 rental-assistance law (session law); Colorado fair-housing statute, source of income; Colorado screening rules for subsidized applicants; HUD/DOJ joint statement on reasonable accommodations; Looking at Lakewood, Jan 2026 (the navigator's role); Jefferson County navigator collaborative; Housing Connector, community partners; AppFolio: email a rental application.

17 · YTD email audit 2026 (2026-10-30)

Read-only. Every message in the Situs leasing Gmail inbox since Jan 1 (5,373, headers and snippets only). Card match = same first and last name on one of 1,254 mirrored Situs guest cards (any date), so approximate. Times Mountain.

• Samples: "New lead! Teresa Higley is interested in ..."; "Darrin Nelson Completed a Pre-Screener"; "New message from Darrin Nelson"; "Miriam, you have a new applicant"; "New Renter Lead for 1320 Zephyr St"; "New Prospect Message Alert for 5100 W 8th Ave"; "You Have Received A New Message from a Renter"; "Website Inquiry - Carr Street Flats"; "New Zillow Group Rentals Contact: Barcelona".
• Zero this year: Rent.com, Facebook Marketplace, Craigslist, Zumper leads, AppFolio "New Lead" relays. Apartments.com sent only 12 monthly performance reports and marketing, no leads.
• Zillow: 9 emails, all but one in Oct 27-30 (4 contact notices, 4 renter replies). Earlier Zillow leads arrive as AppFolio guest cards, not email.
• Direct emails from prospects (Gmail, iCloud): about 16 threads, replies to Situs outreach ("Interested in Barcelona Apartments"). They take the normal triage path.
• Not leads, excluded: TurboTenant and AffordableHousing marketing (about 750), residents, vendors, staff, Housing Connector, newsletters.
• TurboTenant mail starts in May, AffordableHousing renter leads in July: that is when each listing account started sending here.

Backfill candidates, Oct 24-31 (prospects with no guest card)

Prospect	Email	Date	Status
Aqua L.	AffordableHousing new applicant (3 bed, Richthofen)	Oct 29	No card. Qualifies.
Taquisha L.	AffordableHousing prospect message, 5100 W 8th Ave	Oct 28	No card found. Qualifies. (Name read from our intake record, not in the Gmail subject.)
9 more, name unknown	4 renter messages (Oct 27), 3 prospect alerts (Oct 24, 27, 28), 2 website forms (Oct 27, 28)	Oct 24-28	Names are only in the email body. The mailbox connection stopped answering during this audit, so bodies could not be read. Needs one more pass.

Already carded (not candidates): Jasmyn M., Chataca B., Teresa H., Alissa D., Michael J., MJ C., Darrin N., Patricia R.

Data: formats.json in session 003 scratchpad, audit/. Gate: process-inbound-message lines ~1295-1316 (TurboTenant and AffordableHousing parse, then stop); recognised set ~1669-1707 does not include them.

18 · Supervised scorecard (Oct 20-31)

Read-only. Every held reply draft Clara wrote to a prospect at Situs since Oct 20, read from the production hold records and the #situs-group threads. Times Mountain. Reviewers were Fede, Gera and sessions; no Situs staff member has decided one yet.

Totals by day

By channel

Three biggest reasons a draft needed a human

1. Clara was about to speak for staff, or on top of staff. Nicole's RFTA thread: Clara said she would "check with the team" after the team had already answered, then promised an internal link. Michael N.: an agency writing for a renter. 2 of 6 must-not-sends.
2. Wrong person or wrong home. "Hi Pedro" to a renter named Deyci (sent, the reviewer missed it) and "Aspen Leaf and Situs Group" as if Situs Group were a home. 2 of 6.
3. Application-first instead of tour-first. Two Tyler drafts led with the application (and approving would have sent it) after Fede ruled tour-first on Oct 29; he rejected the second and sent a tour-first reply by hand. 2 of 6.

Cases that were edited, rejected, replaced, wrong, or not delivered

Process gaps the review exposed

• Slack "approve" does nothing on replies to an existing email thread; only first emails understand it. Fede typed approve or reject 4 times on drafts that came back "draft unchanged" or rewrote the draft.
• "Rejected. ..." is not read as a reject; the Michael N. draft is still open and approvable.
• 3 of 6 approved follow-up texts never went out (send step stopped); 1 more went out 39 min late.
• Nobody at Situs has reviewed one draft. Every decision was Fede, Gera or a session. 4 of 20 drafts and 42 of 45 maintenance texts expired with no action.

Other held items (not renter reply drafts)

Must-not-send is a reading of the thread (wrong facts, wrong home or name, speaking for staff, contradicting a ruling). Staff test messages are excluded from the percentages. The "effective rent" figures on two Barcelona and Carr Street drafts were not reconciled with their concession wording and are not counted. Full working: session 003 scratchpad, scorecard/report.md.

19 · Staff and Clara on the same thread (Oct 20-31)

Read-only. Every Situs conversation active since Oct 20, read from the production conversation records, the held-draft records and the AppFolio inbox watch log (Oct 22-30). Times are Denver. Names are first name and last initial.

What the records hold

Count by class

A thread can sit in more than one class. Cases are listed below the table.

The 20 times the log says "a teammate spoke last, so Clara stays out": 8 were a renter tapping Confirm on AppFolio's own showing text, 6 were thank-yous, 4 were real replies that staff answered within 21 minutes, 1 was the misfiled Clara text (wrong), 1 was a question that waited 22.8 hours (wrong). So 18 of 20 silences were right; the rule got them right by accident, not by knowing who spoke.

The cases

a. Staff stepped in, Clara correctly quiet

b. Staff stepped in, Clara kept replying or double-replied

c. Renter wrote after staff, nobody answered within 2 h

d. Clara's own text filed as a staff message

e. Two or more staff answered the same renter

f. Other

Patterns

Open design question

When a human steps in on a renter's thread, who speaks next, and when does Clara come back?

No fix proposed here. Decision needed from Fede.

Method: conversations and messages for every Situs property, the held-draft records, and the watch log lines for Oct 22-30. Message authors read from the stored author kind and the AppFolio sender. A text counted as automatic when it matches a known AppFolio template. Working files: session 003 scratchpad, chefs/.

20 · Who speaks when a person steps in (one-pager, proposed)

Proposed — reviewed by Clara Refactor; queued after the Opus swap and funnel baseline; one decision for Fede. Proposed, 2026-10-31, session 003; reviewed by Clara Refactor (001). Queued: runs after the Opus first-email swap is live and the funnel bench has a baseline; not tonight. Scope: leasing threads. The tenant half waits for the tenant lane (tenant texts are off everywhere, Gera's hand-off).

The problem in one picture

renter ──▶ Clara replies ──▶ staff steps in ──▶ renter writes again ──▶ ?
                                      │
                 today: Clara is muted for good on that thread (51 of 447 Situs threads)
                 112 of 244 "staff" messages are AppFolio templates sent under a staff name
                 renter questions after staff waited 17–23 h (Francisco E., Sheila R., Jamesha, Quatrina G.)

Data: Situs, Oct 20–31, section 19. Clara talked over staff once (near miss). She went silent far more often.

Rulings this must honour (all stand; the first two already decide rules 1 and 2)

The rule (three lines)

1. A person is a person; a template is the system. AppFolio showing confirmations, application links and auto-replies sent under a staff name do not count as "staff spoke". They never mute Clara and never count as an answer.
2. Clara yields by topic, not by thread. When a real person has answered the renter's current topic, Clara stays out of that topic. A new topic from the renter, or a question nobody has answered, goes to the model with the staff run in view (the D3 judgment): "is a person on this?" If yes, Clara stays quiet and the question goes to the daily digest (off everywhere until Fede flips it); if no, Clara answers.
3. Applicants are leasing, not tenants. A person with an open application or a showing is handled by the leasing posture (12 people were treated as tenants and lost Clara). This one is Fede's call (below).

Not in the rule: timers (10/16), a "hand back to Clara" button (autonomous rule, 09/08), per-customer flags. Rules 1 and 2 are fixes to live behaviour under the grant once the proof below exists; no switch.

What changes, what does not

Proof before any code (the numbers Fede reads, in this order)

1. Spoke over staff: of every "Clara would now speak" case in the replay, how many had a real person reply inside the thread anyway (historical truth). This count first.
2. Went silent: cases where nobody answered and Clara would now have. Second.
3. Every "would now speak" draft also runs the frozen never-do checks (team-told, contradicting what staff said, inventing facts); a would-speak that fails one is a loss, not a win.
4. Counts split leasing vs tenant threads, and Spanish threads counted and judged separately (10/23 first-class rule).
5. Corpus: every Situs, Western Slope and Camellia thread with a staff message; byte-identical where no person ever stepped in. Then the Willows rung with a real staff step-in.

Decision for Fede

Ruled, Oct 31 (Fede: "stay quiet"). Applicants with an open application, and anyone writing on their behalf, get no Clara reply; they stay with staff, as today. Rules 1 and 2 are already ruled (10/25, 10/23) and ship as fixes on proof.

The overlap today

renter inquires ──▶ AppFolio auto-reply (under staff name) ──▶ Clara's first email   = two first replies (3 renters)
tour booked     ──▶ AppFolio confirm text, day-of text, follow-up email ──▶ Clara's own confirmation
                    each reads as "staff spoke" ──▶ Clara goes quiet (112 of 244 staff-labelled messages)

Data: sections 18 and 19. Our side also fixes the muting (section 20, rule 1: a template never counts as staff), so the changes below are belt and braces.

Mute

Keep (Clara relies on it, or a rule keeps it)

Confirm with Situs

Order on go-live day

1. Auto-cancel off first, then the showing flows and first auto-reply with the turn-on, then Lead Nurturing, the follow-up email and the rest.
2. One call with Lee or Deiby to answer the confirm list.
3. Self-booking from listings: ruled off (Fede, Oct 31), on the customer list as item 7. Still open: whether the customer page goes before or after the call.

Sources: AppFolio help articles on guest card auto-responses, showing follow-up emails, Showing Flows, Lead Nurturing Flow, Configure Showings Settings, Schedule Showings, Showing Surveys, Text or Email Prospects, Texting from AppFolio, Leasing CRM, Email a Rental Application, Update Application Status, Waitlisted guest cards, Resident Move-In flow, Tenant Turner integration. Situs's current settings are unknown.

21.1 Willows battle test before Situs mutes anything

Status: run 2026-10-31 02:40–02:55 UTC at Willows (results below); Fede's ruling: Willows settings never need a go.

Paths below are under ~/.claude/propflowai/. "AF" = AppFolio. Nothing was sent or logged in.

Does Clara read it? (what each mute does)

Top findings:

• The "New Lead"/"New Interest" alert is the ONLY canned email Clara parses as input. Everything else is output she duplicates or ignores.
• Today a renter can get 2 first emails and 2 showing confirmations (AF + Clara); the mutes remove AF's copy and fix that.
• The renter-text wake and the countersign mail must stay on; muting them blinds her.

Willows test steps (one change at a time; property 45, org_sandbox)

Personas: corporate M365 test mailbox with a plus-address per persona (name the mailbox from the Graph list; never leasing@, never fede@ or fede+). Cite record ids: card id, conversation id, message id, tour id.

Pass bar for each: the thing that should vanish is gone, Clara's own message still arrived, nothing duplicated, no Sentry/sweep alert. Step 7 is the only one that can blind her, so run it last with the card sync watched.

Flip order and flip-back (Willows AF settings)

Flip-back order is the reverse (8 down to 1). Rollback trigger: any lead without a Clara reply in 15 minutes, or a duplicate/cancel email to a persona.

Open items for Fede

• Which M365 test mailbox for personas (I did not guess an address).
• Willows alert address: the repo shows the alert email goes to the property mailbox; confirm which one on property 45 (not leasing@, which is Clara's own connection).
• Situs has no SMS numbers (memory 10-30): step 9 is email-only there.

Results (run 2026-10-31 02:40–02:55 UTC, headless, robot's warm JP&Co session, GET-only except two ledgered writes)

What the Clara seat can and cannot reach at JP&Co (decides how much Situs's list can be battle-tested at Willows)

Setting on the Situs list	Where it lives in AppFolio	Scope	Current value at JP&Co	Reachable from the Clara seat?
Auto-cancel unconfirmed showings	Property > Showing Settings (/ui/properties/45/showing_settings), "General Showings Settings"	Company default, overridable per property ("Settings Source: Default (Company-wide) / Custom (Property-specific)")	OFF (company default; Willows inherits)	Yes. Property override proven writable (ledger)
Prospect self-scheduling from website / ILS listings	Same page, "Prospect-Scheduled Showings"	Same	OFF / OFF	Yes
Self-guided showings	Same page	Same	OFF	Yes
Per-agent "new guest card interest" alert	Clara seat > My Settings > Notifications (/users/284/edit, user_notifier_setting[new_guest_card])	Per user	OFF already for the Clara seat. Still ON for the seat: showing assigned/updated/canceled (email), new text message (email + push), lease ready to countersign, screening/income/ID results, new move-out notice	Yes (own settings form)
Showing confirmation / reminder / no-show / cancel texts and emails	Not on any page the seat can open: General Settings lists no leasing message settings; 20 candidate routes return 404 or bounce to the dashboard (/communication/message_templates → dashboard)	Company-wide (AppFolio showing messages are not per property)	Unknown from this seat	No
Lead auto-reply, "thanks for your interest" and follow-up templates	Same: not reachable	Company-wide	Unknown	No
24 h showing follow-up email	Same	Company-wide	Unknown	No
Lead Nurturing	Same (likely a Leasing CRM plan feature JP&Co does not have)	Company-wide	Unknown	No

Evidence: bt/settings.html link list (no leasing message settings), bt/ui_properties_45_showing_settings.html checkbox states, bt/users_284_edit.html form state, probe log (404s) in this file's history. Screenshots in bt/*.png show Camellia data in places and stay in the scratchpad.

Per-mute verdicts

#	Mute	What was done	Clara's side (records)	Verdict
0	Baseline lead through an AppFolio listing form	Not run. Willows has no public listing (/listings shows only Camellia units, 8 listings). Creating one would push a Willows listing to the public ILS feeds	n/a	Blocked at Willows; needs a listing decision
1	Auto-cancel unconfirmed showings OFF	Already OFF at JP&Co company level, so Clara's Camellia and Willows tours are not exposed today. Canary write proved the per-property override works through the robot's session: Willows switched to "Custom (Property-specific)" with identical values at 02:52:30Z and back to the company default at 02:54:10Z; the robot's jar stayed warm after both writes	Clara writes showings one way (showing-sync-stream-consumer.ts); an AppFolio cancel is never read back, so this switch must be OFF wherever Clara books	Safe to require. At Situs it must be checked in their database; nothing at Willows changes it
2	Showing confirmation off	Not flippable from the seat	Code: the text copy arrives as a notice and never wakes Clara (appfolio-inbox.ts:44-58, wake-on-reply.ts:68-95)	Safe by code read; untested live
3	Showing reminder off	Not flippable from the seat	Clara's own reminders are live at Willows: day-before reminderSmsSentAt and hour-before reminderT1hSentAt on tour 45555ae0 (Jordan Showingproof, Oct 27: 2026-10-26T16:00:06Z and 2026-10-27T15:00:09Z); hour-before also on f9c79e36 (Oct 22, 19:00:10Z), d09e845e (Oct 20, 14:00:24Z), 42623284 and 5de36d8a (Oct 15). 16 Willows tours carry a reminder stamp	Safe: Clara covers day-before and hour-before. Situs caveat: our records hold ONE Situs tour (Michael Jordan test, Oct 29, cancelled), so no Clara confirmation or reminder has ever gone to a real Situs renter; the reminder path has no override row at Situs and inherits the leasing stage (supervised today → live with the flip)
4	No-show / cancel messages off	Not flippable from the seat	Code: labelled only (activity-kind.ts:42-46); the AppFolio-side cancel gap exists with or without the mute	Safe by code read; gap noted
5	24 h follow-up email off	Not flippable from the seat	Code: labelled only (activity-kind.ts:24)	Safe by code read
6	Lead auto-reply + templates off	Not flippable from the seat; no Willows listing to trigger it	Code: filed as the PMS's own email, never Clara's (file-message.ts:639-659); duplicate patterns skipped (guest-card-note-classifier.ts:132-133)	Safe by code read; untested live
7	Per-agent new-guest-card alert off (last)	Already off for the Clara seat at JP&Co, and Camellia has run live with it off. Not flipped (turning it ON would add mail to a live customer's flow)	The guest-card sync is the only door at JP&Co today; the email door (parse-lead-source.ts:954-970) only fires if some other JP&Co user's alert lands in the mailbox Clara reads	Safe where the card sync is healthy, proven by JP&Co's live state; watch the sync at Situs on the day the agents mute theirs
8	Lead Nurturing off	Not reachable; probably not on the JP&Co plan	Code: unknown activity, ignored (activity-kind.ts:57)	Safe by code read
9	Control: renter text stays on	Not exercised tonight (no persona number through a non-laptop send path in the window)	Seat setting "new text message received" is ON (email + push); wake rule wake-on-reply.ts:68-95	Must stay on; untested tonight

Left undone and why

• Rows 0, 2, 4, 5, 6, 8 need a JP&Co admin login to reach the company-wide message settings, and a Willows public listing for the lead rows. Neither is a Willows-only change, so neither was made.
• Row 9 (renter text) and the Situs-side check of auto-cancel were not run in the window.
• Everything time-dependent (reminder windows, 24 h follow-up, nurture intervals) was answered from production records instead of waiting.

Flip-back

Done. Willows showing settings are back on "Default Settings (Company-wide)"; restored-state screenshot bt/canary-default-reloaded.png. Ledger: willows-flip-ledger.md.

10 · Sources

Open sources

• Clara onboarding playbook (the generic process; sections 2, 3, 4, 8, 9)
• Western Slope knowledge review and timeline (what went wrong last time)
• Situs Group initiative, atlas, intake draft, what Clara knows, onboarding plan
• Knowledge at scale and home knowledge model (data model)
• Google calendar onboarding handoff
• Handoff note ~/.claude/handoffs/2026-09-16-onboarding-knowledge-harness.md; Western Slope knowledge session transcript, agents-002, Sep 15
• Production read-only check, 2026-09-30 evening (AWS account fede-admin, tables propflow-prod / propflow-auth-prod)