Supervised mode: what shipped and what production shows

End-to-end text test (production, 2026-10-03)

Authorised by Gera on 2026-10-02/03, test buildings only. In each run:

• a test phone texted the building's line;
• Clara's reply was held instead of sent;
• a reviewer approved it;
• the approved text was delivered.

Each building's setting was then cleared. Phone numbers and message words are left out of this page.

• The first Leasing try did not hold, and that was correct. Leasing was set to Supervised at The Willows, but the test prospect's conversation belonged to another building. The rule is that the conversation's own building decides, so the reply went out as Live. The run was repeated at Yale 25 Station, which owns the conversation, and held as expected.
• On the Maintenance thread, a team-facing email went out without waiting. That is expected: team alerts are never held.
• Left behind: the test messages on the two test conversations, and test work order WILL-003504 at The Willows.

Settings checks on the test building (2026-10-02)

At The Willows, Maintenance and then Renewals were set to Supervised. Each was tried with both call choices and then cleared. After each change, the same checks the app uses were read back. The building ended byte-identical to how it started.

What each module holds

Maintenance

• Held: Clara's maintenance text replies. They expire after 24h, a newer draft replaces the older one, and a thread the team has taken over closes unsent.
• Never held: emergencies, team alerts, staff replies.
• Not in this build: holding Maintenance actions until approval, and Maintenance email replies.

Leasing switch merged 2026-10-03

• Held (Clara started it):
  • text and email replies, and the first email to a new guest card;
  • follow-ups, re-engagement and tour-confirm nudges;
  • tour reminders and the lost-slot notice;
  • weekend and morning-of nudges, and post-tour chases;
  • the tour outcome text and receipts after Clara's call, and the "couldn't lock in that time" text;
  • the tour confirmation email from a Clara booking;
  • application-link texts and emails.
• Exempt (staff started it): staff-desk tour confirmation, the new-lease-approved message, staff backfill of application links.
• Goes ahead: booking, moving or cancelling a tour, the guest-card write, saving the prospect, and AppFolio's own application email.
• Held messages expire after 24h, and a newer reply replaces the older one.

Renewals switch merged 2026-10-02

• Held: the offer text and letter, reminders, Clara's replies about a renewal, the lease-ending warning, the term-change confirmation, and the no-phone offer email.
• Goes ahead: the AppFolio renewal write and AppFolio's own "ready to sign" email.
• Expiry: offer and reminder texts don't expire; they are withdrawn when the renewal moves on. A rejected text stops later reminders and flags the renewal for a person.

Collections switch merged 2026-10-01

• Supervised: every past-due reminder waits for a person, as reminders already did.
• Live: reminders go out without a person, after the same re-checks a person's approval runs.
• Default: Off.
• Balance questions: answering a resident's balance question is resident service, not Collections, so Clara answers it in every mode (Gera, 2026-10-02).

Collections setting in production (2026-10-02 02:46Z)

* Includes one row for each company that has no buildings.

• Supervised: JPCO, PropFlow Staff, Sandbox and three test companies.
• Off: everyone else.
• This count covers Collections only. The other modules are still Live wherever they are on.
• The change that lets Live send without approval merged about an hour after this count, and no recount has been run since.

Rulings

Known gaps

• Late-night texts: approved after-call Leasing texts (and a few other holds no workflow owns) send at approval time, even during quiet hours.
• Renewal holds wait indefinitely: a held renewal offer or reminder that nobody answers waits until the renewal moves on. This is a ruling, not a bug.
• Price drops: a price drop named in an approved Leasing follow-up can be mentioned again later.
• Status label: a held Leasing text approved after the prospect replied is correctly not sent, but still reads "approved".
• Recall: how well the topic check catches real replies has not been re-measured.
• #15665 still merging: until it lands, an approved application-link email goes to the prospect's current address.
• Untested: Leasing calls under Supervised have not been tried on a building.

Pull requests (PropFlow-Technologies/propflowai)

• Name and gate: #14894
• Calls: #14905, #14943, #14995, #14996, #14999, #15066
• Leasing: #14903, #14908, #14956, #14974, #15064, #15147, #15150, #15161, #15183, #15245, #15298, #15302, #15332, #15334, #15350, #15355, #15367, #15389, #15393, #15503, #15506, #15510, #15534, #15542, #15566 (switch); open: #15665
• Renewals: #14897, #14899, #15068, #15070, #15077, #15083, #15085, #15091, #15366, #15387, #15394, #15478, #15071 (switch)
• Collections: #14900, #14929, #14910, #15067 (switch)
• Before this build, Maintenance: #13906, #14241, #14235, #14390, #14497