Western Slope maintenance: phase 1 results and phase 2

What phase 1 shipped, how well it did, and the three phase-2 options for the Western Slope call.

2026-11-04 · Western Slope only · numbers read from Propflow's records, Oct 9 to Nov 3, 2026, read-only · phase 1 = what was agreed on Oct 21 (deck, slide 10; phase 2 is slide 14) · internal: the customer deck carries no draft numbers

Phase 1 is running in supervised mode. Clara wrote 147 maintenance drafts between Oct 11 and Nov 3. Of the 20 reviewed so far, 13 were approved and 7 were sent back for changes; 3 of those have already been addressed. Next step: name 1 or 2 reviewers on your team, so each message type can go live once it has been right.

At a glance

147

maintenance drafts written, Oct 11 to Nov 3

13 / 20

reviewed drafts approved; 7 sent back for changes

43 / 458

vendor picks that match yours today (9%), Aug 6 to Nov 3

282 / 458

match with "in-house first" (62%) estimate

Phase 2 options: A · supervised, with your team as reviewers. B · calls and texts become work orders. C · Clara closes tickets. Optional: Fede's Orca field updates. Not now: vendor dispatch.

1 · Phase 1: what shipped · the six items agreed Oct 21

Agreed Oct 21	Status	What happened (Oct 11 to Nov 3)
Clara asks "how did it go?" after the job	On, supervised	50 drafted. 10 went to residents. The rest timed out unreviewed after 24 hours, as the hold rule says.
Clara answers residents' status questions from the order	On, supervised	12 replies drafted (Oct 29 to Nov 3). 1 approved and sent, 2 sent back, 4 replaced by a newer draft, 5 timed out unreviewed.
Morning email of resident questions nobody answered	Built, held	Started Oct 30. 4 drafted. Supervised mode holds it too, so none has reached your inbox yet. It goes once a reviewer on your team is named.
Clara's drafts go to you first	Half done	Supervised mode is on at 80 of 90 buildings (10 are off). Drafts were reviewed in Propflow's Slack. Western Slope has no maintenance reviewer set up.
One "request received" text, not two	Done Oct 30	Clara's own notice is off, so AppFolio's is the only one. Before that she drafted 66; 3 were approved automatically under an older setting, now removed, and the rest were never sent.
Emergency line to your on-call team	Live since Oct 9 1 miss, Oct 18	It rings 3 on-call staff in turn, 20 seconds each. The first real call rang the list that night. A leak call on Oct 18 did not reach the on-call list; all 43 fixes it led to are merged or shipped (tracker). No Western Slope emergency has appeared in the emergency feed since the feed started on Oct 28. Oct 9 to 27 not counted

Also running. From Oct 21 to Nov 3, 33 maintenance conversations had a resident message: 17 texts, 14 calls and 2 emails. 9 of them came in outside office hours (Mon to Fri, 9 to 5 MT). Clara filed 7 work orders between Sep 28 and Oct 31. That was outside phase 1, because maintenance calls still go to your call center.

2 · Phase 1: how well it did · draft acceptance and vendor match

Draft acceptance

Approved: 13 of the 20 drafts reviewed so far. reviewed by Propflow until your reviewers are named
Sent back for changes: 7. Already addressed: the "on the way" text showed our internal ticket code (fixed Nov 3); a stand-down text for a job the handyman was never sent (fixed Nov 4); wording notes on Clara's own "request received" text (that text is now off). The other 4: a handyman text for a job that turned out to be a question, one the office chose to answer itself, and 2 with no reason recorded.
Drafts nobody reviews time out after 24 hours: 112 of the 147 did. a named reviewer fixes this
Another 7 were approved automatically under an older setting. That setting was removed on Oct 30, and these 7 are not counted above.

Vendor match

We replayed Clara's current vendor picker on your 458 assigned orders. It matched your choice 43 times (9%).
The cause is setup, not judgment. Her list holds only your outside vendors, and your in-house team handled 282 of these orders.
Rule "in-house first": it matches 282 (62%). When in-house work names a tech (127 orders), it is your handyman 123 times (97%). estimate: a replayed rule, Clara never assigned
89 of 547 orders in the same period have no vendor recorded (16%).

3 · Phase 2: what we need to do · what each option needs from us and from you

A · Supervised, reviewed by your team

Phase 1 stays in Supervised, or opens one message type at a time: your choice. Anything new in phase 2 starts supervised, and your reviewers approve each message with one tap.

UsSend held drafts to your reviewers by email, plus one daily list. Alert someone before a draft expires.YouName 1 or 2 maintenance reviewers and aim to answer within 24 hours.

B · Calls and texts become work orders

Clara writes the AppFolio order from a resident's call or text. Today your staff type in about 46% of orders by hand.

UsCheck for an open order on the same issue, set the urgency, and show the order in AppFolio before saying "it's in".YouDecide which channels Clara covers and whether calls move off the call center.

C · Closing tickets

Clara closes the order once the resident confirms it is fixed. Completed orders can also be closed in bulk, not one by one.

UsThe close step and a dry run on your finished orders are built. Next is turning it on for you.YouSay what counts as done, for example the bill is in or the resident said yes.

Optional · Field updates (Fede's Orca items)

"On the way" texts, post-job feedback, notes and photos added to the order, and bulk closing.

Us"On the way" texts already run here in Supervised (first one Nov 3). On "job done", Clara adds notes and photos, closes the order and asks "how did it go?"; that part is built and not yet used here. Orca can't write to AppFolio, so its updates come through Clara.YouConnect Orca, and pick which updates residents should get.

Where the numbers come from

Drafts: every held maintenance message at Western Slope's 90 buildings, plus company-level ones (Oct 11 to Nov 3). Work orders and vendors: Western Slope's work orders synced from AppFolio, with AppFolio's own vendor and assignee (Aug 6 to Nov 3), replayed through Clara's vendor picker as it is set up today. Conversations: Western Slope threads tagged maintenance whose latest resident message fell between Oct 21 and Nov 3. Emergencies: the #emergency feed (since Oct 28) and the Oct 9 launch notes. Every read was by key, read-only. No other customer's data is used.