Reply to a tenant message
Review the existing conversation, confirm the tenant and property context, write a clear response and keep the reply connected to the original communication thread.
Reply inside the existing conversation when your response relates directly to the same subject. This preserves the earlier messages, attachments, delivery activity and tenant response in one connected communication record.
How replies work
Reply in the thread
Continue an existing subject while retaining the complete conversation history.
Portal reply
Respond through the Tenant Portal conversation where portal access is active.
Email and portal reply
Send the response by email while retaining it inside the same portal thread.
A reply keeps related updates together. Start a new conversation where the subject, property or tenancy is materially different.
Before replying to the tenant
- Read the complete conversation.
- Confirm the tenant who sent the message.
- Review the property and tenancy connection.
- Check the tenant’s email and portal status.
- Review earlier promises, instructions and deadlines.
- Open all tenant attachments.
- Check whether another team member already replied.
- Identify the action or question requiring a response.
- Confirm whether the existing subject remains suitable.
- Avoid replying before checking related maintenance or document records.
Open the tenant conversation
Open Communication
Select Communication from the main Estavo navigation.
Find the conversation
Search using the tenant name, property, subject or message text.
Open the thread
Review the participants and connected records.
Locate the latest tenant message
Confirm the date, sender and content before preparing the reply.
Review the property and tenancy
Do not reply with current tenancy information inside a thread connected to a former tenant without reviewing the recipients.
Read and interpret the tenant message
- Read the complete message.
- Review the date and time.
- Identify every question raised.
- Check whether the tenant confirmed an appointment.
- Review whether a new issue was reported.
- Check whether the tenant requested documents or information.
- Review any stated urgency.
- Compare the reply with earlier messages.
- Identify what information needs checking before responding.
Review files included with the tenant message
Open every file
Confirm each attachment is readable and relevant to the message.
Review photographs
Check what area of the property is shown and whether further images are required.
Check document content
Review every page and confirm it belongs to the tenant or property.
Update connected records
Add relevant files to maintenance, documents or another operational area where appropriate.
The file may contain personal information, photographs of another person or unrelated material.
Select Reply
Confirm the correct thread
Review the subject, tenant, property and latest message.
Select Reply
Open the reply composer within the existing conversation.
Review the preselected recipients
Confirm no former, unrelated or unnecessary recipient is included.
Review the inherited delivery method
Confirm email, portal or both remain suitable.
Write a clear reply
- Acknowledge the tenant’s message where appropriate.
- Answer each relevant question.
- Confirm any agreed appointment or access arrangement.
- Explain the next action.
- Add a realistic date where follow-up is required.
- Keep the wording factual and professional.
- Avoid unsupported legal or compliance statements.
- Do not include internal notes.
- Check names, dates and property details.
Reply: Boiler repair appointment
24 Oak Avenue · Current tenancy
Thank you for confirming. The contractor appointment is booked for Monday between 10:00 and 12:00. The contractor will contact you if the arrival time changes.
Review the reply delivery method
- Check the tenant’s email address.
- Confirm Tenant Portal access remains active.
- Review whether the original thread used email, portal or both.
- Use both channels where the reply should remain in the portal and be emailed.
- Check delivery separately for each joint tenant.
- Confirm the chosen method is suitable for the message’s purpose.
Add an attachment to the reply
- Add a file only where it supports the response.
- Open the complete document before attaching it.
- Confirm it belongs to the same property or tenancy.
- Check that it is the current version.
- Review whether every recipient may receive it.
- Check personal, financial and supplier information.
- Remove unnecessary attachments.
- Open the attached file again from the draft.
Review the reply before sending
- Confirm the conversation subject.
- Review all recipients.
- Check the property and tenancy.
- Read the tenant’s original message again.
- Confirm every relevant question has been addressed.
- Review appointments, dates and deadlines.
- Open every attachment.
- Check the delivery method.
- Remove any internal or unnecessary information.
- Confirm a new thread is not more appropriate.
Send the reply
Complete the final check
Confirm the recipient, reply, attachment and delivery method.
Select Send
Submit the reply within the existing conversation.
Wait for confirmation
Confirm Estavo records the response successfully.
Review the thread
Check that the reply appears below the tenant’s message.
Review the reply status
Not yet sent
The reply remains editable and has not been delivered.
Submitted for delivery
The reply was passed to the selected communication channel.
Delivery reported
The provider reported delivery where that status is supported.
Reply not delivered
Review the contact details and failure reason before sending again.
A delivered or viewed reply does not prove that the tenant accepted the contents or completed the requested action.
Start a new conversation where appropriate
Different property
Start a new thread where the message concerns another property.
Different tenancy
Use a separate conversation for a different current or historical tenancy.
Unrelated subject
Create a new subject where the reply is not part of the existing discussion.
Separate confidential issue
Use a separate restricted message where different participants or privacy controls are required.
Common reply problems
The Reply option is unavailable
Check whether the thread is archived and whether your account has permission to send messages.
The tenant cannot be selected
Review the tenant and tenancy connection within the conversation.
The wrong recipients are preselected
Remove unrelated recipients and review the thread’s participant history.
The reply appears as a new conversation
Check whether New Message was selected instead of Reply.
The reply remains in Draft
Confirm Send was selected and review any validation message.
The reply failed to send
Review the email address, portal status and displayed failure reason.
An attachment is missing
Reopen the draft or sent message and confirm the file was attached successfully.
The tenant replied in another thread
Review both conversations and continue in the thread containing the clearest complete history.
The tenant reply has been sent
The next guide explains how to search communication history using the tenant, property, subject, date, message text and delivery type.
Continue to communication search