Review a conversation
Open a tenant communication thread, review sent messages and replies, inspect attachments, check delivery activity and confirm the conversation is connected to the correct property or tenancy.
A conversation brings together related messages, replies, attachments and delivery activity. Review the complete thread before replying, creating another request or treating the communication as resolved.
How communication threads work
A communication thread should retain the participants, subject, connected property or tenancy, delivery channels, messages, replies and related attachments in one place.
Boiler repair appointment
24 Oak Avenue · Current tenancy
The contractor can attend on Monday between 10:00 and 12:00. Please confirm whether access will be available.
Monday is suitable. I will be at the property to provide access.
The latest visible message may depend on earlier instructions, documents, dates or tenant responses.
Before reviewing the conversation
- Confirm the tenant name.
- Check the property and tenancy.
- Review the conversation subject.
- Check whether the thread is active or archived.
- Review the latest message date.
- Check whether attachments are included.
- Confirm whether a reply or action remains outstanding.
- Review whether another conversation covers the same subject.
Find and open the conversation
Open Communication
Select Communication from the main Estavo navigation.
Search the conversation list
Use the tenant name, subject, property, tenancy or message text.
Apply filters
Filter by date, status, communication type, recipient or property.
Open the relevant thread
Review its participants and context before reading or replying.
Check the property and tenancy connection
Confirm the communication is not connected to a former tenancy when it concerns the current tenant.
Review everyone included in the conversation
- Check the tenant name.
- Review the tenant email address.
- Confirm the tenant belongs to the connected tenancy.
- Review joint tenants separately.
- Check whether an external recipient was included.
- Confirm every participant was authorised to receive attachments.
- Review whether former tenants remain in the thread.
Read the full conversation in order
- Start with the earliest relevant message.
- Review each message date and time.
- Check who sent each entry.
- Review actions or questions raised.
- Check dates, appointments and deadlines.
- Review whether the tenant confirmed or declined an action.
- Check whether a later message corrected an earlier one.
- Identify any unanswered question.
Review files included in the thread
Open every attachment
Confirm the file is readable and connected to the correct property or tenancy.
Check the version
Review whether a newer document superseded the file later in the conversation.
Review the recipient
Confirm every person in the thread was permitted to receive the attachment.
Check related records
Review whether the document is also stored against the relevant property or operational record.
A recipient may retain a document already received or downloaded even if the stored file is later restricted or removed.
Check message delivery activity
Submitted for delivery
The message was passed to the selected delivery channel.
Delivery reported
The provider reported delivery where that status is available.
Portal message opened
The portal activity indicates the tenant opened the message where supported.
Delivery was unsuccessful
Review the address and failure reason before resending.
Sent, delivered or viewed does not necessarily confirm that the recipient read or understood every part of the communication.
Review tenant replies
- Read the complete reply.
- Check the reply date and time.
- Confirm which tenant responded.
- Review attached files or photographs.
- Check whether the tenant answered every question.
- Identify new issues raised.
- Review whether a maintenance or document workflow needs updating.
- Reply within the same thread where appropriate.
Review the communication activity history
Identify follow-up actions
Reply required
Respond where the tenant has asked a question or provided information requiring acknowledgement.
Maintenance update
Update the repair record where an appointment, access arrangement or new issue is confirmed.
Document action
Review an uploaded attachment or create a document request where information remains missing.
Conversation complete
Archive the thread where the issue is resolved and no further action remains.
Handle a conversation linked incorrectly
Review the complete thread
Confirm the participants, subject, property and tenancy.
Check whether the recipient was correct
Determine whether only the record connection is wrong or whether communication went to the wrong person.
Correct the connection where supported
Update the property, tenancy or operational record if the system allows.
Record the correction
Add an appropriate internal note explaining the change.
Create a corrected thread if required
Review all recipients and attachments before sending again.
Review duplicate or overlapping threads
- Compare the subjects and participants.
- Review the property and tenancy connections.
- Check message dates and content.
- Identify which thread contains the complete history.
- Continue communication in one thread where appropriate.
- Archive the duplicate after confirming no unique information is lost.
- Do not delete valid communication solely to simplify the list.
Common conversation-review problems
The conversation cannot be found
Clear filters and search using the tenant, property, subject or message text.
The tenant reply is missing
Refresh the thread and check whether the response arrived through another communication channel.
The attachment will not open
Confirm the stored file is valid and that your account has permission to access it.
The thread shows the wrong property
Review the conversation connection and the tenancy selected when it was created.
A former tenant appears as a participant
Check the connected historical tenancy and whether the conversation was created before the tenancy ended.
Delivery status has not updated
Allow time for processing, refresh the thread and review the delivery provider status.
The same message appears twice
Check whether separate email and portal entries are displayed or whether the message was sent twice.
The thread cannot be edited
Sent communication may be retained as part of the history. Add a correction or follow-up rather than altering the original message.
The conversation has been reviewed
The next guide explains how to respond within an existing tenant conversation and keep the reply connected to the same property, tenancy and message history.
Continue to reply to a tenant message