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FirmFlow · Inbox Triage

Every tenant, applicant and owner message sorted, answered and sent to the right person

Cape Fear Property Management has 180 doors, 5 staff and uses AppFolio. It is Monday morning, Oct 12. Pick a time of day, open a message, approve the replies, and see the short list the owner gets at 5 PM.

Sample firm, tenants and messages
0messages sorted so far
0replies sent
0drafts waiting for your OK
0need a person
Sending
at Cape Fear Property Management

The sorted inbox

Open message

Emails, texts and portal messages, all in one list

The owner's 5 PM digest

Emergencies are never left to a bot

Same in both sending modes
  • What countsWater through a ceiling or a burst pipe, a gas smell, fire or smoke, no heat in freezing weather, a carbon monoxide alarm, or anyone in danger. Your office decides the exact list with us.
  • TenantGets your approved safety message by text within a minute, any hour, with your on-call number.
  • On-callYour on-call person gets a phone call and a text. If nobody answers in 5 minutes, your backup person is called.
  • VendorThe work order is drafted and the vendor is suggested. The on-call person decides whether to send them.
  • AfterIt stays at the top of the 5 PM digest until a person marks it done. Open the 11:04 PM water message above to see the timeline.

Fair housing and money

Your wording, set up with you
  • Same factsReplies to rental inquiries use the same approved facts for everyone who asks about a home.
  • NeverDescribes who lives in a neighborhood, steers anyone to or away from a home, or judges an applicant.
  • To a personAnything about eligibility, screening, accommodations, service animals or disabilities. No automatic reply.
  • MoneyNever touches rent payments, ledgers or trust accounts. A payment question gets an approved reply that points to the portal, and the person who handles accounting is told.
  • Not adviceThis is your firm's own wording, not legal advice. Have your attorney read the approved text once.

When messages aren't neat

In your build, a person is always one click away

Angry or legal-sounding

Words like "lawyer", "withhold rent" or "I'll sue" get no automatic reply, in either mode. It goes to a person with a plain note on why, and it tops the 5 PM digest.

Written in Spanish

The reply is drafted in Spanish, with an English version beside it so you can check the meaning. Spanish drafts always wait for your OK, even with automatic sending on.

One message, three problems

A disposal, a porch light and a smoke alarm in one email becomes three work orders, each with its own vendor and priority. One reply covers all three.

Wrong property or unknown sender

If the number or email is not on a lease, or the unit does not match, nothing is sent about any home. It replies with a short note asking who they are and which address they mean, and holds the message for a person.

Held until a person looks

The same message twice

A tenant who texts, then emails, then uses the portal gets one work order and one reply. The faucet message in the inbox was merged this way.

Service animal or disability

A request for an accommodation, or a question about eligibility or screening, is never answered by the tool. A person reads it and replies in their own words.

Always goes to a person

What it connects to

  • SupportedAppFolio. Reads the property, unit and lease, and enters the work order.
  • SupportedBuildium. Works through email and portal message forwarding, and work order entry.
  • Ask usRent Manager and Propertyware. A direct connection is quoted separately.
  • Reads and sendsYour firm's email (Gmail or Outlook) and your texting number, in your staff's name.
  • Your dataStays in your accounts. The AI that writes each draft sees one message at a time. It is a business service that does not train on your data.

What you do

  • SetupOne call. You share your approved wording, your vendor list and your on-call numbers. FirmFlow builds and tests it in 2 weeks.
  • First monthRead the drafts and approve them, or edit the wording. Turn on automatic sending for routine replies once you trust it.
  • Every dayRead the 5 PM digest and make the calls it points to.
  • You can alwaysSend any message to a person, change a reply, or switch the whole thing off.
  • No new loginThe digest arrives as an email. There is nothing new to log in to.

The offer

One price, paid once
Quoted after a free 30-minute audit Agreed in writing before any work starts. Flexible payment options available.
  • Built once and tested in 2 weeks, running in your own accounts.
  • 30 days of fixes included after go-live.
  • Later changes or support are quoted in writing before any work starts.
  • No monthly fee to FirmFlow. The tools it runs on are billed to you directly, usually $20 to $60 a month.

Your numbers, not a promise

Change the four boxes to match your office. The 60% is an assumption: reading, sorting and drafting are automatic, while angry tenants, owner money questions and anything unusual stay with your people. It counts 30 days a month because messages arrive every day.

Want this for your firm?

Email Corey Martin at corey@firmflowstudio.com, or reply to the email that brought you here, and he will set up 15 minutes to look at your own inbox.