Maintenance is a ticket on the timeline — not a supervisor DM

Definition

Maintenance tickets is the job of turning a tenant WhatsApp or web report into a tracked Booking or tagged thread with status updates on WhatsApp and email, while humans assign vendors outside CoPulse.

Supervisor WhatsApp is not an audit trail

Tenants ping a personal number. Nobody measures SLA. Put it on the Project inbox. Workflows on stage change can send status templates. Autonomous should not “close tickets” by send count.

Omnichannel sequence

WhatsApp/web report → inbox ticket → optional voice to tenant → email to vendor if you send it.

How it runs in CoPulse

Conversation agent triages. Workflows on stage send status. Drips unused unless you remind the vendor (email). Autonomous unused. Do not use autonomous tasks as the inbound qualifier. Conversation agents, Growth drips, and autonomous list sends are three systems with no shared stop-when-booked contract. WhatsApp live catalog is Gupshup, not an invented Meta Cloud hop. Phone is Plivo; email is SES. Wallet-only pricing: preview the Organization wallet before a blast. Organization and Project — never a shared inbox that vanishes when a broker leaves.

Operator setup

Maintenance stages, templates, router to ops, wallet.

AC in 12B, scheduled window, closed in thread

Tenant WhatsApp. Agent logs. Ops assigns vendor off-platform. Workflow sends scheduled then closed templates. Click-path: inbox, kanban, workflows. No CMMS miracle.

Rental-viewing and lease-renewal are different jobs. Pricing: tenant WhatsApp status on the wallet. Photos follow WhatsApp session/media rules you already have.

Operators assemble this job on the Project. Click-path remains Pipeline maintenance stages → Studio triage agent → Router → Workflows → Library status templates → inbox. Keep the quotable definition in the brief for the team: Maintenance tickets is the job of turning a tenant WhatsApp or web report into a tracked Booking or tagged thread with status updates on WhatsApp and email, while humans assign vendors outside CoPulse. Do not use autonomous tasks as the inbound qualifier. Conversation agents, Growth drips, and autonomous list sends are three systems with no shared stop-when-booked contract. While you implement, keep the parent playbooks directory, Pipeline hub, WhatsApp overlay, Property managers, Agent Studio, Growth campaigns, and wallet-only pricing in the same runbook. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Human handoff stays in the omnichannel inbox. Appointments and calendars are the visit truth when this job books time. Library templates are required outside the 24-hour WhatsApp window. Workflows fire on pipeline stage change only when you attach them under Agents → Workflows. The agent router keeps the wrong bot off this thread. Knowledge bases hold PDFs you uploaded. Preview the Organization wallet before a blast. Property managers should not paste sales token stages onto leasing jobs. The Maintenance tickets playbook never forks into a WhatsApp-only or voice-only child URL. Funnel percentages on some leaves are library template estimates from Site-visit booking blitz, New project launch teaser, or Cold-buyer win-back — not an SLA and not Insights. If this job mentions money, the Organization wallet is the meter. If it mentions a Saturday slot, Visit Caller and T-24h templates are in-product; cab dispatch is not. That is the honest operating manual for this URL.

Channel sequence (one job, not extra URLs)

Ticket hops. There is no nested playbook-by-channel path.