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SortX keeps the tenant told and chases the things a repair is waiting on. Your staff still make every decision: these messages report what people have done, they never decide anything.

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Tenant updates

The tenant who reported a repair is told when it moves on: reported, reviewed (with its urgency and when you aim to fix it), booked, contractor on the way or running late, completed and closed, and also when a visit is cancelled, missed or rebooked, a part is awaited, or the job moves to another contractor. Every message carries their tracking link, where they can add notes and photos, confirm the visit, and say whether it is fixed.
  • Sent by email, or by text when the tenant prefers it or has no email address. Never by WhatsApp.
  • A routine update that falls in your quiet hours waits until 08:00; an emergency is sent straight away.
  • On for every agency. An owner or admin can turn them off in Settings → Notifications → Tenant updates.
Landlords get their own updates, set in Settings → Notifications → Landlord updates.

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Chasing

When a repair is waiting on someone and nothing has happened, SortX chases it: Each chase is a reminder by email, then by text, and if that does not work, a task for your staff. Chasing never sends a WhatsApp message and never reassigns the job. Nothing is chased overnight, between 20:00 and 08:00. Chasing is on for every agency. In Settings → Repairs → Chasing you can turn each kind off and set how long SortX waits before the reminder and before the task. The repair page shows what has been chased.
Chasing is separate from job offers. An offer that no contractor answers moves on to the next contractor in your order (see Reactive repairs).