> ## Documentation Index
> Fetch the complete documentation index at: https://docs-v2.sortx.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.

# Updates and chasing

> Who SortX tells as a repair moves, and how it chases what has gone quiet.

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.

## 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**.

## Chasing

When a repair is waiting on someone and nothing has happened, SortX chases it:

| What has gone quiet | Who is chased |
| - | - |
| The contractor accepted but has not booked a visit | contractor |
| A quote has not come back | contractor |
| A visit has passed with no completion report | contractor |
| The response target is about to be missed | contractor |
| Parts did not arrive on the day the contractor expected | contractor |
| The tenant has not confirmed access | tenant |

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.

<Note>
  Chasing is separate from job offers. An offer that no contractor answers moves on to the
  next contractor in your order (see [Reactive repairs](/guides/reactive-repairs)).
</Note>


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