The Comms Tab (Facility Level)

The Comms Tab is where the system stores all communications with your tenants including phone call recordings, sent emails, SMS (texts), batched documents, and more. T

The Phone Calls Tab

You can integrate a tracked phone number with your account. All software customers who use Storable websites have this integration automatically activated. For those not using a Storable website but in need of a tracked phone number integrated with your software account, please contact your sales rep.

All calls to the integrated tracked phone number are stored in the Phone Calls tab. Here you can see the caller ID information gathered from the call, the call date and time, and listen to the call recording.

Also included in the Phone Calls tab is the call source. If you have one tracked phone number listed on your website and another, for example, on the billboard, Storable Edge can integrate with both phone numbers and, in the source column, tell you which number was called. This helps you keep track of how many calls are coming from each of your marketing sources.

In order to ensure PCI compliance, sensitive data such as credit card or bank account information should not be collected on a recorded call.

The Emails Tab

All emails sent by the software will be logged in this tab, including both software-generated and user-initiated emails. All customer replies will also appear in this tab. At the top of the window, you can search or filter your results by description, email type, status, and date. You can also select Individual Emails or Conversations in the top right of your Emails tab to view a list of sent and received emails or a list of email conversations.

📖 Read more about the two-way emailing functionality.

Each email listed will list its status. There are 10 possible email statuses you will see in this tab.

Created and Pending email statuses should be rare. The software should automatically send all emails. On the rare occasions when those statuses appear in your list of emails, click the Open and Send Again buttons to force the software to send.

Failed emails can also be resent by clicking the Open and Send Again buttons.

Bounced emails could happen for a variety of reasons, such as (1) the email address no longer exists, (2) the recipient is out of the office, (3) the recipient is not accepting emails, or (4) the recipient's mailbox is full. Your best course of action may be to try sending the email to an alternate email address. Click the Open button, edit the email address, and click the Send Again button to clear bounced emails from the list.

Editing the email address here will also update the tenant's account information with the corrected email address.

A Spam status is recorded when a recipient clicks Mark as Spam in email services such as Yahoo, Gmail, AOL, and others. While you should not have any spam complaints, they do happen. Once a spam complaint is recorded, you will never be able to deliver an email to the recipient. In the email industry, spam complaints are a clear metric to determine abuse and poor sending practices. It’s important that we take these reports seriously to ensure the best delivery for all customers.

There are times when nothing will work to deliver an email message (such as when it is marked as spam). If you've exhausted all methods, we suggest clicking the Open button, then the Undeliverable button. This will update the record, letting you and other users know that the email never reached the recipient.

Certified Email

Check your state's lien laws to determine what it means to have properly notified a tenant of a lien action. Then use the Emails Tab to confirm whether a lien email was properly delivered.

The SMS Tab

All sent or received SMS (text) messages will be logged in this tab. At the top of the window, you can search or filter your results by type, status, and date.

There are 7 possible SMS statuses you will see in this tab.

The Created status should rarely be seen as Edge immediately schedules the SMS to be sent or immediately sends it to our carrier.

The Pending status should only appear when there is delinquency. Since Edge runs delinquency at 2 am, SMS messages associated with delinquency are held and scheduled to run at a 8 am local time so as not to disturb the receiver during the early morning hours.

Some carriers do not confirm the delivery of SMS messages, so some messages will stay in the Sent status instead of Delivered or Undelivered.

If an SMS message is received when you no longer have the message dialog box open, a notification will be added to your Task List alerting you to the new message. Clicking SMS, then SMS Received in the Task List, will open the SMS tab in the Comms section. The new SMS messages will be highlighted. To respond to the message, click on the phone number under the tenant's name. Clicking on the phone number under the tenant's name will also remove the highlighting and clear the notification from the task list.

If an SMS message fails to be delivered, a notification will be added to your Task List alerting you to the failed message. Clicking on SMS, then SMS Failed in the Task List, will direct you to the SMS tab in the Comms section. The failed SMS messages will be highlighted. To remove the highlighting and clear the notification from the task list, click on the phone number under the tenant's name. It is also a good idea to remove the SMS checkmark next to the mobile phone number in the tenant's profile so you no longer attempt to send an SMS to this phone number.

Print Batches

All batched print letters created by the software will be logged in this tab. Print batches are created automatically by the software based on invoices, rate change notices, and autopay settings. Print batches are also created by you when you use the Print Mail action in delinquency stages or the Manual settings to send invoices to tenants. Each Print Batch has a View PDF button on the far right of the line item list where you will bulk print the documents.

When viewing the Print Batches Tab, note that batches are arranged by:

• a particular batch number,

• the type of document,

• the date on which it was batched,

• the user who processed the batch, and

• the status of the batching process.

Clicking a batch displays its contents in a line-item list and lets you print or email the associated documents.

Batches are divided into two statuses: Processing or Finished.

• Processing indicates that the batch is in progress and the PDF documents are not viewable.

• Finished indicates that the batch has been completed and the PDF documents are viewable.

E-Sign

If you are utilizing e-sign in any of your documents, the E-Sign tab will indicate the status of a signature request by displaying the date of the last request and how many attempts have been made to obtain a signature through an email or SMS request. You can view the signed document, resend the request or cancel the e-sign request from here as well.

📖 For more information on setting up e-sign in your account, see the Implementing E-sign help article.

Mail House

If you are utilizing the integrated mail house service* to mail any of your documents to tenants, the Mail House tab will indicate the status of those documents, provide a link to the document, display the date of action and the tracking information for certified letters.

📖 For more details on using Mail House, see the Using Mail House help article.

*Additional fees apply

Reviews

If you are using the Storable Edge integrated marketing website*, the Reviews tab lets you manage the reviews customers leave on your website. When tenants leave a review, you'll be notified of it in the Task List. Clicking on the task list notification will bring you to the Reviews tab where you can read the review and either approve or deny the review. Approving the review will allow it to be displayed on your website. Denying the review will hide it from view on your website.

*Additional fees apply

Templates

The Templates tab lists all documents currently enabled at your facility. You can print blank documents from here.