Triage and Response Workflow

Triage and Response - Setup Guide

Description: This workflow is the primary entry point for handling general inquiries and emails. It automatically triages requests, suggests responses, and can convert them to more specific action item types as needed.

Prerequisites:

• Client has email integration configured to create action items from incoming emails
• Action item types are properly configured for various request categories

Purpose:

• Automatically triages incoming emails and inquiries to determine appropriate handling
• Matches senders to homeowners and associations in the system
• Provides immediate responses to common questions without staff intervention
• Routes complex inquiries to the appropriate department or team member
• Converts general inquiries to specific action item types when appropriate
• Prevents duplicate action items and identifies spam/promotional content
• Updates homeowner contact information automatically from incoming communications
• Ensures consistent and professional communication with homeowners

Important Note:

This workflow includes sensitive data handling for blocked ledgers. When a homeowner has a blocked ledger (typically due to legal proceedings or disputes), the workflow will automatically prevent sharing of balance information and route to internal review. This protection is built into the workflow logic.

Client Discovery Questions:

Questionnaires:

New Logo:

Questionnaire Responses: https://forms.office.com/Pages/DesignPageV2.aspx?subpage=design&FormId=j3eg5swlvkqCk0F_v7JygMJmJNRmpqBJtriPV77ODwNUM0JPTDVURkVHSlEzVDFKNDI4RUgxR0hMWi4u&Token=c14d3cc166dc4630aa78352028d8adde

Existing Logo:

Questionnaire Responses: https://forms.office.com/Pages/DesignPageV2.aspx?subpage=design&token=2648a32aa0ba4d38aa14c220489d6fca&id=j3eg5swlvkqCk0F_v7JygLZnFTngj3JDvXnO4nxwQ3VUQzdXNFk2U0tGQk43NkhXQk1FNDFDNlo5Vy4u&analysis=false

Required:

1. Where should new business/management service inquiries be sent? (email address)
2. What are your exact action item type names and step names in Vantaca for any custom routing?
3. What additional information fields do you want the agent to update for homeowners and associations?

Optional:

1. "How do you currently handle duplicate inquiries from the same homeowner?"
2. "What are your most common homeowner inquiries?"
3. "Do you have special procedures for board member requests?"
4. "How should tenant information updates be handled?"
5. "What sensitive matters should always be escalated internally?"
6. "Are there specific action item types you want the workflow to convert to beyond the standard ones?"

Corresponding Action Item:

This workflow processes:

• General Question
• General Inquiry from Email
• Other similar general intake action items (varies by client configuration)

The workflow can UPDATE action items to these types:

• ARC Request
• Invoice
• Work Order/Service Request
• Fee Waiver Request
• Portal Registration (typically exists by default)
• Additional custom types can be configured in @Special_Instruction_Modify_XN_Type override

Default Vantaca Configuration:

General Question & / or General Inquiry from Email:

Note: Client configurations vary significantly. The exact action item type names and step names MUST be verified in the client's Vantaca instance before setting overrides.

Vantaca Configuration Required:

Critical Configuration Check:

BEFORE IMPLEMENTING: Navigate to Vantaca and verify:

1. Action item types and steps that will be used
2. Additional Information fields for both Homeowners and Associations
3. Portal configuration and blocked ledger handling

Required Action Item Steps to Verify:

For General Question/General Inquiry:

• "Review Message" - For items requiring manual review
• "Void" - For spam or irrelevant items
• "Closed" - For completed items
• "Reply to Owner" or "Response to Owner" - For owner communications
• "Reply to External Email" or "New Message" - For external communications
• "Question for Manager" - For escalations to management

For Other Action Types (if converting):

• Verify exact action type names
• Verify first step names for each type

Trigger:

Configure triggers for each general intake action item type in your system:

Primary Triggers:

• Action Item Type: General Question
  • Action Item Steps: [First step of General Question]
  • Priority: High
• Action Item Type: General Inquiry from Email
  • Action Item Steps: [First step of General Inquiry from Email]
  • Priority: High

Additional Triggers (if applicable):

• Add triggers for any other general intake action items specific to your configuration

Note: This workflow is highly customized per client. Some clients may have additional or different general intake action item types.

Override Guide:

Override Name	Override Meaning	Where to Find Correct Value
@KNOWN_RECIPIENTS	Management company name and email aliases for identifying internal vs. external communications	Add your management company name and ALL email domain variations (e.g., "ABC Management", "abcmgmt.com", "abc-management.com", "[e-mail]")
@No_Assignment_Step	Step to route to when homeowner/association cannot be matched	Vantaca > Settings > Action Types/Steps > General Question/Inquiry > Find "Review Message" or similar step name
@Not_Live_Assoc_Rule	Instructions for handling inquiries about associations no longer managed	Default text provided - customize if you have specific instructions for former associations
@Special_Instruction_Assessment	Custom rules for assessment-related inquiries	Add any client-specific assessment handling rules or leave as "No Special Instruction"
@Void_Step	Step name for voiding spam/irrelevant items	Vantaca > Settings > Action Types/Steps > Find exact "Void" step name
@Closed_Step	Step name for closing completed items	Vantaca > Settings > Action Types/Steps > Find exact "Closed" step name
@Special_Instructions_Void	Additional void criteria or handling	Add custom spam detection rules or leave as "No Special Instruction"
@New_Business_Contact	Email for new management service inquiries	FROM QUESTIONNAIRE: Add the email address where new business inquiries should be sent
@Special_Instruction_Management_Request	Custom handling for management service requests	Add any special routing or response rules for new business inquiries
@portal_address	Homeowner portal base URL	Vantaca > Homeowners > Select any > Logins > Click "Mimic" > Copy base URL only (e.g., "home.hoaimanagement.com")
@Owner_Response_Step	Step names for responding to owners	Vantaca > Settings > Action Types/Steps > Find exact step names for owner responses
@External_Response_Method	How to handle external email responses	Vantaca > Settings > Action Types/Steps > Find exact step name for external responses
@Special_Instructions_Reply	Custom rules for owner replies	Add any specific communication guidelines or leave as "No Special Instruction"
@ARC_Incomplete_Step	Step for incomplete ARC applications	Vantaca > Settings > Action Types/Steps > ARC Request > Find exact step name
@ARC_Complete_Step	Step for complete ARC applications	Vantaca > Settings > Action Types/Steps > ARC Request > Find exact step name
@WO_Review_Step	Initial step for work order review	Vantaca > Settings > Action Types/Steps > Work Order > Find exact step name (typically step 2)
@Special_Instruction_Modify_XN_Type	Rules for changing action item types AND custom action types to convert to	Add any custom action item types beyond the standard ones that the workflow should be able to convert to. Include exact type names and first step names
@Special_Instruction_Responsibilities	Department routing matrix	Define which departments handle which types of requests
@Special_Instruction_Routing	Additional routing rules	Add custom routing logic or leave as "No Special Instruction"
@Special_Instruction_Resale	Resale/closing document handling	Add procedures for insurance certificates and closing documents
@Special_Instruction_Phone_Numbers	Phone number handling rules	Add any restrictions on sharing phone numbers or leave as "No Additional Instruction"
@Special_Instructions_Responses	Response style guidelines	Current setting: "Be clear and concise." Customize as needed

FAQs:

Q: "Why is it critical to verify action item type and step names?"

A: "This workflow is highly customized per client. Using incorrect action item type or step names will cause the workflow to fail. Every client's Vantaca configuration is different."

Q: "Can I add custom action item types for the workflow to convert to?"

A: "Yes! You can add any custom action item types in the @Special_Instruction_Modify_XN_Type override. Just include the exact type names and their first steps."

Q: "How does HOAi determine if an email is spam?"

A: "HOAi analyzes email content for promotional language, suspicious patterns, and irrelevant content. Suspected spam is automatically voided with a note explaining why."

Q: "What happens if HOAi can't match a homeowner?"

A: "HOAi will attempt multiple search strategies including email, name variations, and property address. If no match is found, it requests identifying information from the sender or routes to manual review."

Q: "How are duplicate inquiries handled?"

A: "HOAi checks for duplicates based on sender, subject, content, and timeframe. Duplicates are consolidated with the original request and voided to prevent double work."

Q: "What happens when a blocked ledger is detected?"

A: "The workflow typically converts the action item to a 'Billing Question' for internal review, but this can be customized in the @Blocked_Ledger_Handling override."

Q: "How do I know what additional info fields to include in the overrides?"

A: "Go to Vantaca > Homeowners > Additional Information and Associations > Additional Info to see all available fields. List the exact field names in the corresponding overrides."