The below is designed to give you an idea of the overall process of getting set up, but in most circumstances, we'll run through the detail with your teams on a call.
Connecting your inboxes
There are a number of things we need from you in order to start providing invaluable insights into your customer experience and community trends.
Set up a security group or authorize access in your mail provider
Add the desired inboxes
Provide us with a list of communities, associated email addresses and unit counts
Provide us with a list of users
And that's it! Your users will get emails with links to download the Gateway and then they'll be able to log in and get started.
Technical documentation can be found here.
Accessing the Gateway
The Gateway can be accessed in 3 ways:
via the mobile app, available in the Apple App Store and Google Play Store
Setting up to receive Data Feeds
If you have signed up to receive our data feeds then we'll be in touch with the following:
A link to the area where you'll find the data (specifically this is an S3 bucket on AWS)
A key which you'll need in order to access the data
A data dictionary to explain the purpose of each of the files and fields
Setting up Respond (email)
As well as listening to your data and deriving insights from it, we offer the ability to respond to communications on your behalf, via our digital teammate, Adam. By understanding your organisation through connecting to the inboxes (and ideally being provided with your documentation, e.g. companywide/community-specific policies), we can:
take the burden of responding to basic questions off your teams' hands
create tasks either in our own system (which you can access through the Gateway (see above) or in Microsoft ToDo, Microsoft Dynamics, Salesforce or you can use our webhook to create tasks in your existing system
In order to get set up, we would typically expect to run through this detail on a call with your teams in order to walk you through it, but the broad steps are:
Send us some information about each community to help Adam respond correctly; ideally:
a link to your resident portal (if applicable)
documents for each community as well as companywide ones (the latter would trump the community-specific ones); these might include:
resident welcome guides
move in/out guides
community handbook
any additional information on amenities or third party services (e.g. waste disposal)
Create an internal email address (e.g. [email protected]) and signature for Adam
If the tasks are to be created outside of the Gateway then you'll need to follow the technical setup steps for that
Ensure your teams have access to the right queues (if applicable)
Setting up Respond (chat widget)
We can also respond to your customers and create tasks via a chat widget which can be embedded on your website or resident portal.
We'd need the same information as above in order to get started.
The technical documentation for how to set this up can be found here.
Adding new data sources
Adding as many data sources ("plugs") as possible is the best way to get a complete picture of your customers and communities. We support the following already:
Email
Google reviews
Surveys
Resident feed
Voice
We are continually looking to add to this list so please get in touch if you have any other sources which aren't listed here.
In order to add a new source, you'll need to let us know you want to send it, and then after that, the process for sending extracts is:
Send us a sample file
We'll send you a link to an area to send them (specifically, an S3 bucket on AWS)
If you already have access to our data feeds, you can use the same key to access the area, else we'll send you a key
Agree a frequency with us (we recommend somewhere between 4-hourly and daily)
Start sending the data!
It'll then start feeding into our models and completing the picture we show you in the Gateway
There will also be some data sources where we can connect directly; information on this can be found at the link below.
Click here for more information on the benefits of the different sources and the impact they have on your experience with our products.