Objective: To learn how to answer and escalate owner questions by using The General Inquiry action item
If an owner sends an email to your company’s general communication email address the email will come into Vantaca as a “General Inquiry from email” action item.
*** Note: If an owner sends a question through their portal it will come into Vantaca as a General Question Action Item. To learn more about General questions navigate to this article https://vantaca.zendesk.com/hc/en-us/articles/360024997851-General-Question-Action-Item
Depending on what role you have set up to receive these action items, usually customer support or a traffic cop role, they will be able to review the message.
If the email account used to send the email is not linked to an owners account the customer support role will need to search for the homeowner and connect it to to the correct association and owner account by editing the action item.
The screen below will pop up and you will want to hit select next to the association. This will prompt a third screen to show where you can search for the owner via all associations.
Once you find the correct homeowner you will simply press select next to the account and that will attach to the action item. (see screenshot below)
Now that you have connected the action item if the customer support role is able to respond and/or provide the owner with the correction information, they can respond directly to the owner and close out the action item.
If customer support is not able to provide the correct information, they can step the action item to a number of different roles, Ie: question for manager, question for accountant, question for AP. This action item can be configured to send to any other role or department that would typically answer homeowner questions
Stepping the action item to "question for manager" will move the action item out of the customer services my action items and move it to the managers "my action items"
Once the email account has been linked to an owners account, Vantaca will remember and you will not have to search for the owner next time they send in a question using that email account.
Note**if an owner owns 2 different properties, Vantaca wont be able to assign the association or account because it doesn't know which account to attach it to so you will always have to attach it to the correct associations and owner account even if the owner owns property in the same community