Maintenance Overview

Maintenance is the beachhead. It's where the agency loses the most time today, and where AI compresses that time the most.

The inbox

Maintenance in the sidebar is a single filterable queue of every incoming request across your agency. Each row shows:

• Property address
• Tenant name (if present)
• Channel — APP / WEB_FORM / EMAIL / MANUAL
• Status — see below
• Urgency — once triaged
• SLA countdown — once triaged
• Age — how long the request has been open

Filters: status, urgency, property, channel, date range.

Statuses

Status	Meaning
NEW	Just came in. No triage yet.
TRIAGED	Category + urgency assigned. SLA clock running.
ASSIGNED	Converted to a work order; contractor dispatched.
AWAITING_QUOTE	Over approval threshold; waiting for owner sign-off.
AWAITING_OWNER	Similar — owner consent or approval blocker.
IN_PROGRESS	Contractor on-site or scheduled.
COMPLETED	Work finished, request closed.
BLOCKED	Something's in the way — explicit PM action needed.
OVERDUE	SLA breached. Red chip on the row.
ESCALATED	Re-triaged upward or flagged by AI sentiment (coming).

Channels

Channel	Where it comes from
WEB_FORM	Tenant scanned the QR sticker and submitted via /report/{token}
EMAIL	(Planned) inbound mail parser
APP	(Planned) React Native tenant app
MANUAL	PM keyed it in from a phone call

The flow

Tenant submits → NEW
      │
      ▼
PM clicks "Suggest triage"  ─── Claude AI triage (or heuristic fallback)
      │                          returns category + urgency + next actions
      ▼
PM reviews / edits → "Apply triage" → TRIAGED (SLA starts)
      │
      ▼
"Convert to work order"  ─── Two paths:
      │                      ├─ Convert as-is  (raw tenant text = scope)
      │                      └─ Draft scope with AI  (Claude writes tradie-facing
      │                                               scope + cost ceiling)
      ▼
Pick contractor (ranked picker) → Dispatch (magic link)
      │
      ▼
Contractor statuses flow back → IN_PROGRESS → COMPLETED

Pages in this section

• AI Triage — what Claude returns and how to apply it
• Duplicate Detection — semantic matching within same-property 14-day window
• Convert to Work Order — raw vs AI-drafted scope
• SLA Clock — thresholds per urgency level, what breach triggers