Negotiation Thread Inactivity Escalation
Negotiation Thread Inactivity Escalation
This automated workflow ensures that tenant messages in negotiation threads are never left without a response for an extended period. When a thread goes quiet on the agent or landlord side, the right people are automatically notified to take action.
Overview
| Attribute | Detail |
|---|---|
| Trigger | Scheduled — daily at 09:00 (0 9 * * *) |
| Type | Escalation |
| Entities | negotiationThreads, negotiationMessages, orgMembers, notifications |
How It Works
Each morning, a background sweep scans all open negotiation threads and evaluates their activity state.
Escalation Criteria
A thread is flagged for escalation when both of the following conditions are true:
- The most recent message in the thread was sent by a tenant (
senderParty = 'tenant'). - There has been no response from an agent or landlord for more than 48 hours.
Notification Recipients
When a thread meets the escalation criteria, notifications are dispatched to:
- Org admins — all organisation-level administrators associated with the property's organisation.
- Property manager — the specific agent with
agentRole = 'property_manager'assigned to the property in question.
Why This Matters
Unanswered tenant messages in a negotiation thread can stall the deposit resolution process, increase the likelihood of a formal dispute, and put agents and landlords at risk of non-compliance. This workflow acts as a safety net, surfacing overlooked threads before they become escalated disputes.
What Happens After Notification
Recipients receive a notification prompting them to return to the thread and respond. No automatic action is taken on the thread itself — the workflow is informational and designed to prompt a human response.