Product Update: Escalations, Communication Logs, and Live Support Chat

We’ve released several updates designed to make your operations faster, clearer, and more reliable. Below you’ll find a breakdown of the improvements and how to use them.

1. Smarter Escalations 

Stay on top of urgent issues with instant alerts and team-wide visibility.

• Immediate notifications: Get notified the moment an escalation is assigned to you. Choose email, SMS, or Slack (if your team uses the Vendoroo Slack app).

• Account-wide visibility: Every teammate can see open escalations, not just the assignee.
  

• Chrome Extension: Escalations show up as a red badge and a card on the work order.

• PMRoo Copilot chat: Any teammate can view and respond to pending escalations directly.

• Optional account-wide alerts: Enable account-wide notifications so selected users get alerted even if the escalation isn’t assigned to them.
  
  

How to enable:
Go to Profile Settings → Notification Settings, then turn on:

• Immediately for new escalations

• Account-wide escalation alerts (optional, per user)

2. Complete Tenant & Vendor Communication Logs 

Every work order now closes with a full communication record between tenants, vendors, and Vendoroo. This log is automatically posted as a note in your PMS.

Why it matters:

• Full compliance and audit-ready documentation

• Easy access to historical conversations without digging through threads

• Consistent, transparent records for your team

? Pro tip: Use PMRoo to save time. Try asking:

“Summarize communications on WO #12345.”

3. Live Support Chat 

When something can’t wait, connect instantly with our team.

• Request an urgent action in PMRoo (or via the Chrome Extension)

• Receive a link to start a real-time chat with Vendoroo experts

• Available 9am–8pm ET, Monday–Friday

This gives you direct, same-day help for time-sensitive requests.

Why This Matters for You

These updates mean:

• Faster response times → no more waiting for daily escalation summaries

• Stronger transparency → every work order leaves behind a complete record

• Real-time support → human help when you need it most

Thanks for growing with Vendoroo — we’re here to make your operations smoother every step of the way.