A situation note is one short line about where something is at a building, like the water shutoff or the breaker panel. When a call matches a situation on your escalation list, your assistant reads your note, word for word, exactly as you approved it, before your Call List rings.
Find your situation notes
Click Knowledge in the sidebar.
At the top right, switch from General to Situation.
Each property has its own section with a count, such as "2 of 12 situations have a note". A property with no notes shows that it has nothing to read on a call, with a button to copy notes from another property.
What a note can say
One note per situation, per property. The situations are the ones on your escalation list.
Where something is, or what you supply. Doorkeep rewrites what you type into a short statement about the location and leaves out any instructions for the caller. If nothing about a location is left, the note is not saved.
No access details. Door codes, gate codes, lockboxes, and where keys are kept are refused, because anyone who calls about that situation can hear the note.
Up to 400 characters as you type it.
For a water leak or flood, a ceiling leak, no electricity, or no hot water, you say whether the control serves one unit or the whole building. The note shows Their unit or Whole building.
Add a note
Click Add a note and fill in the form.
The note appears under its property marked In review, with the words "Not read until you turn it on".
Read the wording. If it is right, click Turn on.
A live note shows Live, who acknowledged it, and "Read word for word on the next call about this".
If Doorkeep had to change your wording, the note is flagged. Look at the new wording and save an edit before you turn it on.
Change, copy, or turn off a note
Edit changes the wording. Editing a live note puts it back in review, so you see the new wording before a caller hears it.
Copy to another property starts the same note at another building.
Turn off stops the note being read. It stays on the page.
Remove takes the note off the page.
What the caller hears
Your assistant reads a note only when the call matches a situation on your escalation list, the call is tied to that property, and the note is Live.
It says "Your property manager left a note for this." and then reads your note. Then your Call List rings. If nobody on your Call List can be rung, a message is taken instead. If the call isn't tied to the property, no note is read and the call carries on as usual.
The text your Call List gets after the call includes the note that was read.
Who can write notes
Only the account owner can add, change, turn on, or remove notes. Writing and editing notes is part of the Professional plan. On Starter you can still turn existing notes on or off and remove them.
Answers to everyday caller questions, like trash days or office hours, belong in Knowledge instead.