As in Operator, Messages are used for direct, two-way communication tied to a property. They act similarly to text messaging and are best for conversations that require a response.
Your team has a complete, searchable record of all homeowner communication, and homeowners receive updates in the same branded app they've been using since before closing.
This article covers:
How property-level messaging works
Push and email notifications
Message history tracking
Best practices for keeping communication in the system
Property-Level Messaging
Each property has its own messaging thread. To send a message to a homeowner, click the message icon in the upper right corner of any service request or work order — this opens the messaging thread for that property.
Messages are delivered to all buyers on the property, including any family members or other collaborators they've invited to their account.
What messaging looks like
It works like text messaging — similar to iMessage or WhatsApp — but it happens inside WarrantyOS, not on personal devices. Your team maintains visibility and a full record of everything that's been said.
Push and Email Notifications
Homeowners don't need to have the app open to receive messages. Every message sent through WarrantyOS is accompanied by:
A push notification (if they have the app installed)
An email to their registered address
This ensures homeowners stay informed even if they aren't actively checking the app.
Message History Tracking
Every message is stored and visible in the property's message thread. Your team can scroll back through the full history at any time, giving you a clear picture of what's been communicated, when, and by whom.
This replaces the need to search through personal text threads or email chains to find what was said.
Best Practices
Use WarrantyOS as your source of truth. Keeping communication in the system — instead of texting or emailing directly — means your whole team has visibility, homeowners get a consistent experience, and nothing falls through the cracks.
A few things that work well in practice:
After scheduling a warranty event, send a message to confirm the appointment with the homeowner
When a work order is completed, send a message with a photo of the finished work so there's a record of it
Use messaging to check in after a repair is supposed to have been done, rather than relying on a phone call