CRM & Support
Platform Extension PackEvery tenant conversation, on the record
The CRM pack gives your teams one inbox for every tenant query - with the lease, the balance and the maintenance history sitting right beside the conversation.
Support inbox
Open
24
-6Waiting on us
9
Resolved this week
112
+18%Statement query - September
N. Dlamini · Arcadia House · balance in view
Deposit refund timeline
Guarantor · lease #A-2214 · close-out
Access card not working
T. van der Merwe · linked to WO #1291
Lease renewal question
S. Naidoo · renewal offer open
01
One inbox, not five apps
Queries from the tenant app and email land in a single queue - no more support living in personal inboxes and WhatsApp screenshots.
02
Context beside every thread
The conversation opens with the tenant's lease, balance, payer mix and open work orders in view - answers take one look, not four systems.
03
Teams and accountability
Conversations are assigned, statused and visible - who owns it, how long it has waited, and what was promised.
Capabilities
What's in the box
Unified support inbox
Tenant messages from the app and email in one queue, routed to the right team.
Contact & relationship records
Tenants, guarantors, applicants and their history - every interaction on the record.
Assignment & queues
Route by topic or property, assign to people, and see what is waiting on whom.
Full context in-thread
Lease, account balance and open cases beside the conversation - no swivel-chair lookups.
Internal notes & handovers
Private notes and clean handovers between shifts and teams, on the thread itself.
Escalations & status
Statuses, escalation paths and re-opened conversation tracking - nothing falls through.
Features
Key features
Hover over or tap any feature for a short explanation.
Contacts and relationships
- Prospects, applicants, residents, guarantors, owners and vendors unified in one contact record, whatever roles they hold.
- Link contacts to employers, agencies, corporate tenants, brokers and owner entities to manage B2B relationships.
- Emails, WhatsApp, calls, notes, tasks, payments and RSVPs on one timeline, so anyone can pick up the conversation.
- Add your own fields to contacts and organisations, such as employer, income band or move-in date, without code changes.
- Tag contacts and save filtered views as lists, so you can target the same group again without rebuilding filters.
Leads and follow-up
- New leads distributed round-robin or by rule, so every prospect has a named agent.
- Leads scored automatically on affordability, move-in window, engagement and source, so agents call the hottest first.
- Follow-ups with an owner and a due date, collected in a personal work queue so nothing slips.
- Enrol a lead in a cadence of automatic messages and agent tasks, so follow-up is consistent and partly automated.
- Schedule viewings with prospects, with reminders on both sides and the booking on the contact record.
Service and productivity
- Every open resident ticket and message across the portfolio in one queue, with an SLA countdown on each.
- Notes on any contact with visibility control, so context stays with the person instead of in someone's email.
- Incoming messages are categorised and routed to the right team with a suggested priority, so urgent issues are never buried.
- Replies drafted from the conversation and its history, for staff to check and send.
- Bring contacts across from a spreadsheet or another CRM's export, with duplicates merged on the way in.
Fully API-exposed. Like every Atrium capability, CRM & Support ships with versioned endpoints, webhook events and OpenAPI docs - so it plugs into your stack, your warehouse and your AI.
Integrations & API →Works with
Resident Experience
Digital-native residents expect to pay, report and hear from you on their phone. Atrium ships a genuinely good resident app - payments, maintenance, comms and community in one place.
Marketing & Engagement
The Marketing & Engagement pack runs the demand side and the retention side of a portfolio: listings and lead capture in, campaigns and community out - all on the same record.
Leasing & Applications
Run the full admissions funnel - apply, vet, allocate, sign - as one digital flow, with guarantors, funders and documents handled as first-class citizens.
FAQ
CRM & Support - common questions
From the tenant app's support messaging and email out of the box. WhatsApp and SMS channels ship with the Marketing & Engagement pack and flow into the same inbox when both packs are on.
See CRM & Support in action
A 30-minute walkthrough with your own scenarios - beds, funders, intakes and all.