Setting Up FixFlow

Setting Up FixFlow

FixFlow handles maintenance requests from intake to resolution. Tenants text a dedicated phone number, FixFlow classifies the issue, dispatches the right vendor, and keeps everyone updated. This guide walks through the complete setup.

Prerequisites

• An active OperantOS account
• A list of your properties and units
• Contact information for your maintenance vendors
• Tenant contact details (phone numbers for SMS intake)

Step 1: Property Setup

Add your properties and units to FixFlow:

1. Go to Properties in the FixFlow dashboard
2. Click Add Property and enter the address, number of units, and property type (residential, commercial)
3. Add individual units with unit numbers or identifiers
4. Optionally, connect AppFolio or Buildium to auto-import your property and tenant database

For each property, you can add notes that help FixFlow make better triage decisions (e.g., "Building built in 1960, original plumbing" or "Gate code: 4589 -- share with vendors").

Step 2: Vendor Database

Build your vendor database so FixFlow knows who to dispatch:

1. Go to Vendors in the dashboard
2. Add vendors with: business name, phone number, email, service categories (plumbing, HVAC, electrical, etc.), service area, and hourly/per-job rates
3. Set vendor priorities per category (e.g., "Always try ABC Plumbing first for plumbing issues")
4. Configure on-call schedules for after-hours vendors

You can import vendors in bulk via CSV upload. The required columns are: vendor_name, phone, email, category.

Step 3: Triage Rules

Configure how FixFlow classifies and handles requests:

• Spending threshold: Set the maximum amount a vendor can charge before requiring your approval (default: $500)
• Emergency definitions: Review the default emergency criteria (gas leak, flooding, fire, no heat in winter, no AC above 95F). Add property-specific rules if needed
• Escalation preferences: Choose how you want to be notified for different urgency levels (SMS for emergencies, email for routine)

Step 4: Activate Your FixFlow Phone Number

Each FixFlow account gets a dedicated local phone number. This is the number tenants text when they have a maintenance issue.

1. Go to Settings > Phone Number
2. Choose your preferred area code
3. FixFlow provisions the number instantly

Share this number with your tenants via email, posted notices, or your tenant portal. The recommended message: "For maintenance requests, text [phone number] with a description of the issue. You will receive confirmation within 2 minutes."

Step 5: Test the System

Send a test maintenance request to your FixFlow number:

"The kitchen faucet is leaking in Unit 3A at 456 Oak Street"

Within 60 seconds, you should see:

• The request appear in your FixFlow dashboard, classified as "Plumbing -- Routine"
• A confirmation SMS sent to the test phone number
• A vendor dispatch initiated to your first-priority plumber

Going Live

Once testing confirms everything works, notify your tenants of the new maintenance request process. FixFlow handles requests 24/7 including weekends and holidays.