Work items

REMI picks up problems from normal conversation. A cleaner writing "the bedroom blinds are broken" is enough. Nobody needs special words. Work items also come from your maintenance schedules, from guest messages in your PMS once the REMI team turns on guest replies for your account, and from you, using New work item or a message to REMI.

Where email is set up, emails don't open new work items. A reply from a vendor you email only updates the job it belongs to.

When several people report the same thing and REMI is confident it's one problem, it merges the reports into one work item. If it merged two that don't belong together, ask REMI in your private chat to split them, or choose Not a duplicate on the work item in the mobile app.

Every work item has a number like REMI-1042. Use it to refer to the job in chat.

Before suggesting a vendor, REMI checks whether the person on site can safely fix it. It gives one step at a time and asks what happened. If that works, nobody gets called out. If it doesn't, or nobody answers within 30 minutes, REMI logs the work item and moves on to a vendor.

REMI sets a priority on every work item from how serious it is and who it affects. Priority decides how quickly REMI chases the vendor. It is not the same as the due date.

That daily review looks over every open work item and leaves notes in a REMI review panel, such as Consider closing or Combine a visit. It never closes anything, and it messages you only when it raises an item to urgent or emergency.

The Work Items page sorts every job into one of four lanes:

Needs you

A decision only you can make: an approval, an escalation, a job reported done to check.

REMI handling

REMI is choosing a vendor, writing to them, following up or waiting on a visit.

Waiting

Someone is assigned and REMI is keeping an eye on it, or you paused its follow-ups.

Done

Resolved, verified, closed or dismissed.

Search by title or number, filter by property, assignee, priority, age or date, and sort by any column. Select several to bulk edit them or export a CSV file.

REMI never contacts a vendor without your approval. A typical repair goes like this:

1. REMI recommends a vendorMatching the trade, preferring vendors linked to the property, and weighing how past jobs went. It names a backup too.
2. You approve the vendorAssign them, choose someone else, say you'll handle it yourself, or don't assign anyone yet.
3. You approve the first messageREMI shows the exact message and where it goes. That can be an existing group, or a new group with you, REMI and the vendor. Where email is set up, vendors who prefer email get it from your Gmail. Send it, edit it, or cancel.
4. REMI coordinatesIt answers the vendor's scheduling questions and follows up. Once the vendor names a day and time, that becomes the scheduled date. REMI checks in with them the day before, and asks if they made it when a visit looks missed. Anything only you can answer comes back to you.
5. The vendor reports it doneYou verify and close it, or reopen it. If you haven't, REMI reminds you once.

You can answer an approval in whichever place is handiest. The first answer counts.

• On the work item, in the Action required panel. Needs you on the dashboard takes you there.
• In your chat with REMI, using the work item number. The message tells you the exact replies.
• In the Inbox, when the message is an email.

Replying in chat:

• Plain words work: "go with them", "send it", "also ask them to call before arriving".
• A bare yes or no works only in your private chat, and only when exactly one thing is waiting.
• In a group, always include the number, like YES REMI-1042.
• Only the English keywords YES, NO, EDIT and OTHER count as commands.

REMI never agrees to a price. When a vendor sends a quote, it comes to you as an approval, and REMI tells the vendor your answer.

Assigning to your team

You can also give a work item to a cleaner or anyone else on your team. REMI sends it to them in a group you both share, follows up on the same schedule as a vendor, and asks you to verify when they say it's done. REMI never creates a group for this.

Once the first message is out, REMI keeps after the vendor until the job is booked and done. If a vendor goes quiet, the timing depends on priority:

Still nothing after one more wait of the same length? REMI tells you and suggests another vendor. Changing the priority restarts the timers. To hold off on follow-ups, ask REMI in your private chat, or open the work item in the mobile app and choose Pause follow-ups.

Due date

When the work has to be done by.

Scheduled date

When the vendor is booked to come. REMI fills it in when the vendor names a day and time. The work item shows a note if the visit is after the due date.

Both show in the property's time zone. Set either one on the work item, or tell REMI in chat.

• Mark complete asks for the root cause. REMI learns from it for next time.
• Verify & close or Reopen once a vendor reports the job done.
• I'll handle it takes a job off REMI's hands. REMI still tracks it until it's done.
• Each work item keeps photos, files, tags, related jobs, internal comments and a full audit trail of every change.