| name | pm-propertymeld-platform |
| effort | low |
| description | Property Meld platform deep reference for Blue. Full feature coverage: Projects, make-ready/turnover lifecycle, workflow automation, three-way chat, vendor portal, integrations, KPIs, MAX On-Call, resident portal, scheduling. |
| triggers | ["property meld","meld status","how does meld work","vendor portal","three-way chat","meld workflow","what does pending mean","meld lifecycle","projects","make ready","turnover","workflow automation"] |
Property Meld Platform Reference — Full Feature Coverage
Operational deep reference for Blue. Sources: Property Meld help center + product documentation.
Complete Status Reference
Open Statuses (someone needs to act)
| Status | Blocked on | Unblocked by |
|---|
| Pending Assignment | PM/coordinator | Assign to vendor or internal tech |
| Pending Vendor Acceptance | Vendor | Vendor accepts or declines |
| Pending Vendor Availability | Vendor | Vendor proposes scheduling times |
| Pending Resident Availability | Resident | Resident selects from vendor's windows |
| More Availability Requested | Vendor (no auto-notify) | Vendor proactively updates; coordinator may need to prompt |
| Pending Management Availability | Internal tech | Tech selects schedule |
| Pending Estimates | Vendor (submit) or PM (approve) | Estimate submitted and approved |
| In Progress / Pending Completion | Vendor/tech | Work done, marked complete |
Terminal Statuses (permanently read-only — cannot be reopened)
| Status | Meaning |
|---|
| Complete | Work finished successfully |
| Canceled / Manager Cancelled | PM cancelled (includes resident-requested cancellations processed by PM) |
| Resident Cancelled / Tenant Canceled | Resident cancelled via portal |
| Vendor Could Not Complete | Vendor unable to finish |
| Maintenance Could Not Complete | Internal tech unable to finish |
Critical: Terminal melds are permanently read-only. Closed in error = create a new meld.
1. PROJECTS
What a Project Is
A container that groups multiple Melds under one umbrella with a shared timeline, progress tracker, and coordinator assignment. Used when a single outcome requires multiple trades — most commonly turnovers and make-readies. A Project gives the coordinator one view instead of hunting across individual Melds.
- Standalone Meld = one work order, one problem
- Project = many Melds, one outcome
Where to Find Projects
Left nav → Projects tab. Templates tab within Projects holds reusable structures.
How to Create a Project
From template (recommended):
- Projects → Templates tab
- Find template (e.g., "Standard Move Out" — Property Meld provides this out of the box)
- Click "Create Project from this Template"
- Fill in: property, start date, target due date, coordinator
From scratch:
- Projects → Create Project
- Add Melds two ways:
- "Add Meld" — creates a new Meld inside the project
- "Add Existing Meld" — attaches an already-created Meld
Project Fields
- Progress bar — completed Melds / total Melds
- Start Date / Due Date — due date = target rent-ready date
- Coordinators — user(s) responsible
Project Detail Page
Opens to the Summary tab:
- Overall progress
- Activity timeline
- Recommended actions if behind pace to hit target date
- Spotlight section — shows Melds requiring action with current status and tags; coordinator can act on them directly from Spotlight without navigating to each Meld
What Belongs in a Project vs. a Standalone Meld
| Use a Project | Use a Standalone Meld |
|---|
| Turnover/make-ready (3+ trades) | Single repair (leaky faucet) |
| Work coordinated around a vacancy | Routine maintenance, one vendor |
| Multi-phase work with a target completion date | Emergency dispatch |
| Anything with sequenced trades across multiple days | Resident-submitted requests |
Multi-Trade Sequencing
No formal dependency logic (Meld B cannot start until Meld A completes), but Spotlight and the progress bar give the coordinator visibility to manually sequence. Best practice: create Melds in trade execution order (clean → paint → flooring → lockset) and assign each as the prior trade completes.
Turnover as a Project
Use the Standard Move Out template. Each trade = its own Meld with its own vendor, scheduling thread, and invoice. Coordinator monitors Spotlight daily. Project is complete when all Melds reach a closed status.
What Good Project Management Looks Like
- Project created the day the move-out notice is received (not after keys are returned)
- Target date set at creation; Spotlight flags if pace is behind
- Each trade is its own Meld — not all crammed into one work order
- Vendors queued and pre-assigned so they start same day as move-out
- Coordinator checks Spotlight daily
- Invoices approved per Meld as each trade completes
Common Project Mistakes
- Creating the project after keys are returned (vacancy time already burning)
- One work order for all make-ready trades (no per-trade visibility or accountability)
- No target date set (no Spotlight alerts, vacancy extends indefinitely)
- Coordinator only checks in when a vendor calls with a problem
2. MAKE-READY / TURNOVER WORKFLOW — FULL LIFECYCLE
Industry Benchmarks
- Target: 7–10 days from move-out to rent-ready
- 45% of PM companies complete in 9 days or less; 33% take 13+ days
- Average cost per turnover: $1,750–$2,500 (excluding vacancy loss)
- A 14-day turnover on a $1,600/month unit costs ~$3,009 with vacancy loss factored in
- 80% of turnovers occur May–September — plan vendor capacity accordingly
The 11-Step Lifecycle
Step 1: Move-Out Notice Received
- Create a Project from the Standard Move Out template immediately
- Set target rent-ready date; assign coordinator
- Do not wait until after keys are returned
Step 2: Pre-Move-Out Inspection
- Create an inspection Meld inside the project
- Assign to internal tech or inspection vendor (zInspector integrates directly)
- Goal: identify scope of work before move-out so vendors can be lined up in advance
Step 3: Property Marketing
- Handled in PMS/leasing system, not Property Meld
- Best practice: list with existing photos while still occupied; new photos come after make-ready
Step 4: Scope Build-Out (after inspection)
Create individual Melds inside the project:
- Deep cleaning → cleaning vendor
- Paint / wall repairs → painter
- Flooring replacement or cleaning → flooring vendor
- Appliance repairs → appliance tech
- HVAC filter/tune-up → HVAC vendor
- Plumbing check → plumber
- Lockset change → locksmith or internal tech (always last)
Step 5: Key and Final Payment Collection
- Handled in PMS
- In Property Meld: update any Melds requiring resident presence to "no presence required" — unit is now vacant
Step 6: Move-Out Inspection (Final)
- Confirm no personal items remain, document condition with photos/video
- This Meld's documentation = basis for security deposit accounting
Step 7: Vendor Coordination and Execution
- Each vendor receives their Meld; accepts; schedules
- No resident presence required = faster scheduling (vendor picks their window)
- Coordinator monitors Spotlight for bottlenecks; approves invoices as each trade completes
Step 8: Lock Change
- Final Meld before showing — must be confirmed complete before property is shown
- Create as the last Meld in the project sequence
Step 9: Showings
- Handled in leasing system
- Rent-ready flag: Project at 100% or coordinator manually signals completion
Step 10: Tenant Screening → Lease Execution
Step 11: Move-In Inspection
- New standalone Meld or second project phase
- Document with photos; establishes baseline for new tenancy
3. WORKFLOW AUTOMATION
What Workflows Are
Rule-based automations: trigger + optional conditions + actions. Coordinator intervention not required. Access: left nav → Workflows. Admin and Agent roles only.
Trigger Types
Time Events — fire based on elapsed time relative to a Meld state (e.g., "X days after Meld created with no assignment")
Change Events — fire when a user or system generates an activity record:
- Meld created
- Meld status changes (any status transition)
- Meld assigned to vendor
- Vendor accepts / declines
- Work marked complete
- Invoice submitted / approved
- Estimate submitted / approved / rejected
- Comment created (any chat message)
Conditions (filter when the workflow fires)
- Property, unit, or property group
- Issue category / trade type
- Assigned vendor or technician
- Meld tags
- Date thresholds (before/after date)
Combine multiple conditions with AND / OR logic.
Actions
- Send a chat message using a saved Chat Template (recipient visibility set on the template)
- Delay — pauses execution before next action (enables multi-step sequences)
- Additional action types exist in-app (Property Meld's UI offers more than public docs enumerate)
Recommended Automations (Property Meld best practices)
| Automation | Trigger | Action |
|---|
| Resident acknowledgment | Meld created | Send receipt confirmation; set expectations for business hours |
| HVAC troubleshooting | Meld created with "HVAC" in description | Send resident troubleshooting template (check filter, thermostat, breaker) |
| Garbage disposal / drain self-fix | Same pattern | Send self-service resolution steps |
| Vendor introduction | Meld assigned to vendor | Message resident with vendor name so they recognize the unknown number |
| Invoice request | Meld marked complete → 24h delay | Send vendor chat message requesting invoice |
| Completion confirmation | Meld marked complete | Ask resident to confirm work done before billing is processed |
| Post-repair survey | Meld closes | Send satisfaction rating request |
| Stale meld nudge | Pending Assignment for X days | Alert coordinator to take action |
| Estimate request | Meld created in specific category | Send vendor a message requesting estimate before scheduling |
Chat Templates and Workflows
Workflows that send messages use saved Chat Templates. Templates must have visibility set correctly — wrong visibility sends the message to the wrong party. Templates support placeholders in __double_underscore__ format for quick personalization. Manage templates: Company Settings → Chat Templates.
Configuration
Workflows → Create Workflow (from scratch) or Create With Template (from preset Templates tab).
4. THREE-WAY CHAT
Architecture
Every Meld has a Chat tab — a threaded communication log that persists for the life of the Meld and becomes part of its permanent record. All communication should happen inside the Meld. Off-platform communication (phone/text) creates undocumented history and prevents other coordinators from seeing what happened.
Recipient Groups
Select recipient before typing. "Will be seen by" label confirms who receives the message.
| Recipient Group | Who sees it | When to use |
|---|
| Managers, Vendors, and Residents | All parties | General updates, scheduling confirmations, completion notices |
| Managers and Vendors | Staff and vendor only | Vendor coordination, cost discussions, internal notes that residents don't need |
| Managers and Owners | Staff and owner | Approval requests, cost discussions |
| Managers only | Internal staff | Internal notes — residents and vendors cannot see |
Vendor behavior: Vendors can send to Managers + Residents + Vendors, or Managers + Vendors only. Vendors cannot message residents alone (all comms go through the manager channel).
Owner behavior: Owners access chat via Owner Hub; they see Manager/Owner channel messages.
Delivery Status
Below each sent message, click to see: Read, Not Read, No Delivery Failures, or Delivery Failed (check contact info).
AI Tools
AI Translate (8 languages): Click translate below any message. Residents and vendors can reply in their native language. Enables bilingual coordination without bilingual staff. Available to all standard plan customers.
AI Message Assist: In the compose area. Type rough intent; AI generates a polished professional message. Useful for difficult situations where tone matters (damage charges, non-renewals, vendor performance issues).
AI Summary: Condenses a full thread to bullet points. Use when an owner or supervisor asks "what's going on?" without reading 40 messages.
Common Mistakes
- Sending vendor cost discussions to residents (use Managers and Vendors only)
- Communicating off-platform via phone or text (creates undocumented history)
- Not verifying "Will be seen by" before sending
- Letting chat threads grow without using AI Summary for stakeholder updates
5. VENDOR PORTAL — FULL VENDOR EXPERIENCE
How Vendors Get Access
Invitation from the PM company (no self-serve signup). PM adds vendor → invitation generated. Alternatively, vendors apply through Vendor Nexus (5-stage vetting: application, reputation check, compliance, platform training, interview). Nexus covers 81% of the U.S.
What Vendors See
Four navigation sections:
- Incoming Requests — new Melds awaiting acceptance
- Melds — all active and historical Melds
- Invoices — all invoices in progress or submitted
- Estimates — estimate requests from PMs
Accepting a Meld
- Incoming Requests → click Accept → confirmation → Accept again
- If resident presence required: vendor sees resident's 5+ availability windows; selects one — OR sends their own windows for resident to choose from
- If no resident presence required: vendor selects their own window
- Status moves to In Progress / Pending Completion
Reassignment rules:
- Reassigned from one vendor to another: appointment is canceled; new vendor schedules from scratch
- Reassigned from one internal tech to another: appointment transfers intact
Estimate Flow
Meld title shows "(Estimate)" prefix. Vendor accepts → if no site visit needed, clicks "NOT NOW" on scheduling page → submits estimate with cost breakdown → PM approves or rejects → if approved, work proceeds.
Invoice Submission
After marking Meld complete, vendor submits invoice:
Option A — Line items: Description, Quantity, Price per line. Optional Notes. Submit → confirm.
Option B — File upload: Upload invoice file + enter total amount. Submit.
Vendor can edit invoice until PM approves. Once approved, it locks. Payment handled outside Property Meld (PM processes payment externally).
Invoice statuses: Draft → Submitted → Approved → Paid
Integration sync:
- AppFolio: Approved invoices → AppFolio Bills (vendor must be manually linked)
- Buildium: Approved invoices → Buildium Bills (same manual linking required; $0 line items do not sync)
- Yardi: Approved invoices → Yardi payables
What Vendors Can Do
Accept/decline Melds | Schedule appointments | Communicate via Meld chat | Submit invoices and estimates | View their full Meld and invoice history
What Vendors Cannot Do
Modify Meld details | Create accounts without invitation or Nexus approval | Message residents independently (all comms through manager channel) | Close or cancel a Meld (can only mark "could not complete") | Access other vendors' Melds
Setting Expectations with Vendors
- All scheduling through Property Meld — not via coordinator phone/text
- Submit invoices within 24–48 hours of completion (automate a prompt via Workflow)
- Use Meld chat for all communication
- Upload completion photos to the Meld
- If unable to complete: mark "Vendor Could Not Complete" — do not abandon the Meld
6. ACCOUNTING INTEGRATIONS
AppFolio ↔ Property Meld
AppFolio → Property Meld (every ~2 hours): Properties, units, residents/homeowners, owners, maintenance notes
Property Meld → AppFolio (real-time on trigger): Meld info → AppFolio Work Orders; Approved invoices → AppFolio Bills (requires manual vendor linking); Billable Items → AppFolio work order
What does NOT sync: Updating a property in Property Meld does not update AppFolio. Updating a work order in AppFolio does not update the Meld. Vendor matching is always manual.
Setup: AppFolio Stack marketplace.
Buildium ↔ Property Meld
Buildium → Property Meld (every ~4 hours): Properties, units, tenants, owners
Property Meld → Buildium (on invoice approval): Approved invoices → Buildium Bills (manual vendor linking required)
What does NOT sync: Melds/work orders do not sync to Buildium (only invoices). HOAs do not sync. $0 line items do not sync. Owners not auto-invited on import.
Yardi ↔ Property Meld
Yardi → Property Meld: Portfolio data, contacts, residents (auto-invited after move-in)
Property Meld → Yardi: Approved invoices → Yardi payables. Supported: Voyager 7, 7S, 8 only.
Setup: Requires API URL, Server Name, and Interface User credentials from Yardi System Administration.
Other Partners
Rent Manager | Propertyware | Rentvine | zInspector (inspection integration — feeds into make-ready projects)
All integrations included at no extra charge.
7. REPORTING AND KPIs
Platform Tools
Insights (Core plan): Real-time dashboard — communication, scheduling, staffing, profitability metrics.
Insights Pro (Ops plan, $2/door): Adds competitive benchmarking, technician/vendor/coordinator performance analysis, financial tracking.
Monthly Benchmark Report: Property Meld publishes monthly using 10M+ work orders. Covers repair speed, resident satisfaction, costs, seasonal patterns by category.
Key KPIs and Benchmarks
| KPI | Benchmark / Target |
|---|
| Speed of Repair (submission → completion) | World-class: 2.7 days; Good: 3.4–3.5 days |
| HVAC cycle time | ≤ 3.5 days |
| Plumbing cycle time | ≤ 4.5 days |
| Electrical cycle time | ≤ 5 days |
| Critical threshold | > 5.5 days = near-zero chance of positive review |
| Speed to assign | Same day (0 days with automation) |
| Speed to schedule | Hours, not days; target < 4 minutes with automation |
| Technician utilization | ≥ 75% (service hours / payroll hours) |
| Jobs per day | Track balance vs. quality |
| Photo attachment rate | Target 80–90% of submissions |
| Resident satisfaction | Target 4.2–4.6 / 5; 3/5 is damaging |
| Resident retention | 46% of move-outs cite maintenance; 31% say it was primary reason |
| Cost per work order | Track by category; use for owner reporting |
Blue's Age-Based Escalation Rules (derived from KPI benchmarks)
| Meld age | Flag | Action |
|---|
| ≥ 4 days | Approaching critical | Include in morning scan report; message an agent if no vendor assigned |
| ≥ 5.5 days | Critical threshold | Message an agent immediately, any time of day |
8. MAX ON-CALL
What It Is
AI-powered phone answering for after-hours maintenance intake. Resident calls a designated number; MAX handles the call via conversational AI, creates the Meld, and routes based on urgency — no live dispatcher needed.
How It Works
- Resident calls after-hours number
- MAX engages immediately (no hold, no voicemail)
- MAX asks follow-up questions in natural language
- MAX prompts for photos/video via SMS follow-up
- MAX assesses severity against the PM's custom emergency definition
- Emergency: activates after-hours call tree; contacts on-call staff sequentially until claimed
- Non-emergency: documents issue, creates Meld, routes to next-business-day queue
What MAX Handles
New request submission | Status check on existing Meld | Rescheduling | Cancellation | After-hours emergencies (heating, flooding, lockouts, HVAC)
Key Stat
40% of issues self-reported as emergencies by residents are triaged down to non-emergency by MAX. Reduces unnecessary after-hours dispatches 30–50%.
Configuration
- Define emergency threshold (what counts as an emergency for your portfolio)
- Set after-hours call tree (who, in what order, what happens if no answer)
- Configure per-property applicability
- Set SMS follow-up preferences
9. RESIDENT PORTAL
Access
Web-based; no app download. 90% reported adoption rate. Credentials persist after initial setup.
Submitting a Request
- Resident clicks New Meld
- Describes issue; uploads photos/videos
- If MAX Intelligence enabled: conversational diagnostic; may resolve without dispatch
- Prompted to select 5 or more availability windows (if presence required)
- Confirmation message sent immediately upon submission
Scheduling Interaction
- Resident selects from vendor's proposed windows
- If no overlap: clicks "Request More Availability" — vendor does NOT receive a notification; coordinator must prompt the vendor manually
- Resident can update their own availability windows
Post-Completion
- Notification to provide star rating and feedback when Meld closes
- Feeds directly into PM's Resident Satisfaction metric in Insights
10. MAINTENANCE SCHEDULING
The Model
Resident and vendor availability are given equal weight. The system facilitates a self-service availability negotiation. Coordinator intervenes only when parties cannot agree.
Full Scheduling Flow
- Pending Assignment → PM assigns to vendor or tech
- Pending Vendor Acceptance → vendor accepts
- Availability exchange:
- If resident presence required: vendor selects from resident's windows (or sends their own windows back)
- If no presence required: vendor selects their own window without resident involvement
- In Progress / Pending Completion → appointment confirmed
- Complete → vendor marks done → invoice opens → resident feedback triggered
Scheduler IQ (Ops Plan)
Smart assignment feature. Recommends vendor/tech based on proximity, past reviews, cost efficiency, and availability. Automates the assignment decision coordinators otherwise make manually.
Reassignment
- New vendor: appointment canceled; new vendor schedules from scratch
- New internal tech: appointment transfers intact
USER ROLES
| Role | Key access |
|---|
| Admin | Full; configures Workflows, Chat Templates, integrations |
| Agent | Full operational; can manage Workflows |
| Maintenance Coordinator | Assign, schedule, communicate, manage Melds and Projects |
| Vendor | Accept/decline, schedule, chat, invoices, estimates |
| Resident | Submit, availability, chat, feedback |
| Owner | Owner Hub: view Melds, approve spend, chat, set notifications |
Owner Approval Dollar Amount: PM sets a threshold; invoices above it require owner approval before payment. Approval requests go through the platform.
PRICING
| Plan | Price | Adds |
|---|
| Core | $1.60/door/month | Work order tracking, chat, MAX Intelligence, integrations |
| Ops | $2.00/door/month | Scheduler IQ, Insights Pro, Vendor Nexus, financial tracking |
| Enterprise | Custom | 50,000+ units |
Minimum: $160/month. No extra charge for integrations.
Sources: Property Meld help center (support.propertymeld.com), propertymeld.com/blog, and product documentation. Distilled 2026-04-14.
