Owner Follow Up

Purpose:

To ensure all client or owner conversations via RingCentral are accurately documented and followed up with a professional summary email sent via support@ email.

Step 1: Start RingCentral Call

• Begin the call using the RingCentral app (desktop or mobile).
  
  

• Ensure AI transcription or call recording is enabled.   (icon to the left of green call button needs to say "notes on")
  
  

Step 2: Document Key Points During or After Call

• Take quick notes or wait for RingCentral to generate the transcript.
  
  

• Highlight key discussion points:
  
  

  • Action items
    
    

  • Decisions made
    
    

  • Questions raised
    
    

  • Issues reported or resolved
    
    

Step 3: Review Transcript (if available)

• Open the call transcript or AI summary provided by RingCentral.
  
  

• Edit for clarity and professionalism.
  
  

• Identify any next steps or owner/client requests.
  
  

Step 4: Draft the Follow-Up Email

Use this template:

📧 Subject:

Summary of Our Recent Call – [Date]

📧 Body:

Hi [Owner/Client Name],

Thank you for taking the time to speak with us today. Here is a quick summary of our conversation:

Main Topics Discussed:

• [Point 1]
  
  

• [Point 2]
  
  

• [Action Item or Decision]
  
  

Next Steps:

• [What your team or they need to do]
  
  

Please feel free to reach out if anything was missed or if you have additional questions.

Best regards,
[Your Name]
[Your Title or Team Name]
support@shorttermrentalmanager.com

Purpose

Ensure all guest messages are routed correctly so the right team responds quickly and accurately, reducing delays and miscommunication.

📌 TAGGING RULES

1. Always tag based on topic

• Operations Manager → operational / property issues
  (maintenance, pool, appliances, home systems, etc.)

• Accounting → financial / refunds / fees
  (refunds, charges, payment questions, adjustments)

• Communications → Guest related topics if the comms agent canno't answer them 

📲 ESCALATION RULE

• Most complex or unclear guest messages should be escalated to management

• Comms agents should not guess ownership when unsure

• When in doubt → escalate

👩‍💼 OWNER MESSAGES (IMPORTANT DIFFERENCE)

• Messages labeled “FYI” or “reported issue” to owner:

  • Do NOT escalate by default

  • Supervisor should be able to handle and respond

  • These are informational updates, not action-required escalations

🧠 DECISION GUIDE

Supervisor-Level Items

• Standard owner questions

• Minor issues

• Routine updates / FYI reports

Management-Level Items

• Refund requests

• complaints or disputes

• Property failures or urgent operational issues

• Anything unclear or requiring judgment call

🎯 GOAL

• Faster routing of issues

• Reduce missed or delayed responses

• Ensure management only handles what truly requires decision-making

• Keep supervisors empowered for standard resolution tasks