A prospect who texts “Stop” is left alone
This week is about what Union does when someone says no, and when a quiet step blocks someone who is trying to move forward. A prospect who texts “Stop” is left alone, an application that was reactivated can take its payment, and the pipeline now separates the people still applying from the people moving into a lease.
A prospect who texts “Stop” is left alone
When a prospect replies “Stop” to a text message, the assistant now stops there. It does not reply, it does not attempt to reach that person by SMS again, and it no longer raises a takeover task for your team to clear. If the prospect has an email address on file they stay enrolled in automation, so email can carry the conversation while SMS stays off.
Contact form settings live in one place
Contact form configuration has moved off individual buttons and into Site Settings, where a single Global Contact Form applies to every button set to open one. Switch it off and configuration returns to the section, where a redirect link or a redirect destination can also be set. A submission now sends one lead notification, to the corporate lead address on the property, and the Start Application form takes its title, description and button label from the CMS rather than fixed text.
Approved, sent and signed become a Lease stage
Application approved, Lease sent and Lease signed used to sit under the Application stage. In Union Leasing they now roll up to a new Lease parent stage, so your pipeline separates the people still applying from the people moving into a lease. A current lease no longer shows the Application stage either: when someone is added through the add people flow, the lease itself uses Lease Change while the person being added keeps the Application stage.
Live Chat & Notifications
Waitlisted units stay off the available list. Units that sit on a waitlist are no longer counted among available units in the assistant’s responses, so an availability answer reflects only the homes that are genuinely open.
Tours & Scheduling
Virtual tour videos load in the chat tour scheduler. The chat on your property sites now identifies the property correctly when it requests tour content, so virtual tour videos appear inside the tour scheduling flow. This applies on corporate subsites and on standalone property sites, including addresses that carry a www prefix.
Leasing & Applications
A reactivated application can take its payment. When an application is reactivated, the lease is now reconnected to its lead at the moment payment is attempted, so the applicant can submit the payment rather than being held at that step.
Pet fee wording appears only where a pet fee applies. The non‑refundable security deposit option in the Application Portal now leaves out the line about an additional fee for pets when the pet non‑refundable premium in Lease Defaults is blank or zero.
Credit Builder
A move‑out is recorded as Former, not a cancellation. Credit Builder enrollments now carry a Former status for residents unenrolled because their tenancy ended, held separately from residents who chose to opt out. It is not an end state: if someone signs a new lease at a Union‑managed home, their record runs through eligibility again. A cycle that was already paid still reports, on the same effective‑dating rule as an opt‑out.
Payments & Deposits
The security deposit ledger opens on the newest activity. The ledger now defaults to transaction date, newest first, and any sortable column can be selected to switch between ascending and descending order. The active column and direction are shown, the chosen order holds through filtering and paging, and transactions that share a date keep a stable order.
Reporting & Analytics
One engagement clock per reactivation. A lead that has already been engaged within its current reactivation cycle no longer starts a second engagement timer if it is engaged again later. The next clock begins at the next reactivation, so the measure counts one response per cycle.
Marketing & Property Sites
Name the tour page, and route the homepage button to it. The menu label for the Virtual Tour page can now be set to Schedule Tour, alongside the existing Virtual Tour and Tour options, and the choice is made per property. Where a property is not running the chat assistant, the homepage Schedule a Tour button can be pointed straight at that page instead of a form.
The logo card shows the logo your site is serving. Both logo cards in Site Contents now preview the value their own page publishes, so the card and the live header agree. Dragging a file onto a card that already holds a logo works as well, because the preview no longer covers the drop target.
Contact form fields announce themselves to screen readers. First Name, Last Name, Email and Phone in the Get in Touch form now each carry a label that is programmatically associated with the input, rather than relying on placeholder text, and selecting a label focuses its field. The change sits in the shared component, so it reaches every site the form appears on, and the form displays, validates and submits exactly as it did before.
Tasks & Views
A completed Final Follow Up stays completed. Marking a prospect Lost no longer recreates a Final Follow Up task that your team had already finished, so a closed‑out prospect stops leaving a due or past due task behind.
One smaller correction closed out the week: the Open in a new tab menu on Pipeline now appears beside the prospect you right‑clicked and moves to each new selection.
Applicants see the service fee before they pay
Money and paperwork get clearer at the moment someone has to act on them this week. Applicants see what a payment will cost before they confirm it, contact forms reach a real inbox, and several reports now reflect what actually happened rather than what was first recorded.
Applicants see the service fee before they pay
Service fees on application and one-time payments used to read “Calculated on the next step”, which meant confirming a payment before knowing its full cost. The fee is now worked out on the payment screen as soon as card or account details are entered, and it is shown on screen and added into the total before anyone clicks Confirm and Pay. The person paying sees the real number while they can still change their payment method.
Website contact forms reach the office and the CRM
Messages sent through the Union Application Portal contact form used to be stored in the activity feed only. They now also go to the property’s Outlook inbox and create a reply-back task in the CRM. That applies to both applicants and current residents, so a question that arrives through the portal lands where your team already works and carries a task that keeps it from going quiet.
Set a different tour ceiling for each day of the week
Maximum Concurrent Tours in Property Tour Sync Groups is now seven settings rather than one, with a value for each day of the week. When a property has an active tour sync group, available times are calculated from the ceiling for the day being booked, so a Saturday with a light desk can be capped differently from a Tuesday. Existing groups carry their previous value across all seven days, so nothing changes until you change it.
Knowledge stops counting questions that do not apply
Some Knowledge questions are created automatically by property setting fields and cannot be deleted, even when they do not apply to the property, and an unanswered one dragged down the completion percentage. Those questions can now be marked optional and are left out of completion metrics. Where a question is tied to a field that only accepts numbers, it can also be answered in plain text in Knowledge without changing the underlying property setting.
Reporting & Analytics
A late note or call can still count as your first response. A note in the prospect activity log can now have “mark as follow-up” switched on after the fact, and linking a call to a prospect is treated the same way. In both cases the system checks whether the original date and time would have been an earlier first response, and regenerates the affected engagement reports if it would. Response times stop being stretched by paperwork that caught up late.
Hidden co-applicants stay out of engagement reporting. When a lead added to an application as a co-applicant has no meaningful activity and is hidden from the pipeline, it is now also removed from engagement reporting, and affected historical reporting is regenerated.
Call scoring stays on the calls it was built for. Leads in the Tour Completed stage no longer have their calls selected for scoring, since scoring is meant for callers who have not toured yet and measures how well an agent identifies a need and books a tour. Leads in Tour Set and Tour No Show are still eligible.
Charges Posted reads across every customer. The Proof of Charges Posted report gains an All option in the Customers dropdown, so you can look at charges across all customers without picking them one at a time, and a PMC column showing the customer behind each charge.
Leasing & Applications
Acquisition history follows an applicant past the prospect stage. Acquisition date and history used to be visible only while someone was a prospect. It now sits in the application and lease header, between Last Activity Date and Stage, so the full picture of where a resident came from stays with the record.
Lead Management & Automations
Instagram, Facebook and Craigslist get their own inbound addresses. Each of these three prospect sources now has a dedicated listing-site email address, so inquiries arriving from them are recorded against the source they came from.
Payments & Deposits
The Final Account Statement carries the resident’s address. The generated statement now shows the resident’s mailing address beneath their name.
ResMan & PMS Integrations
One Final Account Statement, in the Move Out folder. Approving a claim now files exactly one copy of the Final Account Statement into the resident’s documents in ResMan, in the Move Out folder, rather than a second copy landing in Utilities as well.
Marketing & Property Sites
Apply Now sends iPhone visitors through to the property site. Submitting the Apply Now form on an iOS device now redirects to the property website the way it already did on Android, instead of leaving the visitor on the form.
Four smaller corrections closed out the week: the pipeline dropdown now reads “Active Prospects” rather than a raw prospect count, the Add Task button stays disabled until the data behind it has loaded, ledger exports show negative amounts as negative, and Site Contents finishes loading after you switch from one property to another.
Behind the scenes. Inbound email now reaches the CRM promptly at properties of every size. Union no longer re-downloads a message when someone simply reads or files it, ignores duplicate notifications from the mail provider, and matches incoming email to leads in a way that stays fast on a property with thousands of leads.
Leasing questions reach the assistant, not a phone line
A quieter week, and a useful one for anyone who answers the phone. Callers asking about leasing reach the assistant more often and get answers that match what they asked for, and a handful of numbers and screens that were quietly off are now right.
Leasing questions reach the assistant, not a phone line
A caller who picks the catch-all option in your phone menu and then asks something about leasing now reaches Union Voice AI. Questions about availability, pricing and tours get answered in the moment, rather than being passed to a leasing line where the caller waits for whoever picks up. For properties running the AI-orchestrated menu, that is a whole set of leasing conversations that now begin with an answer.
Availability answers match the home the caller asked about
Union Voice AI now knows the bedroom and bathroom count behind each floor plan code, not just the code itself. When a caller asks for a two bedroom, the assistant can match that to the floor plans you actually have and give the next available date, instead of reading a list of plan codes and concluding there is nothing open. This applies across every AI channel, not only the phone.
The free first month reaches new sign-ups
The Credit Builder free month setting used to apply only when a subscription renewed. It now applies to brand-new sign-ups as well: the first scheduled payment is skipped, and the resident is fully enrolled from the day they sign up, with credit reporting active through the skipped month exactly as it would be in a paid one. The second billing period charges normally, on the normal schedule.
Credit Builder
Residents skipped by auto-enrollment can be enrolled by hand. A resident who was excluded from automatic enrollment used to sit at Not Set with no way forward. Your team now gets an Enroll action for those residents and a Change Plan action for anyone already subscribed, so nobody is stranded between the two.
Leasing & Applications
A second Arizona lease agreement. There is now an Arizona lease agreement matching the existing one except for its insurance section, so properties with different insurance requirements can send the right paperwork.
Middle names appear on leasing documents. When an applicant or resident has a middle name on their profile, leasing documents now carry the full name rather than first and last only.
Reporting & Analytics
Average lead response time agrees with the detail beneath it. The headline response-time figure now applies the same exclusions the trend chart and the drilldown were already applying, so the number on the card matches the leads you see when you click into it.
Report emails only when there is actually a wait. A report that finishes almost instantly no longer sends a “your report is ready” email, so the notification means something when it arrives.
Marketing & Property Sites
Google ratings can be refreshed on demand, with reasons. Alongside the regular refresh, a Google rating sync can now be run when you need one, and it reports which properties were not updated and why, so a rating that has gone stale is something you can trace rather than guess at.
Live Chat & Notifications
Floor plan questions in website chat run clean. Visitors asking about floor plans in the chat on your property sites now move through the options smoothly, so a prospect exploring what you have keeps their momentum.
Navigation & Search
Up to five destinations sit in the main navigation. The primary navigation now fills its available slots based on what each person can actually reach, promoting destinations out of More rather than leaving a single icon sitting beside a full menu. If someone has five destinations or fewer, they all show and More disappears.
Switching clients shows the results that are there. Moving from one client to another now displays the records that exist, rather than an empty state on a list that is not empty.
Two smaller refinements rounded out the week: fee tables can now indent a line beneath the charge it is included in, and the agent list in the scored-call reassignment dropdown opens without the wait it used to have.
Behind the scenes. The prospect pipeline view was sped up, with heavy work it was doing on every request now reserved for the searches that actually need it.
Promotions you can attach to a single unit
Promotions get more precise this week, down to the individual unit, and the money side of a move-out gets clearer at both ends. Callers also find the right team more often.
Promotions you can attach to a single unit
Promotions used to live at the property level. Any individual unit can now carry its own, with an optional end date that switches the offer off by itself when it expires. Apartment Availability gains a Promotions column so you can see at a glance which units have one running, and unit descriptions and promotions are now part of what the AI knows, so it can speak to them on every channel.
Union issues the Final Account Statement
When a deposit claim is approved, Union now generates the Final Account Statement itself, with the full itemized ledger of charges, payments, credits and reversals. It uploads to the resident’s move-out documents in your PMS in place of the previously generated version, and goes out with the resident’s refund notification. One statement, one version of record, produced where the decision was made.
Callers reach the right team more often
The phone menu got a round of routing work. When someone asks for an agent and the assistant does not know whether they are a resident or a prospective one, it now asks before routing rather than guessing. Questions about the community that only a prospect would ask go to leasing instead of community management, and work orders split properly: emergencies and new requests reach maintenance, while a follow-up on an existing request reaches the resident team.
Live Chat & Notifications
Chat honours your hide-availability setting. Where a customer has chosen to hide unit availability in chat, the assistant no longer confirms how many units are open and points the renter to your floor plans page instead.
Payments & Deposits
Move-in charges and scheduled charges bill separately. Your monthly deposit invoice now arrives as two documents rather than one, a Move-In Charges invoice and a Scheduled Charges invoice, each itemized one line per unit and grouped by rate. The two reconcile exactly to what the single combined invoice would have totalled.
Action notes are optional on claims and disputes. Approving, rejecting or submitting no longer requires typing a note first, so a straightforward decision takes one step instead of two.
Lead Management & Automations
A returning renter gets a follow-up task. Someone who is already an applicant or resident and submits a new inquiry now generates a lead task instead of being skipped, which had been quietly stretching response times. Prospects who are hidden from the pipeline still do not carry open tasks.
Leasing & Applications
Unverified tours close themselves out. If a prospect never completes identity verification, the tour moves to No Show three hours after its scheduled time, matching the status on the booking partner’s side rather than sitting at Pending.
Marketing & Property Sites
Custom points of interest can be edited after they are added. A custom point of interest used to be fixed once created. Its description and photo can now be changed, so the neighbourhood detail on your property sites stays current without a request.
Two more for the week: signing in no longer triggers a password change notification when nothing about your password changed, and Yardi credentials can be set across many properties at once, with a record of who changed what.
Shoppers can open the full list of available homes
This week your property websites show more of what is actually available, and a household’s co-applicants stay part of one record instead of splitting into duplicates.
Shoppers can open the full list of available homes
Floor plans on your property websites now let a shopper open the full list of available units rather than stopping at the first ten. At a larger community that is the difference between a prospect finding the home they want and assuming there is nothing open.
Co-applicants stay part of the household, not separate leads
When someone is added as a co-applicant, they no longer turn into their own prospect record. Existing co-applicant records with no activity of their own drop off the pipeline as well, so what you see reflects real interest rather than duplicates your team has to untangle.
Communications & Voice AI
A more natural greeting when a name isn’t known. When Union Voice AI doesn’t have a caller’s name, it no longer reads a placeholder aloud and simply speaks naturally instead, so the call sounds like a person rather than a form.
Route prospects and applicants together. Call routing now offers a combined Prospects & Applicants option, so you can send everyone still moving toward a lease to the same team when that fits how your office is staffed.
Live Chat & Notifications
The back arrow in Juno returns to the category menu. Stepping back in a Juno chat now takes a resident to the category menu they came from, so moving between topics is predictable.
Replies stay in the language of the conversation. The assistant on your property sites now keeps its written replies in the expected language throughout a chat, so the answer a renter reads is clear from the first line.
Leasing & Applications
Waitlist applications collect the right payment. Adding people to a waitlisted unit no longer skips the payment step, so the application is completed and paid the same way as any other.
Log a completed tour from up to a year back. Your team can now mark a tour complete as far as 365 days in the past, so a walk-through that happened well before it was recorded still lands in the lead’s history.
Delinquency AI
The “Resident opted out” reason shows where it belongs. Delinquency Manager now displays the Resident opted out reason, so when someone comes off the list your team can see that it was their choice.
Delinquency outreach starts when a resident qualifies. The delinquency nurture now begins once a resident meets the criteria, so the conversations your team is counting on actually get underway.
Marketing & Property Sites
An alternative display value in the fees section. The fees section on corporate and standalone sites can now show an alternative display value, so a fee reads the way your team describes it rather than a fixed label.
Publishing a promotion takes one step. A promotion can now be published to your standalone and corporate sites together rather than one at a time, and the promotions list shows which floor plans each one applies to.
Reporting & Analytics
Engagement counts the calls your team answers. An inbound call your team picks up now satisfies the engagement response-time measure. A call the assistant handles on its own, without a transfer to an agent, does not.
Engagement counts the emails a person actually sends. The first manual agent email after a lead is created or reactivated now satisfies engagement, while fully automated and system-generated messages do not. An AI-composed email that one of your agents sends still counts, because a person sent it.
Tasks & Views
Task activity loads right after a type change. Changing an automatic task’s type no longer leaves its activity blank; the history loads immediately, so you keep full context as you work.
Live pricing on your property websites
Pricing and tours get more automatic this week, with revenue management pricing flowing straight through to your property websites.
Live pricing on your property websites
On properties using AI revenue management, your standalone and corporate sites now price from the revenue management matrix instead of market rent. A floor plan shows the lowest and highest available price, each unit shows its lowest available price, and a shopper sees the same number your pricing team is working from.
Cap how many tours you take in a day
Tour Options now includes a per-day maximum for concurrent tours, sitting alongside the tour types you’ve enabled in one place in Property Settings. Set the ceiling that matches your staffing, and your calendar stops filling past what your team can comfortably cover.
Regenerate a roommate addendum without starting over
When an effective date changes or an addendum is voided partway through, your team can regenerate it from the Documents tab. The Add and Remove People steps that need redoing are reopened for you, so nobody cancels and rebuilds the flow.
Leasing & Lease Actions
Guarantor limits enforced at the invite. Inviting more guarantors than a property allows is now caught at the moment of the invite, with a clear message, rather than further into the application.
A spay and neuter pet policy setting. Properties that require pets to be spayed or neutered can now record that in Property Settings, and the disclaimer shows in the Rental Criteria applicants read before they apply.
Property Settings & Configuration
Leasing settings stay with your leasing team. Virtual agents can view Leasing Settings but no longer edit them. Editing stays with your corporate users and admins.
Marketing & Property Sites
Amenities down to the unit in the floor plan widget. Turn on the amenities list and your floor plan widget shows unit-level amenities on standalone and corporate sites, so a shopper comparing two homes in the same plan can see what makes them different.
Tracking waits for consent on your sites. Analytics, advertising, and social tracking now hold until a visitor makes a choice in the cookie prompt. Forms and lead creation keep working either way.
One interested renter, one lead. Two submissions that arrive from the same person at nearly the same moment now resolve to a single lead, so your team follows up once instead of chasing the same renter twice.
Tasks & Views
Task Views remember where you were. Your filters, grouping, sorting, and columns hold when you open a task and come back, so your team stops rebuilding the same list.
Reporting & Analytics
Overview lease counts you can trust. Leads marked as Leased are counted correctly in Overview lease totals, so the headline number agrees with the detail behind it.
Credit Builder
Full-lease opt-outs are easier to place. A request to opt out everyone on a lease can now be matched from a community name and unit number alone, so a resident who asks to leave the program is found the first time.
A couple of smaller pieces rounded out the week: line breaks in a lease’s special provisions now carry through to the printed document, and the Arizona lease agreement picked up its latest early-payoff wording.