Communication & Notifications

Overview

Reliable communication between FTS and its clients is essential to the ordering workflow. This feature group addresses gaps in email notifications, chat functionality, and automated status updates that currently cause missed messages and manual follow-up.

Business Value

Every missed notification creates a support call. Every manual status update email is time an assessor could spend on actual compliance work. Fixing these gaps reduces the communication burden on FTS staff and improves client confidence that their orders are being progressed.

Features

Chat Email Notifications

Clients are not receiving email notifications when FTS staff communicate via the order chat unless the order status is also changed. Any new message in the order chat must trigger an email notification to the client, regardless of whether the order status has changed.

This is creating a gap in communication where important messages are missed if no status update is made.

Order Hold & Rejection Communication

When an order is placed on hold or rejected, only the most recent reason should be sent to the client - not the full history of previous on-hold or rejection reasons. The current behaviour sends a confusing chain of historical reasons that obscures the actual action required.

Royston Email Automation

Implement automated processing for emails received from Royston's Business Craft system:

• Emails titled "Developer Approval Ready" should update the project status to DA Ready
• Emails titled "Building Permit Ready" should update the project status to Permit Ready
• The FTS Platform then issues a corresponding notification to relevant parties

Statement of Compliance Notification

Send email notifications to designated staff when a project's Statement of Compliance date is updated. This is a targeted notification for management visibility into SOC milestones.

Source

• Trello: Chat functionality (Code Review) - HIGH PRIORITY
• Trello: Order Note Issue (Code Review) - HIGH PRIORITY
• Trello: New Royston Email Automation (Code Review) - HIGH PRIORITY
• Trello: Send Matt and Gio an Email notification (Further Dev required) - ON HOLD