Applications carry themselves from the first login to move-in
This week is about work that finishes itself. An application now moves from first login to move-in on its own schedule, a lead closes in Union when its application is closed in ResMan, and a site edit shows up the moment you save it.
Applications carry themselves from the first login to move-in
An automation now runs an application from the moment the applicant creates their account through to the point they become a resident or are denied. It sends the applicant emails and texts at each step, the account confirmation, the application follow-ups, the request for service animal documentation, the deposit agreement and the lease agreement, and it stops following up as soon as that step is complete. Where a person has to act, it raises the task instead: verify income, review application details, make the application decision, countersign, or notify an applicant who was denied. A document waiting on countersignature sends its own reminder every two days until it is signed.
An application cancelled in ResMan closes the lead in Union
Union now pulls prospect status from ResMan and looks for applicants whose application has since been cancelled or denied. Where it finds one, the prospect is marked lost, the activity log records that the change came from the cancellation or denial in ResMan, and the lost date is set to the date of that decision when ResMan supplies it. Reporting affected by the change is regenerated, so New vs Net Leasing on the Overview Report reflects it. A property that does not use Union Leasing no longer has to come back to Union to close out an application it has already closed in ResMan.
Your site edits appear the moment you save
Content changes to a standalone property site, fonts, colors and added CSS among them, are now visible immediately after they are saved. Updates had recently been taking at least thirty minutes to show up, which made editing difficult, particularly for anyone newer to Union. The site cache clears when a change is made, so the live site reflects what you just saved.
Leasing & Lease Actions
The notice to vacate task is due the day notice is given. When a resident indicates that they are moving out, the Start Notice to Vacate Process task is now due the same day rather than fourteen days out. Agents should start the notice flow as soon as possible, and the due date now says so.
Tours & Scheduling
Self-guided tour times come from the tour vendor’s own calendar. Where self-guided tours are run through a connected tour vendor, Union now pulls available times from that vendor and offers and confirms tours against them, rather than against Union business hours.
Reporting & Analytics
A reassigned call shows its new agent everywhere. Reassigning a call that Union Voice AI handled updated Average Call Score by Property Agent, but the scored-calls list still showed Union Voice AI after a refresh, so the table and the list disagreed about that call. The scored-calls list now shows the person the call was reassigned to, matching the agent table.
Marketing & Property Sites
Every image on a standalone site can carry alt text. Alt text used to exist only on Gallery images, which left most of the photography on a site, the home carousel, amenities, neighborhood locations and floor plans, with nowhere to put it. Those image records now take a configurable Alt tag, set in Site Contents and, for floor plans, in Property Settings, and the standalone site uses it when the image is displayed. Alt text is a WCAG 2.1 AA requirement, and it also carries the community, amenity and neighborhood photography prospects search for into image search.
One smaller correction closed out the week: the floor plan feed source now saves from Property Settings instead of returning an error.
Your agents can return a call without leaving the calls page
This week is about acting from the screen you are already on, and about the numbers and stages underneath it holding steady. Agents can return a call from the calls page, engagement response times leave out prospects who have already applied, and a lease in the notice flow stays where your team filters for it.
Your agents can return a call without leaving the calls page
The Call Back action on the calls page used to be available to property managers and virtual agents only. At properties running Union Voice AI, property agents can now use it as well. Clicking it starts an outbound call from the desk phone rather than opening a call in the browser, so a call gets returned from the same screen where it is listed.
Response times stop counting prospects who already applied
A lead that has reached Application Submitted is no longer measured for first response in the engagement report. Before, a prospect who applied a few hours after inquiring could still be counted when an agent’s message went out weeks later, landing in the report with a four-figure hour value. Leads at Application Submitted are now excluded alongside current residents. Entries already recorded keep their stored values, so the change applies to how engagement is measured from here.
Every request says how far the problem reaches
Creating a request now asks one required question: how far the problem spreads. The choices are worded the way property teams already describe it, one person, one property’s team, multiple properties or the whole portfolio, or something blocking a move-in, lease or payment. Impact shows on the request detail view and cannot be changed by the requester after submission, and it is recorded independently of priority, so setting one never changes the other. Union uses it to route urgent work.
Leasing & Lease Actions
Renewal offers take their rent items from property settings. A renewal offer or lease used to copy other rent items from the existing lease, and fall back to property settings only when the lease carried none. A rent item introduced after the current lease was signed could not reach the renewal offer that way. Renewals now pull other rent items from property settings every time, ignoring what sits on the current lease.
A lease in the notice flow stays at Notice To Vacate. A lease that moved to Notice To Vacate when a notice started could return to Moved In in the same moment, which kept it out of the Notice To Vacate filter even though the flow was open. The stage now holds, so leases working through a notice appear where your team filters for them and can be processed in time.
Marketing & Property Sites
Outside widgets wait for cookie consent. The chat, resident referral and tour widgets supplied by outside vendors now load on corporate and standalone property sites only once a visitor has accepted cookies. They previously sat in the server-rendered page and loaded with it. Tag manager containers that had been written directly into the site code have been removed as well.
A change of city updates the property URL right away. Updating City or State in Community Details now refreshes the corporate site cache at once, so the property’s public address reflects the new city as soon as you save. Edit Site follows the same address, so the preview loads the page instead of cycling between two of them.
Three smaller fixes landed alongside the rest: sending the invite in the Add People flow on a renewal now completes rather than stopping at an error, an Add People flow whose steps are all finished now closes so a removal can be started, and clearing a middle name on a profile saves.
Fake form submissions stop becoming leads
This week is about the records your team acts on being the right ones. Forms turn away submissions that never came from a real visit, Delinquency AI covers residents partway through a renewal, and weekly New Leases counts each lease once.
Fake form submissions stop becoming leads
Forms on your property sites now confirm that a submission came from a real visit to the page before it creates a lead. A submission sent straight to the form’s address, with the page never loaded, is turned away. Repeat submissions from the same property and address are limited, and entries with spam names or invalid phone numbers are rejected before a lead is created. A prospect filling in the form on the site is unaffected and still comes through as a Standalone Website lead.
Residents in renewal stay covered by Delinquency AI
A resident partway through a renewal sits at a pending lease status rather than an active one, and balances for those residents were not being pulled. Delinquency AI now includes residents whose lease is pending while their stage is Renewal. They are treated the same as every other resident, so a balance that comes due during a renewal is worked the same way.
Your notes and Voice Assist stay on screen together
The call widget opens on notes by default, as it did before, and Voice Assist is attached along its right side. Both stay on screen together while you are on a call.
Credit Builder
Do Not Enroll is visible on the resident’s record. On properties that use Credit Builder without the rest of the CRM, a resident marked Do Not Enroll stayed as Not Set, with nothing on the record to show the decision had been made. That status now shows in the CRM, so your team can tell at a glance that the resident will not be enrolled at their next lease renewal.
Leasing & Applications
A second Nevada lease agreement with revised insurance wording. Nevada Lease Agreement – Non RI is available as a new leasing document. It matches the existing Nevada Lease Agreement except in the insurance section, which carries new wording.
Reporting & Analytics
Each new lease counts once, in the week it happened. Weekly New Leases counted a lead in any week that carried a lease date, so a record holding more than one date could turn up in two different weeks. A lease is now counted only in the week of its valid lease event.
Marketing & Property Sites
A promotion no longer needs an image. Properties on a Union standalone site can publish a promotion without supplying a promotion image. It is no longer a required field.
Contact Form 3 can collect the property. A checkbox on the Contact Form 3 section adds a Property field to the form. When it is switched on, the property the visitor picks is carried into the notification email the submission sends.
The floor plan description folds away from the 3D view. The description that opens with a floor plan could sit over the 3D rendering behind it. That box can now be collapsed, so the rendering is visible.
Two smaller corrections round out the week: a floor plan card reads “Unit” rather than “Units” when only one is available, and the newest section on the Addenda Fields settings page carries the same separator line as the sections around it.
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.