Performance Issue

Most Elise AI message-retrieval tickets resolve when both Elise and the CRM are checked for contact history before escalating.

• Search Elise first — review the full conversation history for the resident in question, noting the earliest recorded contact date and any gaps.
• Cross-reference the CRM (CRM IQ) — check the Activities log for any entries related to the resident. Compare dates between both systems to identify whether a message was ever received or logged.
• Check all communication channels — confirm whether voicemails, emails, or portal messages were received through any channel outside of Elise (e.g., direct calls to the office, maintenance requests, or portal submissions).
• Document your findings — record what was found (or not found) in both systems, including the date range checked and channels reviewed, so there is a clear audit trail.
• (Admin only) If no messages can be located across all systems and the resident dispute remains unresolved, escalate to the Elise support team with a request to audit backend message logs for the relevant date range.

If none of these solve it, file a ticket and include: the resident's move-in date, the date range being investigated, the earliest contact date visible in Elise, a screenshot of the CRM activity log, and a description of which communication channels were checked.