For Board Admins

Automated Responses

An automated response greets every new request the moment a resident hits submit, so they know you've received it — even before a board member has a chance to look. Set them up in Settings → Categories. Board admins and property managers can manage them.

How It Works

When a resident submits a request, your automated message is posted right into the request thread as a reply, and the resident also gets it by email. It's clearly labeled as an automated response, so no one mistakes it for a personal note from the board.

An automated response does not count as your board's first reply — your response-time goal keeps running until a real board member replies. The automatic greeting reassures the resident without stopping the clock.

Setting a Default Message

At the top of the Categories page, write a community-wide default automated response. This is what residents receive for any category that doesn't have its own message. A friendly, reassuring tone works best — let them know you've got it and when they can expect to hear back.

Personalizing with Placeholders

Drop any of these into your message and NeighborBase fills them in automatically:

• {resident_name} — the resident's name
• {request_title} — the title of their request
• {org_name} — your community's name
• {response_time}— your response-time goal, written out (e.g. "within 3 business days"). If you haven't set a goal, this becomes a gentle "as soon as we can."

For example: "Thanks {resident_name}! We've received your request and a board member will respond {response_time}."

Custom Messages and Turning It Off

Edit any category and you'll find an Automated response setting with three choices:

• Use the default response — the category sends your community-wide message.
• Custom message for this category — write a reply tailored to that kind of request (for example, pointing landscaping requests to your vendor's schedule).
• No automated response — residents submitting in that category get no automatic reply.