Automation & AI

First-time workspace setup

Optional after core setup steps 1–15 — wire ChatBot alongside setup step 11 Emails, then read Landlord MCP / Tenant MCP when external AI clients need portfolio or booking-scoped tools. Lockout catch-up JWT refresh: Getting Started — Lockout catch-up after password recovery. Concept pairing: Concepts — Setup sequence after go-live.

Finding your way in this guide

Start with the Channel map (who talks to what), then Management AI Assistant (operator UI) and AI Tenant Support Chatbot. External clients: External AI clients (MCP). Non-linear operator habits (Lockout catch-up, Pending manual receipt approval, Reject/revert mistaken receipts, Portfolio segmentation by tenant category, Notification row-click navigation, Payment alert to receivables triage, Confirmation alert triage, Finance debt receivables triage, Finance Income status drill-down, Cash flow forecast drill-down) have matching Related subsections below. Full pairing matrix: Automation & AI section cross-reference · Concepts — Concept cross-reference.

Vivin leverages artificial intelligence across the entire platform to reduce manual work, improve tenant satisfaction, and accelerate decision-making. This page explains the AI-powered capabilities and automation features available throughout the system.

Pair with other concepts

Portfolio automation tools are in Landlord MCP; booking-scoped tools are in Tenant MCP; tenant self-service alongside chatbot channels is in Tenant Portal. Scheduled payment overdue Communication Rules surface operator payment overdue rows — row-click opens the booking for Handling a Late Payment — Step 1. Topic-to-surface pairing: Automation & AI section cross-reference. Full pairing matrix: Concepts — Concept cross-reference.

Channel map (who talks to what)

Pair with other Automation & AI sections

Channel map pairs with Landlord MCP, Tenant MCP, AI Chat, and ChatBot settings. Downstream: Management AI Assistant (in-app) vs External AI clients (HTTP /mcp). Full pairing matrix: Automation & AI section cross-reference.

Every surface below ultimately calls the same Core API as the management app: permissions, account scoping, and validation apply on the server regardless of whether the caller is a browser tab, an MCP client, or a messaging channel. Use this map to choose the right doc page before you wire automation.

flowchart TB
  subgraph mgmt [Management frontend]
    Modules[Modules + Account Settings]
    AIAssistant[AI Assistant /ai-chat]
  end
  subgraph external [External automation]
    LMCP[Landlord MCP /mcp]
    TMCP[Tenant MCP /mcp]
    Channels[Tenant chatbot — WhatsApp / email]
  end
  API[(VIVIN Core API)]
  Modules --> API
  AIAssistant --> API
  LMCP -->|Management JWT + MCP session| API
  TMCP -->|JWT + MCP session| API
  Channels --> API

Modules + Account Settings — day-to-day operator work and ChatBot persona/rules configuration (Users and roles for who can edit ChatBot).
AI Assistant — conversational Q&A for Vivin internal operators only; see AI Chat.
Landlord MCP vs Tenant MCP — typed tools for compatible MCP clients; landlord tools are account-wide, tenant tools assume booking or tenant identity in each call. See Landlord MCP and Tenant MCP.
WhatsApp / email — tenant-facing automated support channels (not a replacement for MCP or the in-app assistant).

Full pairing matrix: Automation & AI section cross-reference.

Management AI Assistant (operator UI)

Pair with other Automation & AI sections

In-app assistant pairs with AI Chat module (/ai-chat), embedded Landlord MCP tools in-process, Portfolio KPI review for month-end reads, and AI usage API when you poll landlord_chat token cost (GET /ai-usage/summary). Contrast: External AI clients (HTTP MCP) and AI Tenant Support Chatbot (tenant channels). Full pairing matrix: Automation & AI section cross-reference.

Signed-in Vivin internal operators can use AI Chat in the management frontend (Tools > AI Assistant, route /ai-chat) to ask portfolio questions in natural language (occupancy, revenue, move-ins, coliving summaries, and similar). The Core API routes prompts through the same Landlord MCP tool surface as external MCP clients — including write tools when the signed-in user’s role permits — not a separate read-only SQL path. Access and data boundaries are enforced by the API the same way as other management features; other roles do not see this entry in the shell. That assistant is distinct from the tenant-facing automation described below (chatbot, channels, and tickets).

AI Assistant — conversation sidebar, example thread, and message composer in the management shell

The capture shows the Tools > AI Assistant workspace: thread list on the left, the active conversation in the centre, and the prompt field at the bottom. Example prompts in the product help operators discover occupancy, revenue, and portfolio questions without leaving the shell.

For a short walkthrough (New chat, send a question, open an Examples thread, then Start a real conversation), see the video on the AI Chat module page.

Full pairing matrix: Automation & AI section cross-reference.

External AI clients (MCP)

Pair with other Automation & AI sections

HTTP MCP pairs with Landlord MCP (account-scoped JWT) and Tenant MCP (booking-scoped identity). Surface-choice workflows: Workflow pairing for surface choice. Contrast: Management AI Assistant (browser) and AI Tenant Support Chatbot (WhatsApp/email). Full pairing matrix: Automation & AI section cross-reference.

Beyond the in-app assistant, VIVIN ships two Model Context Protocol servers in the monorepo so compatible external clients (for example IDE assistants or custom integrations) can call typed tools against the same Core API as the product:

Landlord MCP — Account-scoped tools for portfolio, bookings, listings, maintenance, payments, and related operator workflows (management-user JWT).
Tenant MCP — Booking- and tenant-context tools for assistants that already know which reservation or tenant identity they are serving (portal links, chatbot rules, maintenance, payments readouts).

Both servers use streamable HTTP MCP at /mcp on the configured host (for example http://localhost:8001/mcp for landlord and http://localhost:8000/mcp for tenant in local development). After the initial Bearer JWT exchange, clients should send Mcp-Session-Id on follow-up requests.

Landlord MCP supports two authentication paths for external clients: API keys (paste Bearer token from Account Settings → AI / MCP) and OAuth 2.1 for hosted connectors (Claude.ai, ChatGPT) — see Landlord MCP — Connector OAuth and MCP OAuth (HTTP endpoints). Tenant MCP continues to use management JWT / API patterns only.

These are HTTP MCP servers, not a replacement for WhatsApp/email chatbot channels; they are for teams wiring AI or automation outside the management UI. Workspace administrators with account_settings.mcp configure the MCP connection URL, API keys, account-wide tool permissions, and per-user overrides on Account Settings → AI / MCP (/settings/mcp) — the same domain policy applies to external HTTP clients and the in-app AI Chat assistant. See each concept page for tool lists, environment defaults, auth details, and safety notes.

Choosing Landlord MCP, Tenant MCP, in-app AI Assistant, and chatbot channels

Surface	Primary audience	Typical scope	Where to read more
AI Chat (`/ai-chat`)	Vivin internal operators in the browser	Same account data the signed-in user can access; embedded Landlord MCP tools (reads and writes in-process, not a separate MCP client session)	AI Chat module; Portfolio KPI review; AI usage API (`landlord_chat`)
Tenant support chatbot (WhatsApp / email)	Tenants on your configured channels	Per-conversation tenant context; persona and IF/THEN rules from Account Settings → ChatBot	ChatBot settings; Notification triage
Landlord MCP	External MCP clients using a management-user JWT	Portfolio-wide reads and writes (bookings, listings, tickets, and more) aligned with that user’s permissions	Landlord MCP; Portfolio KPI review — Step 7
Tenant MCP	External MCP clients that already know tenant email/phone and/or `bookingId`	Booking-scoped answers and selective writes (maintenance, notify landlord)	Tenant MCP; Notification triage — Step 4

Use Landlord MCP when automation acts as an operator on the whole workspace outside the browser (HTTP /mcp clients). Use Tenant MCP when the session is tied to a specific reservation or tenant identity (support bots, custom assistants after the tenant is identified). Use AI Chat for Vivin internal staff asking ad hoc portfolio questions inside the product — it calls the same tool catalogue in-process (see AI Chat module). Poll AI usage API (GET /ai-usage/summary) during Portfolio KPI review — Step 7 when assistant or utility-bill AI adoption spikes — internal USD cost only, not tenant billing. The WhatsApp/email chatbot remains the main tenant-facing automated channel; it is separate from MCP and from /ai-chat.

Workflow pairing for surface choice

Month-end portfolio reads that compare assistant answers with live KPIs: Portfolio KPI review — Landlord MCP get-booking-summary, get-vacant-units-next-month, and list-payments in Steps 1–7; get-property, get-listing (unavailabilities), list-listings, and get-listing-pricing-table in Step 3 when Ranking isolates one asset; Tenant MCP only for per-booking outliers in Step 6–7. Channel import duplicate checks: Processing a New Booking — Step 1 — Landlord MCP list-bookings, list-listings, get-listing (unavailabilities), get-listing-calendar, and get-property; Tenant MCP list-bookings-by-email and get-listing-calendar when guests ask about blocked dates on a suspected duplicate. Overdue reminder vs chatbot due-date reads: Handling a Late Payment — Step 2 — operator Communication Rules send history in the UI; Tenant MCP get-payment-info, get-dates-and-schedule, and get-portal-links for tenant-facing schedule questions. Manual block calendar edits: Manual block hygiene — Step 4 — Landlord MCP get-listing to verify unavailabilities after operator calendar saves (no MCP write for manual blocks); Tenant MCP get-listing-calendar when portal tenants still see blocked dates. Manual block vacancy reconcile: Manual block hygiene — Step 5 — Landlord MCP get-vacant-units-next-month, get-booking-summary, list-listings, and get-listing-calendar; Tenant MCP get-listing-calendar and notify-landlord when portal availability lags operator calendars. Alert-driven collections that start from /notifications: Notification triage — Landlord MCP for ledger reads in Step 4; Tenant MCP get-payment-info and list-bookings-by-email when Inbox threads preceded the alert; get-booking-status and get-dates-and-schedule for arrival-week alerts before Step 5 Mark all as read; get-maintenance-tickets / create-maintenance-ticket for Operations ticket alerts; notify-landlord before Step 5 Mark all as read on tenant-channel escalations; Landlord MCP get-upcoming-move-ins for arrival-week General alerts; list-tickets, get-ticket, update-ticket, close-ticket, and add-ticket-comment when Operations rows still need closure before bulk clear (Cost allocation remains operator UI). Segment-wide collections escalation: Handling a Late Payment — Step 6 — Landlord MCP get-booking-summary, list-bookings, list-tenants, get-tenant, get-tenant-bookings, list-tickets, get-ticket, and add-ticket-comment before Finance → Other filters; unpaid utility overage clusters → Entering Monthly Utility Bills — Step 4 with the same segment filters; month-end lingering Pending rows → Steps 6b mesh and Portfolio KPI review — Step 7; Tenant MCP notify-landlord vs operator segment filters. Analytics maintenance spikes: Portfolio KPI review — Step 5 — Landlord MCP list-tickets, get-ticket, create-ticket, update-ticket, and add-ticket-comment; Cost allocation remains operator UI. Departure turnover prep: Managing a Check-out — Step 2 — Landlord MCP create-ticket, list-tickets, get-ticket, update-ticket, and add-ticket-comment; Tenant MCP get-maintenance-tickets / create-maintenance-ticket; Cost allocation remains operator UI. Departure inspection sign-off: Managing a Check-out — Step 3 — Landlord MCP list-tickets, get-ticket, update-ticket, and add-ticket-comment; Tenant MCP get-maintenance-tickets / create-maintenance-ticket; Cost allocation remains operator UI. Departure damage charges: Managing a Check-out — Step 4 — Landlord MCP get-booking, list-payments, and get-payment to verify damage rows (Add Charge remains operator UI); list-tickets, get-ticket, update-ticket, and add-ticket-comment for contractor damage documentation; Tenant MCP get-payment-info and notify-landlord. Confirmation receipt approval before move-in: Processing a New Booking — Step 5b — Landlord MCP list-payments / get-payment and list-bookings when several imports share a property; Tenant MCP get-payment-info, list-bookings-by-email, and notify-landlord for tenant-channel “I paid” escalations. Month-end confirmation approval: Processing a New Booking — Step 6b — Landlord MCP list-payments / get-payment and list-bookings; Approve payment remains operator UI — pair with Notification triage — Step 5 before handover to Managing a Check-in. Post-cancel ledger cleanup: Cancelling a Booking — Step 6b — Landlord MCP list-payments, get-payment, get-booking, and get-booking-summary; /notifications cleanup remains operator UI. Triage blocked by product defects: Notification triage — Step 6 — Landlord MCP get-booking-summary, list-bookings, get-booking, list-tenants, get-tenant, and get-tenant-bookings to attach context before Vivin support tickets; month-end lingering Pending rows → Portfolio KPI review — Step 7 and Steps 6b across booking workflows; read-state and row-click fixes remain operator UI / Vivin support — contrast Tenant MCP notify-landlord. Utility bill overage review: Entering Monthly Utility Bills — Step 3 — Landlord MCP get-property, list-bills, and get-bill; Cost map GET /bills/cost-map remains operator UI. Utility missing bill gaps: Entering Monthly Utility Bills — Step 5 — Landlord MCP list-bills, get-bill, and get-property for Connections account IDs; Missing toggle and Days Missing Data chart remain operator UI. Utility overage verification on bookings: Entering Monthly Utility Bills — Step 4 — Landlord MCP get-booking / list-bookings and list-bills; Tenant MCP get-payment-info, request-contract-data, and notify-landlord for portal and chatbot bill questions. Utility bill entry blocked: Entering Monthly Utility Bills — Step 6 — Landlord MCP list-bills, get-bill, get-property, get-booking, and list-bookings before Vivin support tickets; AI Upload PDF and Cost map remain operator UI — contrast Tenant MCP notify-landlord. Cancellation deposit retention: Cancelling a Booking — Step 3 — Tenant MCP get-security-deposit-info and notify-landlord; Landlord MCP list-payments / get-payment for settlement math — Mark refunded and dispute toggles remain operator UI. Availability after cancel: Cancelling a Booking — Step 5 — Landlord MCP get-listing (unavailabilities), list-listings, get-vacant-units-next-month, and get-listing-calendar; stale manual blocks still need Manual block hygiene — Step 4; Tenant MCP get-listing-calendar and get-booking-status when guests ask whether freed nights are bookable. Post-cancel ticket closure: Cancelling a Booking — Step 6 — Landlord MCP list-tickets, get-ticket, update-ticket, add-ticket-comment, close-ticket, list-bookings, and get-booking; Tenant MCP get-maintenance-tickets; Cost allocation remains operator UI — file Vivin support when Operations closure or availability restore is blocked despite correct operator steps. Departure-week settlement: Managing a Check-out — Tenant MCP get-security-deposit-info, get-payment-info, and get-booking-status in Steps 1–7; Landlord MCP get-booking-summary, list-bookings, list-tenants, get-tenant, and get-tenant-bookings for portfolio In Debt triage in Step 6; list-payments / get-payment when receipts stay pending until Step 6b (Reject selected, Issue credit notes, and approval remain operator UI); create-ticket, list-tickets, get-ticket, update-ticket, and add-ticket-comment during turnover prep and inspection (Steps 2–3; Cost allocation remains operator UI). Utility Connections after onboarding: Onboarding a New Property — Step 6 — Landlord MCP get-property vs Utilities → Connections matrix; list-bills / get-bill contrast for monthly bills (Entering Monthly Utility Bills — Step 5). Channel linking after property onboarding: Onboarding a New Property — Step 5 — Landlord MCP list-listings, get-listing (unavailabilities), get-listing-calendar, and get-booking-summary; Tenant MCP list-bookings-by-email and get-portal-links after the first import — channel toggles remain operator UI. Turnover prep before arrival: Managing a Check-in — Step 2 — Landlord MCP list-tickets, create-ticket, get-ticket, update-ticket, and close-ticket; Tenant MCP get-maintenance-tickets / create-maintenance-ticket; Cost allocation remains operator UI. Inbox search narrowing: Notification triage — Step 3 — Landlord MCP list-bookings, list-tenants, get-tenant, get-tenant-bookings, list-payments, and get-payment when search text precedes row-click triage; read-state pills remain operator UI. Portal handover on arrival day: Managing a Check-in — Step 4 — Tenant MCP get-portal-links, request-contract-data, get-payment-info, and notify-landlord; Landlord MCP get-upcoming-move-ins for batch arrival reads. Portal onboarding after confirmation: Processing a New Booking — Step 6 — Tenant MCP get-portal-links, get-booking-status, and notify-landlord; Landlord MCP get-booking, list-tenants, and get-tenant before Vivin support tickets — Resend Onboarding email and Change tenant remain operator UI. Post-departure Ended verification: Managing a Check-out — Step 7 — Tenant MCP get-booking-status, list-bookings-by-email, and notify-landlord; Landlord MCP get-booking and list-payments — dispute toggles and Mark refunded remain operator UI. Onboarding portfolio verification: Onboarding a New Property — Step 7 — Landlord MCP list-properties, list-listings, get-listing (unavailabilities), and get-property before Vivin support tickets; wizard Submit and Sales → Channels toggles remain operator UI. Calendar edit blocked after hygiene: Manual block hygiene — Step 6 — Landlord MCP get-listing, list-listings, and get-listing-calendar attach hold context; manual block create/delete remains operator UI — contrast Tenant MCP get-listing-calendar and notify-landlord. Month-end KPI reconciliation: Portfolio KPI review — Step 7 — Landlord MCP list-payments, get-payment, get-vacant-units-next-month, and get-upcoming-move-ins when Total Debt, Debt Aging, or Vacant Units disagree with Analytics; Tenant MCP get-payment-info for per-booking outliers; Services Marketplace ancillary Income remains operator UI. Arrival-week month-end approval: Managing a Check-in — Step 6b — Landlord MCP list-payments / get-payment surface Pending move-in rows; Approve payment remains operator UI — pair with Handling a Late Payment — Step 6 when segment-wide arrears persist after Step 7. MCP JWT refresh after lockout: Resetting a Management User Password — Step 3 and Troubleshooting — refresh Bearer JWT and Mcp-Session-Id before Portfolio KPI review, Handling a Late Payment — Step 6, or Managing a Check-in — Step 6; file Using in-app support when 403 persists. Scope contrast tables: Landlord MCP and Tenant MCP.

Full pairing matrix: Automation & AI section cross-reference.

WhatsApp Genius (operator assistant)

Pair with other Automation & AI sections

WhatsApp Genius is the landlord-side AI assistant — distinct from the tenant-facing AI Tenant Support Chatbot (tenant WhatsApp/email) and from in-browser AI Chat. Pair phone linking on Users and roles with Landlord MCP permission semantics. Full pairing matrix: Automation & AI section cross-reference.

Operators message Genius from a personal WhatsApp number linked on Account Settings → Users (Phone Number on the teammate Edit card, #2311 — not on Add Team Member). Vivin treats property_manager.phone as the authorization key: the sender acts as their real team member, and tool permissions resolve from that user's role — not from a shared bot account.

Surface	Audience	How it connects
WhatsApp Genius	Landlords and staff on linked phones	Users → Edit → Phone Number + WhatsApp to the Genius line
AI Chat (`/ai-chat`)	Operators in the browser	Same account JWT; embedded Landlord MCP tools in-process
Tenant chatbot	Tenants on your support channels	ChatBot persona / IF/THEN — not Genius
Landlord MCP	External MCP clients	Management-user JWT over HTTP `/mcp`

Setup: Open Users, click Edit on the teammate, enter Phone Number in international format, and save. The helper text explains that the number links to Genius; the card then shows a Phone Number badge with the formatted digits (tooltip: Linked to the WhatsApp AI assistant (Genius)). Two users cannot share the same phone while both have it set — the API returns a conflict if the number is already linked.

Account Settings — Users Edit with Phone Number and WhatsApp Genius helper

How Genius replies behave (#2323–#2325)

Genius uses the same Landlord MCP tool catalogue as AI Chat and external MCP clients — including Finance-sourced portfolio metrics (get-finance-overview, get-revenue-summary) so money answers match Finance → Overview (#3183). Channel-specific behaviour on WhatsApp:

Topic	What operators should expect
Formatting (#2323)	Replies are shaped for WhatsApp: no markdown tables, headings, or links; single-asterisk bold; one item per line. If a model still emits a GFM table, Core converts it to readable lines before send.
Language (#2324)	The entire reply (including confirmation questions) stays in the language of the user’s latest message — no hardcoded English “Are you sure?”.
Honest tool surface (#2325)	The prompt describes the tools actually attached this turn: no tools → Genius says it cannot access account data; reads only → it states upfront it cannot make changes and points to the matching VIVIN screen; writes allowed → it names only the domains that truly have write tools. Disabled tools are declined plainly (no retry loops).
Scope	Genius stays on property-management topics for this account — it declines unrelated general-knowledge / implementation questions in one short sentence.

Tune which domains Genius can call on Account Settings → AI / MCP (account + per-user overrides ∩ role). Destructive writes still require explicit confirmation in the user’s language before a second identical tool call.

Troubleshooting: If Genius does not recognize a number, confirm the phone is saved on the correct Users card, matches the WhatsApp sender exactly (including country code), and the user account is still active. See FAQ — WhatsApp Genius does not recognize my number. If revenue figures look “wrong” vs Analytics charts, compare against Finance instead — FAQ — Genius revenue vs Analytics.

AI Tenant Support Chatbot

Pair with other Automation & AI sections

Tenant chatbot pairs with ChatBot settings, Bookings — Communication, Inbox module, and get-chatbot-rules on Tenant MCP. Collections overlap: Handling a Late Payment — Step 2 (Communication Rules vs chatbot). Full pairing matrix: Automation & AI section cross-reference.

Vivin includes an intelligent chatbot that provides automated 24/7 tenant support across multiple channels:

WhatsApp — tenants can message your support line directly; operators review the per-booking transcript on Bookings → booking detail → Communication (WhatsApp filter) when the account tenant chatbot is enabled (see Bookings module — Communication tab)
Email — automatic responses to common tenant enquiries

The Tenant Portal web app does not currently ship an in-portal chat UI; tenant-facing automated support is delivered through the channels above (and related workflows), not through a chat surface inside the portal.

Persona text and IF/THEN-style rules are edited under Account Settings → System → ChatBot — see ChatBot settings for permissions, field limits, screenshots, and save/cancel workflow. The tab route is /settings/chatbot.

Account Settings — ChatBot tab with persona text, IF/THEN rules preview, and rule count

Operators with account_settings.chatbot (see Users and roles) edit the persona block and IF/THEN rules here; tenants never see this screen — they interact through WhatsApp or email once channels are wired. Use Save after changes so new conversations pick up the updated rules.

The Status Bot subtab on the same ChatBot screen shows whether your tenant-support WhatsApp (UAZAPI) line is Connected, Disconnected, or still pairing (QR scan). Open it to reconnect a dropped session so Bookings → Communication can send again — see ChatBot settings — Status Bot for badge states, QR pairing, and Refresh QR when a code expires.

What the Chatbot Handles

The chatbot is trained to handle the most common tenant enquiries automatically:

Enquiry Type	Example Questions
Payment status	"When is my next rent due?" / "Have you received my payment?"
Contract questions	"When does my contract end?" / "What is my deposit amount?"
Maintenance requests	"My shower is leaking" / "The heating is not working"
Move-in information	"What is the building access code?" / "What time can I arrive?"
General enquiries	"How do I pay my rent?" / "Where can I see my invoices?"

Intelligent Routing & Escalation

The chatbot resolves routine questions automatically using real-time data from the tenant's booking, payments, and contract. When it encounters a complex issue it cannot resolve, it escalates to your team with full context — ensuring tenants always get an answer, and your team only handles the cases that need human attention.

For urgent issues (e.g., emergency maintenance, safety concerns), the bot applies escalation rules to immediately notify the appropriate team member rather than attempting to resolve the issue itself.

Automatic Ticket Creation

When the chatbot identifies a new issue that requires action (e.g., a maintenance request, a complaint, or a question about a topic with no existing ticket), it automatically creates a ticket in the Operations module:

The ticket includes the tenant's message, context from their booking, and any relevant history.
If an existing ticket already covers the topic, the bot responds with context from that ticket instead of creating a duplicate.

Email Integration

The chatbot integrates with your email workflow:

Automatic email drafts — when a tenant enquiry requires an email response, the bot generates a draft email pre-populated with the tenant's history and relevant context.
Conversation history — the draft includes the full communication history so your team has complete context before sending.

WhatsApp Support

The WhatsApp integration allows tenants to message your support line directly:

Tenants receive automated responses with context-aware answers.
New issues are automatically escalated with ticket creation.
The bot can handle conversations in the tenant's preferred language.
Operators with tenant chatbot enabled on the account can read matched WhatsApp and email on each booking under Bookings → booking detail → Communication — reply on WhatsApp from the management UI, apply Labels, and use Pause bot when Vivin has configured a pause label on your business line (stops automated replies for that booking until you turn it off); email is read-only (see Bookings > Communication tab, Glossary — Pause bot, and FAQ — WhatsApp and email per booking).
Global Inbox (/inbox, desktop sidebar) — portfolio-wide WhatsApp triage across every booking in one two-pane workspace; thread state, labels, and Pause bot mirror Bookings → Communication on each reservation. The Dashboard bell Inbox sub-tab deep-links into conversations from message notifications (see Inbox module and Notification triage).
Bot reasoning (audit) — when Vivin persisted reasoning with an automated Bot reply, the WhatsApp thread shows a Reasoning control under that bubble so operators can expand the internal explanation before the message was sent (not shown on tenant or human You bubbles). See Bookings — Bot reasoning and Glossary — Bot reasoning (audit).

Booking detail — Communication tab, Bot message with expanded Reasoning audit text under the reply

Important

If your WhatsApp business number is also used for supplier or contractor communications, be aware that the bot may respond to non-tenant messages. Consider using a dedicated number for tenant support to avoid this issue.

Full pairing matrix: Automation & AI section cross-reference.

Multilingual Support

The chatbot communicates in the tenant's preferred language, making it ideal for international properties and student accommodations where tenants come from diverse backgrounds.

Personalised Responses

Every response is personalised using real-time data from the tenant's record — their booking dates, payment status, contract terms, property access codes, and more. Tenants receive accurate, specific answers rather than generic information.

AI-Driven Insights

Pair with other Automation & AI sections

Predictive insights pair with Analytics module, Finance anomaly alerts, and Portfolio KPI review. Contrast operator reads on Landlord MCP get-booking-summary vs dashboard KPIs. Full pairing matrix: Automation & AI section cross-reference.

Vivin uses AI to surface actionable insights that help you make better decisions:

Predictive Analytics

Occupancy trend forecasting — predict future occupancy rates based on historical patterns, seasonal trends, and current booking velocity.
Payment risk assessment — identify tenants at risk of late payment based on payment history patterns and early warning signals.
Revenue forecasting — project future revenue based on confirmed bookings, expected renewals, and market conditions.

Smart Recommendations

Pricing suggestions — AI-powered pricing recommendations based on booking velocity, local market trends, and seasonality to help you maximise revenue.
Marketing insights — identify which channels and strategies are driving the most bookings and revenue.
Operational efficiency — highlight areas where automation could reduce manual work or where processes are creating bottlenecks.

Automated Anomaly Detection

The system continuously monitors your data and flags unusual patterns:

Payment anomalies — unexpected payment patterns, unusual overpayment or underpayment amounts
Overdue account alerts — accounts that are accumulating debt faster than normal
Maintenance spikes — sudden increases in maintenance tickets for a specific property that may indicate a systemic issue

Full pairing matrix: Automation & AI section cross-reference.

Workflow Automation

Pair with other Automation & AI sections

Workflow automation pairs with Communication Rules, Bookings contract pipeline, and Processing a New Booking. Payment overdue triggers: Notifications — Payment overdue alerts → Handling a Late Payment — Step 1. Full pairing matrix: Automation & AI section cross-reference.

Vivin automates end-to-end workflows to eliminate manual steps and ensure consistency:

Automated Booking-to-Contract Pipeline

When a booking is confirmed on any channel, Vivin can automatically:

Create the booking record with all tenant and contract details
Generate the payment schedule based on property contract settings
Generate the rental contract with smart data insertion (tenant name, unit details, dates, pricing, and custom clauses)
Send the contract for digital signature via email — tenants sign from any device
Store the signed contract in the booking record, searchable and accessible per tenant, property, or date range

This entire pipeline can run without any manual intervention.

Rule-Based Triggers

Configure automatic actions that fire based on events:

Trigger	Automated Action
Payment overdue	Send payment reminder via email and push notification — operator in-app Payments rows: Notifications — Payment overdue alerts; collections follow-up: Handling a Late Payment — Step 1
Rent due date approaching	Send upcoming payment notification to tenant
Booking confirmed	Generate contract and send for signature
Check-in approaching	Create cleaning/preparation ticket, send access codes
Check-out approaching	Send departure instructions, schedule inspection
Utility bill exceeds ceiling	Generate tenant overage charge and notification

Bulk Operations

Perform actions across your entire portfolio in one step:

Bulk pricing updates — update rates across all channels and marketplaces instantly
Bulk invoice generation — generate invoices for all active bookings in a single operation
Bulk notifications — send announcements or reminders to all tenants across properties

Full pairing matrix: Automation & AI section cross-reference.

AI Invoice Reader (Utilities)

Pair with other Automation & AI sections

Utilities AI reader pairs with Utilities → Bills, Entering Monthly Utility Bills, list-bills / create-bill on Landlord MCP, and internal cost polling on AI usage API (utility_bill_extraction feature). Escalation when extraction fails: Entering Monthly Utility Bills — Step 6. Full pairing matrix: Automation & AI section cross-reference.

The AI Invoice Reader automatically processes utility bills:

Detects and reads utility bills (water, electricity, gas, internet) from uploaded documents — SIMAR (Loures e Odivelas) water uses Cód. Local for property matching, not the meter number (#2110); see Glossary — SIMAR water contract ID
Identifies the correct property and billing period without manual input
Extracts key data — provider name, billed amount, consumption values, and billing dates

This eliminates the tedious manual process of entering utility bills one by one. Operators upload bills from Utilities > Bills (+ Add Bill and document upload); the ledger, filters, and Received state are documented on the Utilities module page.

Utilities — Bills tab with date range, property and utility filters, and Add Bill for manual or AI-assisted entry

See Utilities Module for connections, timeline, allocations, and the full AI reader workflow.

From Utilities > Bills, open Add Bill and use the Upload tab to drop PDFs (or switch to Manual when you need to correct a row). The modal shows per-file progress while extraction runs. Vivin internal accounts can also use + Create New > Tools > Upload Utility Bills for batch PDF upload from any screen (dedicated Upload Bills dialog — see Create New Menu).

Utilities — Add Bill modal, Upload PDF tab with drag-and-drop for AI extraction

Upload Bills dialog from Create New — same AI extraction, reachable without opening Utilities first

For the full monthly bill-entry workflow (including ledger review), see Entering Monthly Utility Bills and the walkthrough video on that page.

Full pairing matrix: Automation & AI section cross-reference.

Where AI Appears in the Platform

Pair with other Automation & AI sections

Platform map pairs with module hubs in the table below — start from Channel map when choosing operator vs tenant vs external surfaces. Full pairing matrix: Automation & AI section cross-reference.

Module	AI Capability
Landlord / Tenant MCP	External MCP clients calling Core-backed tools — Landlord MCP (account-scoped) and Tenant MCP (booking-scoped); distinct from in-app AI Chat
AI Assistant (`/ai-chat`)	Operator-facing AI Assistant in Tools — ask questions about occupancy, revenue, move-ins, portfolio overview (Vivin internal access only; see AI Chat module)
Sales	Overview KPIs and availability views; Multicalendar timeline (`/sales/multicalendar`); Pricing monthly rent grid (`/sales/pricing`); Channels for per-unit marketplace links — see Sales module
Finance	Payment risk detection, anomaly alerts, automated reminders
Utilities	AI invoice reading, automatic property matching, data extraction
Bookings	Automated contract generation, digital signature workflow
Operations	Automated ticket creation, smart scheduling
Tenant Portal	Tenant self-service (contract, payments where enabled, documents, requests); AI-assisted support via WhatsApp/email — not an in-portal chat UI

Full pairing matrix: Automation & AI section cross-reference.

Automation & AI section cross-reference

Use this table when one automation topic naturally leads into operator configuration, an external client surface, or a module tab — each row links to the docs you should read before or after the primary AI step.