The communications log

The communications log under Communications → Log records every outbound message PropLink has sent. Each entry shows recipient, channel, subject, status and the time it was sent.

What is logged

• Emails — transactional and bulk.
• Letters — generated as PDFs for posting.
• SMS — when SMS becomes available.
• WhatsApp messages — when PropLink Chat becomes available.
• Push notifications — to the Facility Report mobile app.
• ResidencePort posts — when an announcement is posted to a portal.

Inbound messages (replies, email-to-ticket, ResidencePort messages) are logged on the parent ticket rather than the communications log.

What each entry shows

Filtering

The log supports:

• Date range.
• Channel.
• Status (delivered only, bounced only, failed only).
• Recipient.
• Sender.
• Linked record (all communications about a specific site or unit).
• Full-text search across subject and body.

Why it matters

For disputes and tribunal exposure, the log is the proof that:

• The Section 20 notice went out on the date you say it did.
• The arrears reminders were sent before the formal demand.
• The annual building safety announcement reached every resident.
• The leaseholder received their year-end pack within the statutory deadline.

The log is read-only. Nothing in it can be edited or deleted by any user.

Bounce and failure handling

Emails that bounce or fail are flagged in the log. Bounce reasons:

• Hard bounce — the address is wrong or the mailbox no longer exists. The contact's email is flagged for review.
• Soft bounce — temporary delivery failure. PropLink retries.
• Spam filtered — the recipient's mail server marked it as spam. You can ask the recipient to whitelist your domain.

For statutory notices, hard bounces require follow-up. PropLink raises a ticket so the issue is not missed.

Exporting

The log exports to CSV. For periodic compliance reporting, set up a scheduled export under Reporting → Schedule.