Communications and escalation

Inbox, renter messages, talking to your partner or platform support, and escalating.

Inbox brings together renter messages, website chats and requests. Messages has the full renter conversations.

Renters message you from their portal. Reply from Messages.
You → your contact: if a Storage Reservations partner or agency signed you up, they're your first contact. Otherwise it's platform support. Open Help → Tickets (or the internal inbox) to start a conversation.
Escalate: if a conversation isn't getting resolved, press Escalate and give a reason. It moves up one level (partner → their agency → Storage Reservations) and the SLA clock restarts.

Renters can escalate a conversation with you to Storage Reservations. You'll see an internal note when they do.
Internal notes are never shown to renters.
Emails and texts to renters may be switched off platform-wide; messages are still delivered in the renter portal.