Intelligent conversation operations
The service-charge notice, the maintenance visit, the water-shutdown announcement and the move-in checklist — to owners and tenants of four hundred units who did not choose their property manager and will judge it by whether the lift notice arrived before the lift stopped. Everything about their unit and their building is utility; the retail-partner discount is marketing.
The category decides everything else: the price, whether it reaches somebody who opted out, and the criteria it is reviewed against.
| Message | Category | What that means |
|---|---|---|
| Water shut-off in Tower B on {{date}}, {{from}}–{{to}}, for pump maintenance | Utility | A notice about the building they live in. Sent per resident as a template, it reaches every unit — a WhatsApp group reaches whoever has not muted it. |
| Maintenance request #{{id}} received / technician booked for {{slot}} / closed | Utility | About the resident's own request. The photo they send of the leak opens the window; the technician's slot the next day goes as a template. |
| Service charge for {{period}}: {{amount}}, due {{date}} — view the statement | Utility | About the owner's unit. In Dubai the amount is the one approved through Mollak; stating the period and the approval reference is what pre-empts the dispute. |
| Move-in checklist, access-card collection, parking allocation | Utility | About a tenancy that has just started. The Ejari or lease number as a variable ties the message to the contract, which matters when the unit changes hands and the old tenant's number is still saved somewhere. |
A property manager inherits four hundred phone numbers from the developer's handover file and the tenancy contracts, none of which is consent to marketing. That is fine for everything the role is actually for — notices, maintenance, charges, access — because all of it is utility and utility needs no opt-in. The trap is the "community perks" message: the gym partner's discount, the retail tenant's opening offer, the developer's next launch. Each is marketing sent to a list that never consented, which in the UAE is a TDRA matter and under the PDPL a data-protection one, and residents report it at a rate that will drop the number's quality rating within a week. Keep the number for the building; if the community wants perks, ask on the app once, and Zanii records who said yes.
Notice for {{1}}, {{2}}: {{3}} will be unavailable on {{4}} from {{5}} to {{6}} for {{7}}. We're sorry for the disruption. Reply here if you have a medical or other need we should plan around.
Category: Utility
The double braces are variables WhatsApp fills per recipient. Meta rejects a template whose numbering has gaps, and Zanii catches that before you submit it.