Product Vision

Status: Accepted Owner: @bilal Last Updated: 2026-02-15

What is Envo?

Envo is a 24/7 automated tenant-support and property-operations system for landlords and HMO operators. At its core is the Tenant Engine — AI-powered multi-channel intake that receives tenant communications at any hour, understands and responds, auto-creates issues, and notifies landlords.

Channel	Technology	Capability
WhatsApp	Twilio	Text, images, videos, documents
AI Landline	VAPI / Retell	Voice calls, transcription, auto-response
Web Chat	Direct API	Real-time browser-based chat
Email	SendGrid (future)	Automated email handling

graph LR
    subgraph Tenants
        T1[Tenant] & T2[Tenant] & T3[Tenant]
    end
    subgraph Envo["Envo Platform"]
        Intake[Issue Intake] --> Dashboard
        Dashboard -->|Assign work| Automation
    end
    subgraph Providers
        V1[Plumber] & V2[Electrician] & V3[Cleaner]
    end
    T1 & T2 & T3 -->|Report issues| Intake
    Automation -->|Dispatch| V1 & V2 & V3

The Problem

Pain Point	Impact
Missed maintenance requests	Tenant dissatisfaction, property damage
Manual coordination	Hours on phone/email with vendors
No visibility	”Where is this issue in the process?”
Scale limitations	Can’t grow portfolio without adding staff
Out-of-hours issues	Emergencies with no one to respond

The Solution

1. Multi-channel issue intake — Tenants report via their preferred channel
2. Intelligent automation — Auto-categorise by type and urgency, recommend vendors
3. Landlord dashboard — Real-time view of all issues, one-click vendor assignment
4. Vendor management — No login required, accept jobs via secure link

Target Users

User	Primary Goals
Landlord / Property Manager	Resolve issues quickly, minimise costs
Tenant	Report issues easily, get updates
Vendor	Get job details, confirm completion

Scale Target

3,000+ properties managed through the platform

Product Principles

1. Tenant-first — Issues reportable in under 60 seconds via any channel
2. Landlord control — Full visibility, automation handles the routine
3. Vendor simplicity — No accounts, no apps — just click a link
4. Zero dropped issues — Every issue tracked from report to resolution
5. 24/7 operation — The system works while you sleep

Success Metrics

Metric	Target
Time to first response	< 5 minutes
Vendor assignment rate (within 24h)	> 90%
Resolution time (non-emergency)	< 72 hours
Tenant satisfaction	> 4.0 / 5.0
System uptime	> 99.5%

What Envo is NOT

• Not a property listing platform
• Not a rent collection system
• Not a tenant screening tool
• Not a full property management ERP — focused on operations

Roadmap

Phase 1: Foundation (current)

• Database schema, properties & tenants CRUD
• Tenant Engine (WhatsApp, Voice, Chat)
• Issue lifecycle with AI orchestration
• Dashboard with stats, compliance alerts
• First deployment

Phase 2: Compliance & Polish

• Reporting (issues, compliance)
• Team management
• WhatsApp media ingestion
• Evaluation framework

Phase 3: Intelligence & Scale

• Hybrid retrieval (vector + keyword)
• Advanced analytics
• Payments integration

Deferred (V2+)

• Vendor management portal
• Appointment scheduling
• Financial tracking
• White-labelling

See also: Tech Stack, System Design, Glossary