July 2026: Tenant Engagement - NEW Conversations mode

New feature summary

Kinexio Conversations introduces a faster, more natural way for property teams and tenants to communicate through the Kinexio app.

Instead of treating every exchange like a formal email, Conversations presents messages in a familiar chat-style format. Users can follow discussions as they happen, see when someone is typing, understand who each message has come from and keep the complete communication history in one place.

It is designed for the day-to-day questions, updates and coordination that are often too immediate for email but still need to remain visible, controlled and traceable within the Kinexio platform.

What it is and why it matters

Kinexio Conversations is a chat-style communication mode within Kinexio Mail.

It uses the same underlying inbox and message-thread structure as Kinexio Mail, but presents the contents of a thread as a modern conversation rather than a traditional message chain.

The inbox itself remains familiar. Users can continue to see and open their existing threads in the same place. When Conversations mode is enabled, opening a thread displays a chat-style view with message bubbles and live interaction features.

A more immediate way to communicate

Many conversations between property teams and tenants are short, time-sensitive and collaborative. Examples include:

Confirming access arrangements.
Checking whether a delivery has arrived.
Asking a quick operational question.
Coordinating activity at a store or unit.
Sharing a change to an event or appointment.
Requesting clarification about an earlier message.
Providing a live update while an issue is being investigated.

These exchanges can feel slow or fragmented when managed as a series of formal emails. Users may also move to external messaging services because they feel more immediate.

Kinexio Conversations provides that more responsive experience within Kinexio, where the communication remains connected to the relevant users, stores and property environment.

Chat-style message presentation

Messages appear as a flowing conversation rather than a sequence of email-style panels.

The chat-style view makes it easier to:

Distinguish between participants.
Follow the order of replies.
Scan a conversation quickly.
Understand which messages were sent by you and which came from somebody else.
Continue a discussion without repeatedly creating new formal messages.

The design is intended to feel familiar to users of modern messaging applications while remaining suitable for professional property communication.

Real-time message updates

New replies can appear within the conversation as they are received.

This reduces the need to refresh the thread or leave and reopen it to check for new activity. It makes Conversations more suitable for active coordination, where several messages may be exchanged over a short period.

Real-time updates help both sides remain aligned during fast-moving situations.

For example, a property manager and store team can use one conversation to coordinate access while a contractor is already on site. As each participant provides an update, the other users can see the latest information without repeatedly reloading the conversation.

Typing indicators

Conversations can show when another participant is preparing a reply. A typing indicator gives users confidence that their message has been seen and that a response is in progress. It can also prevent participants from sending several follow-up messages while someone else is already replying.

Clearer sender and store information

Messages display the sender’s store information alongside their identity where it is available.

This is particularly useful for centre and portfolio teams communicating with many retailers or occupiers. A sender’s name alone may not make it clear which store or location the discussion concerns.

Including the store helps users understand the context quickly and reduces the risk of responding about the wrong tenant or property.

When to use this

Kinexio Conversations is most useful for two-way communication that benefits from a quick, informal and ongoing exchange.

Quick operational questions

Use Conversations when a tenant or property team needs a straightforward answer without starting a formal process. For example:

“Which entrance should the delivery driver use?”
“Has the loading bay booking been confirmed?”
“What time will the contractor arrive?”
“Is the service corridor open this afternoon?”
“Who should we contact when we arrive?”

Live coordination

Conversations is well suited to situations where participants need to exchange updates as an activity happens. Examples include:

Coordinating access for a contractor.
Confirming that a store representative is available.
Advising that a delivery has arrived.
Sharing changes to meeting or event arrangements.
Providing updates during planned works.
Confirming that an area is ready for inspection.

Clarifying an existing request

A formal request may need further information before it can be handled.

Conversations can be used to ask follow-up questions, clarify details and confirm the required outcome. For example:

Asking for a photograph of the affected area.
Confirming which unit is involved.
Checking the preferred access time.
Asking whether an issue is still occurring.
Confirming who should receive the next update.

Where the request is being managed through a ticket, task, incident or work order, keep the formal record in the relevant module.

Communication across busy properties

Centre teams often communicate with many stores, occupiers or operational contacts.

The sender’s store information helps users understand which business a message concerns, making Conversations useful for large locations where names alone may be ambiguous.

Handover between colleagues

Use the conversation history when responsibility passes from one colleague to another. The new owner can review:

The original subject.
Earlier questions and answers.
Dates of previous activity.
What has already been promised.
What action remains outstanding.

This reduces the need for the tenant to repeat information.

How it works (high-level)

Opening Conversations

Users access Conversations through the configured Kinexio Mail area in the app.

The inbox list continues to show the user’s available message threads.

The organisation controls whether the app displays threads using the standard inbox-style view or the Conversations view. This is configured for the app rather than selected separately by each user or for each individual thread.

Selecting a thread

A user selects a thread from the inbox.

When Conversations mode is enabled, the thread opens in the chat-style layout.

The underlying communication record remains the same. The difference is how the messages are presented and updated on screen.

Understanding the message layout

Messages are shown as conversation bubbles.

Messages sent by the current user are visually separated from messages sent by other participants. This makes it easier to scan the exchange and understand who said what. The thread can also show:

The sender’s identity.
The associated store where available.
The date and time of messages.
Existing viewed or read information where available.
Attachments supported by the underlying Kinexio Mail service.
Clickable web links.

Sending a reply

The user enters a message using the reply field at the bottom of the conversation.

The existing Kinexio Mail input process is used, which means Conversations remains connected to the same messaging and thread structure as the wider Mail experience.

After the message is sent, it is added to the conversation.

Receiving replies in real time

When another participant sends a message, the reply can be added to the open conversation automatically.

The thread does not need to be fully reloaded each time a response arrives.

This gives users a more immediate view of the discussion.

Seeing when somebody is typing

When another participant begins composing a reply, a typing indicator can appear in the conversation.

The indicator is temporary and disappears when the participant sends the message or stops typing.

Following new activity in a longer conversation

When new messages arrive, the conversation manages the user’s position within the thread.

Where appropriate, users are taken towards the latest activity or shown that new messages are available. This helps prevent fresh replies from being missed while someone is reviewing earlier content.

Opening shared links

A supported web address included in a message is displayed as a clickable link. Selecting it opens the destination using the device’s normal browser behaviour.

Identifying the relevant store

Where a participant is associated with a store, that information is shown with their message.

Property teams should use this context to confirm that they are responding about the correct business or location.

Notifications

Users may receive notifications about new communication according to the app and device notification settings available to them.

The exact notification behaviour can depend on the organisation’s Kinexio configuration and the permissions applied to the user.

Users should open the full conversation before taking important action, as the notification may only provide part of the context.

Access and permissions

Only authorised users can access the relevant Kinexio Mail and Conversations content.

The available threads and participants depend on the permissions, roles and property relationships configured within Kinexio. Users should not assume that every app user can view every conversation.

Conversations and inbox mode

Conversations does not remove the underlying Kinexio Mail inbox.

The inbox list remains the main place for finding and selecting threads. Conversations changes the experience after a thread has been opened.

This means users retain the familiar organisation of their inbox while benefiting from a more modern, live message view.

Best practice tips

Start with a clear subject

Even though the thread is displayed as a conversation, a useful subject still helps users identify it in the inbox. A good subject should explain the purpose and, where relevant, the location. Examples:

“Contractor access for Unit 18 – 16 July”
“Delivery entrance confirmation”
“Weekend event setup”
“Follow-up on loading bay booking”
“Air-conditioning update – Store 42”

Avoid subjects such as “Question”, “Help”, “Urgent”, “Hello”, “Please reply”.

Keep one topic in each conversation

Use each thread for one main subject.

When a different issue arises, begin a new conversation. Mixing several unrelated topics makes the history harder to follow and increases the chance that an action will be missed.

Give enough context in the first message

The opening message should help the recipient understand the situation without needing to ask several basic questions. Include:

The relevant store, unit or location.
What has happened or what is required.
Any important date or time.
The action you need from the recipient.
Supporting information that will help them respond.

For example:

> A contractor is attending Unit 18 at 10:00 on Thursday to inspect the shutter. Please confirm which service entrance they should use and whether security needs advance notice.

This is clearer than:

> Where should our contractor go?

Use short messages, but remain clear

Conversations works well for brief exchanges, but messages should still be complete enough to understand.

Avoid splitting one thought across many single-line messages where one concise paragraph would be clearer.

Check the sender’s store

Before replying, check the store shown with the sender’s details. This is particularly important where:

The same contact supports several stores.
Several contacts have similar names.
The property contains multiple branches of one brand.
The management team supports more than one location.

Make ownership explicit

When an action is required, state who will take responsibility.

For example:

> The facilities team will inspect the area this afternoon. We will update this conversation before 17:00.

This is better than:

> We will look into it.