Overview

Use the Technician Portal to share appointment details with a technician, provide building access, communicate during the visit, and track when the work is complete.

The Technician Portal is a secure, mobile-friendly website. Technicians open it from a text message, so they do not need to download an app or create a separate account.

Through the portal, a technician can:

• View assigned appointments
• Review the maintenance issue, unit, and resident information
• Get directions to the property
• Access the building with a visitor pass
• Call or message the property manager
• Mark an appointment as resolved

Audience: Property managers and building staff
Time required to schedule an appointment: ~1 minute

Schedule an appointment

1. Open the maintenance request

Sign in to your ButterflyMX OS dashboard and go to:

Maintenance → Requests

Select the request you want to schedule.

2. Assign a technician

Open the Assigned menu. If no technician has been assigned, the menu displays Unassigned.

Select the appropriate technician, then click Assign.

After you assign the technician:

• The request moves from Submitted to In Review.
• Technicians whose skills match the reported issue appear near the top of the list with a Match badge.

Important: You must assign a technician before you can schedule an appointment.

3. Select Schedule Appointment

In the Appointments section of the request, click Schedule Appointment.

The button becomes available after a technician has been assigned.

4. Enter the appointment details

Complete the following fields:

• Date: The date of the maintenance visit
• Start time: When the appointment begins
• Duration: How long the visit is expected to take; the default is 1 hour and 30 minutes
• Note: Optional information that may help the technician prepare

You can also configure notifications and access:

• Leave Notify both parties selected to text the technician and send a message to the resident.

• Leave Create a visitor pass selected to provide the technician with building access.

  

5. Schedule the appointment

Click Schedule.

The appointment now appears as Scheduled.

The technician immediately receives:

1. A text message with the appointment details
2. A text message with the visitor pass PIN

Both messages include a link to the Technician Portal. The resident also receives an appointment message.

What the technician sees

1. Open the appointment

The technician taps the Ticket Details link in the text message.

2. The first time they use the portal, they are asked to:

1. Enter their phone number

2. Enter the verification code sent by text

   

After the first sign-in, the technician remains signed in. Future appointment links open directly in the portal.

3. Review the schedule

The portal organizes the technician’s appointments into sections such as:

• Up next
• Later today

• This week

  

The schedule updates automatically.

For privacy, technicians can see only their own appointments. They cannot see your internal notes or conversations with the resident.

4. Review the appointment details

When the technician opens an appointment, they can see:

• Appointment date and time
• Building name and address
• Directions to the property
• Unit information
• Resident information
• A description of the issue
• Photos attached to the request

Urgent appointments are marked Emergency.

5. Access the building

When a visitor pass was created during scheduling, the technician can find the access credentials under Access details.

The technician can either:

• Use the displayed visitor pass PIN
• Tap Show QR code and scan the QR code at the entrance

At a compatible ButterflyMX intercom, the technician selects Visitor Pass, then enters the PIN or scans the QR code.

The visitor pass is available for the appointment window.

6. Contact the property manager

The appointment includes a Property manager section with Call and Message options.

The technician can use the appointment chat to:

• Send a message
• Add an update about the visit
• Attach a photo

Your replies appear in the same conversation.

For urgent messages: The portal does not currently send the technician a separate alert when you reply. The technician will see your message the next time they open the portal. Call the technician when an immediate response is required.

7. Mark the appointment as resolved

After completing the work, the technician taps Mark resolved and confirms the action.

The appointment then:

• Changes to Resolved
• Moves into the technician’s appointment history
• Displays an Undo option in case it was resolved accidentally

Important: Marking an appointment as Resolved does not close the maintenance request. It only tells you that the technician has completed the work.

Close the maintenance request

After confirming that the work is complete, return to the request in your ButterflyMX OS dashboard and close it.

Closing the request is what sends the resident their completion confirmation.

Edit or cancel an appointment

To change an existing appointment:

1. Open the maintenance request.
2. Find the appointment in the Appointments section.
3. Select Edit or Cancel.

When you cancel an appointment, the technician and resident are notified automatically.

Frequently asked questions

Does the technician need to download an app?

No. The Technician Portal is a website that opens from the technician’s text message.

Does the technician need to create an account?

No. The technician verifies their phone number with a texted code the first time they open the portal.

Does resolving an appointment close the maintenance request?

No. The technician’s Resolved status indicates that the work is complete. You must still close the request in ButterflyMX OS.

Will my technician get an alert when I send a message?

Not yet. Your message shows up in your technician's chat, but the portal doesn't send them a separate alert. They'll see it the next time they open the portal from a text link. For anything urgent, give them a call.

How does the technician enter the building?

When Create a visitor pass is selected during scheduling, the technician receives a PIN and QR code. They can use either credential at the building entrance during the appointment window.

Can I change or cancel an appointment?

Yes. Open the appointment from the request’s Appointments section and select Edit or Cancel.