Why do resident portal questions take so many calls?
Property management software gives residents a lot of self-service: rent payments, autopay, maintenance requests, lease documents, renters insurance uploads and messages to the office. Each of those features is also a reason to call the office when the resident cannot find it on their phone. The leasing agent knows the desktop version of the portal, while the resident is in a phone app with a different menu, and the call becomes a back-and-forth about icons neither person can see. Smart locks and building access apps add another layer, with email invitations, Bluetooth permissions and phone settings that vary by device. GuidedView lets property management staff see the resident's real screen during the call. The resident approves sharing on their own phone or computer, pauses before entering bank details or showing door codes, and does every tap while staff explain where to go.
What can staff guide for applicants, residents and owners?
| Caller | Task | What staff watch for |
|---|---|---|
| Applicant | Online rental application and document uploads | Missing required fields, the right pay stubs in the right slot, the application fee screen |
| New resident | Lease e-signing | Every page that needs a signature or initials, and the final confirmation |
| New resident | Portal activation, autopay and renters insurance proof | The activation email, the payment method screen, the insurance upload |
| Resident | Maintenance request | Category, description, photo attachments and the permission-to-enter choice |
| Resident | Smart lock or building access app | Accepting the invitation, Bluetooth and location permissions, the unlock screen |
| Owner | Owner portal | Monthly statements, year-end documents and where distributions are sent |
Because the resident shares their own screen, staff can see any portal or app on it, including the smart lock maker's app or the renters insurance company's website, not just your own software.
How do you run a move-in setup call?
A short setup call before keys change hands heads off many first-week questions. A typical sequence:
- Activate the portal
Send the GuidedView invitation, then have the resident open the portal welcome email and create their login. They pause while choosing a password.
- Set up autopay
Walk them to the payment settings. They pause before typing bank routing and account numbers or card details, then resume so you can confirm the schedule and amount.
- Upload renters insurance
If your community requires proof, watch them attach the declarations page so it lands in the right place.
- Install the access app
Have them install the smart lock or building access app, accept the invitation sent to their email, and allow the permissions it asks for. You can see when a permission was denied by mistake.
- Practice a maintenance request
Show them where requests live and how to attach photos, so the first real request comes in complete.
- End the session
End it when you are done, or the resident can stop at any time. Each invitation works once, so there is no lingering access.
What should residents keep private while sharing?
- Bank and card details for rent, deposits and autopay.
- Social Security numbers and income details on rental applications.
- Door and gate codes shown in an access app, since an entry code on screen works like a physical key.
- Passwords and verification codes for the portal and the access app.
- Signatures, if the resident would rather sign unobserved.
While sharing is paused, staff cannot see the screen, and only the resident can resume. GuidedView never records, so a door code shown by accident is not saved by GuidedView. It has still been seen, though, so pausing first is the habit to teach.
Can GuidedView help with maintenance troubleshooting?
For anything with an app, yes: a smart thermostat schedule, a leak sensor alert, a garage or gate opener app, or the Wi-Fi setup for building internet. The maintenance coordinator watches the app while the resident describes what they see in the unit.
For physical problems, GuidedView is built for screens rather than inspections. Keep using photo attachments on maintenance requests, or your existing video tools, for leaks, damage and appliance issues.
What does a leasing office need to get started?
Only a browser. Staff watch from a computer at the leasing desk or a phone in the field, with nothing to install and no integration with your property management software. Residents and owners use the free GuidedView app on iPhone or Android, or a supported desktop browser on a computer, and never create an account.
Each GuidedView account is $29.99 a month, billed monthly. Only the person who sent an invitation can view that session, so plan an account for each staff member who will guide residents. Review pricing, read about guiding a customer through app setup, or sign up and test it on your own phone.
Questions
Does GuidedView integrate with our property management software?
No. GuidedView does not connect to resident portals, accounting or work order systems. It shows the resident's screen, whichever portal or app is on it, while you stay on the phone. Notes and work orders go into your own system the usual way.
Can a maintenance tech use it from a job site?
Yes. Sessions can be watched in a browser on a phone, so a technician can text an invitation to a resident and see the resident's thermostat or access app from the field. The technician needs their own GuidedView account to send invitations.
Can staff see a resident's other apps or messages?
Only what is on the screen while sharing is on. Ask residents to open the right app before sharing and to pause before switching to email, texts or banking. On a computer, they can choose to share a single window instead of the entire screen.
Do residents have to download anything?
Residents on iPhone or Android install the free GuidedView app the first time. Residents on a computer use a supported desktop browser with no download. No one but your staff needs an account.
Is the session recorded for our files?
No. GuidedView sessions are live only, and GuidedView does not record or store screen video. If you need documentation of a lease signing or payment setup, rely on the records your e-signature and payment tools keep.
Can owners use it to review statements on a computer?
Yes. An owner on a laptop opens the invitation in a supported desktop browser, picks the screen or window to share, and you walk them through statements or year-end documents in the owner portal. They pause before signing in or changing bank details.