Communications
Experience / Communications — Scheduled tab
The Communications module lets your property team send push notifications and emails directly to tenants from HqO Admin. Reach users with building updates, event promotions, or newsletter-style announcements — all with audience targeting, scheduled delivery, and per-message analytics.
Overview
Navigate to HqO Admin → Experience → Communications. The page has three tabs and a persistent Schedule communication button in the top-right corner.
| Tab | What it shows |
|---|---|
| Scheduled | Communications queued to send at a future date and time |
| Sent | All delivered communications, including failed sends |
| Draft | Saved drafts not yet scheduled or sent |
A ⚙ Settings icon next to the page heading opens email sender configuration. See Settings below.
Communication list and filters
Each tab displays a searchable, sortable table. Common columns across all tabs:
| Column | Description |
|---|---|
| Title | The communication title (clickable to open details) |
| Date & time | Scheduled send time; drafts show — |
| Type | Channel badges: Email, Push, or both |
| Audience | The saved audience segment this communication targets |
| Author | The HqO Admin user who created it |
The Sent tab adds a Status column with two possible values:
| Status | Meaning |
|---|---|
| ● Sent | Successfully delivered |
| ● Failed | Delivery failed (e.g., domain or configuration error) |
Filters and search
All tabs support:
- Search by title — full-text search across communication titles
- Date filter — narrow by a specific date or date range
- Type filter — filter by Email, Push notification, or Email + Push
The Sent tab adds a Status filter to isolate sent vs. failed messages.
Click the pin filters icon (funnel) next to the search bar to save your current filter configuration.
Row actions (⋮ menu)
Each row has a three-dot ⋮ menu with context-specific actions:
| Tab | Available actions |
|---|---|
| Scheduled | Duplicate, Delete |
| Sent | Duplicate |
| Draft | Duplicate, Delete |
Clicking a communication title opens its detail view with Analytics, Details, Schedule, Target, and Preview sections.
Creating a communication
Click Schedule communication to open the four-step compose flow. You can save your progress at any time using Save as draft in the top-right corner.
The compose flow has four steps, accessible via the left-side navigation: Details → Schedule → Target → Preview.
Use the ← and → arrows at the bottom of the page to move between steps.
Step 1 — Details
Communication type — Choose one or both channels:
| Option | Description |
|---|---|
| Delivered to the email address on each user's account | |
| ☐ Push notification | Delivered as a device alert; requires push permissions on the tenant's phone |
You may select either channel or both. Selecting both creates an Email + Push communication.
Email fields
When Email is checked, an Email content section appears with the following fields:
| Field | Required | Notes |
|---|---|---|
| Display name | ✓ | Sender name shown in the recipient's inbox (e.g., "HqO Park") |
| Send from | ✓ | Dropdown of configured sender email addresses (e.g., info@info.hqo.co). To add or update addresses, visit Communications Settings |
| Set 'reply to' to email address | — | Toggle; when on, replies go to a different address than the sender |
| Email subject | ✓ | Appears as the email subject line in the recipient's inbox |
| Email editor mode | ✓ | Choose Basic text for styled plain text, or Custom builder for a visual drag-and-drop newsletter editor |
| Email title | ✓ | Headline displayed at the top of the email body |
| Email body | ✓ | Rich text editor; supports headings (H1–H4), bold, italic, underline, lists, and links |
Tip: The email subject line is also used as the communication title in the list views.
Push notification fields
When Push notification is checked, a Push notification content section appears:
| Field | Required | Limit | Notes |
|---|---|---|---|
| Push notification title | ✓ | 35 characters | Appears as the notification headline on the device |
| Push notification body | ✓ | 110 characters | Appears as the notification preview text |
Character counts display in real time next to each field (e.g., 0/35).
Note: Push notifications are only received by users who have enabled notifications for the HqO app on their device. For guaranteed delivery, pair push with email.
Step 2 — Schedule
Date & time — Set when to deliver the communication.
| Option | Description |
|---|---|
| Send now | Delivery begins immediately; may take several minutes for large audiences |
| Schedule communication | Enter a specific Send on date (MM/DD/YYYY) and At time (HH:MM, with your local timezone shown) |
Step 3 — Target
Audience — Select who receives this communication from the dropdown. Audience segments are pre-configured lists of users (e.g., Cobblestone Collaborative - All Users, or tenant-specific groups).
When both Email and Push notification are selected, a Same audience for email and push communications toggle appears. Disable it to set different audience segments per channel.
Step 4 — Preview
Review how the communication will appear before sending.
| Section | Shows |
|---|---|
| Email preview | Rendered email with sender name, body content, footer, and Unsubscribe link |
| Push notification preview | Device-style notification card with title and body text |
Click Send test communication to send a test message to your own email or device and verify formatting before the scheduled send time.
When ready, click Schedule (top-right) to confirm the send. The communication moves to the Scheduled tab and will dispatch at the configured time.
Performance and analytics
Clicking any sent communication title opens a detail view. The Analytics tab is selected by default.
Email analytics
Toggle between Email and Push notification at the top of the analytics panel.
Summary row:
| Metric | Description |
|---|---|
| Total sent | Number of send attempts |
| Delivered | Successfully delivered to inboxes (green dot) |
| Bounced | Failed deliveries — hard or soft bounces (orange dot) |
Rate cards:
| Metric | How it's calculated |
|---|---|
| Bounce rate | Bounced ÷ Total sent |
| Open rate | Unique opens ÷ Delivered |
| Click rate | Unique clicks ÷ Delivered |
Analytics refresh automatically. The timestamp next to the heading shows when data was last updated.
Push notification analytics
The Push notification tab shows reach and engagement metrics equivalent to the email panel.
Recipient list
Below the rate cards, a Recipient list table shows individual delivery status per user:
| Column | Description |
|---|---|
| Name | Recipient's display name |
| Building | Building the recipient belongs to |
| Tenant | Tenant company of the recipient |
| Status | Delivery status (e.g., Opened, Delivered, Bounced) |
Click the download icon (↓) in the top-right of the Recipient list to export the data as a CSV file.
Settings
Click the ⚙ gear icon next to the Communications heading to open the Settings page at Communications → Settings.
Send from email configuration
Manage the email addresses available in the Send from dropdown when composing an email.
| Field | Description |
|---|---|
| Email address (listed) | Existing configured sender addresses — click the trash icon to remove |
| Username | Local part of the new email address (before the @) |
| Domain | Select a verified domain from the dropdown (e.g., info.hqo.co, texplatform.com) |
| Add email address | Saves and adds the new address to the available list |
Only domains that have been verified and configured on your HqO account appear in the domain dropdown. Contact your HqO account team to add a new domain.
Reply to email configuration
Set a dedicated reply-to address so tenant replies route to a specific inbox.
| Field | Description |
|---|---|
| Email address (listed) | Current configured reply-to address — click the trash icon to remove |
| Email address (input) | Enter a new reply-to address |
| Add email address | Saves the new address |
FAQ
Can I send the same communication to multiple buildings? Yes, if your account has portfolio view enabled. Switch to Portfolio view (toggle in the top header) and select an audience that spans multiple buildings.
How do I cancel a scheduled communication before it sends? Open the Scheduled tab, click the ⋮ menu on the communication, and select Delete. Deleting a scheduled communication prevents it from sending.
Why didn't all tenants receive my push notification? Push notifications require users to grant notification permissions to the HqO app on their device. Users who have disabled notifications will not receive them. Send an email alongside push to maximize reach.
Can I edit a communication after scheduling it? Yes. Click the communication title in the Scheduled tab to open the detail view and edit its content, schedule, or audience before the send time.
Can I reuse a previous communication? Yes. Click the ⋮ menu on any communication in any tab and select Duplicate. The duplicate opens in the compose flow as a new draft, pre-filled with the original content.
What does "Failed" mean in the Sent tab? The communication was attempted but could not be delivered — usually due to a sender domain configuration issue or an invalid recipient address. Contact your HqO account team if this happens unexpectedly.
Can I test an email before sending? Yes. In the Preview step, click Send test communication to send the message to yourself before the scheduled send time.
Need help?
Contact your HqO account team or email appsupport@hqo.co.