liveagent inspection app v4 - · pdf fileliveagent inspection app v4 . 1300 131 311...

LiveAgent Inspection

App V4

1300 131 311 console.com.au | 0508 641 199 console.co.nz Page 1 of 50

Table of Contents

System Requirements ...................................................................................................................... 2

GatewayLive Server Requirements ............................................................................................. 2

LiveAgent System Requirements ................................................................................................ 2

Installation ......................................................................................................................................... 3

Gateway Connect (for new LiveAgent installs only) .................................................................... 3

Installing LiveAgent on your Device............................................................................................. 3

GatewayLive Configuration.......................................................................................................... 6

Getting Started .................................................................................................................................. 7

Logging in .................................................................................................................................... 7

Navigating LiveAgent ....................................................................................................................... 9

The Home Screen ........................................................................................................................ 9

The Timeline .............................................................................................................................. 10

LiveAgent Settings ..................................................................................................................... 13

Using Mobile Data...................................................................................................................... 14

The Map ..................................................................................................................................... 15

The Property Screen .................................................................................................................. 17

The Room List Screen ............................................................................................................... 19

The Room Screen ...................................................................................................................... 21

Today’s Inspections........................................................................................................................ 23

Unlocking Inspections ................................................................................................................ 23

Routine (Periodic) Inspections ...................................................................................................... 25

Entry & Exit Inspections ................................................................................................................. 33

The Inspection Camera................................................................................................................... 42

Condition Photos........................................................................................................................ 42

Property / Room Photos (ID Photos) ......................................................................................... 43

Maintenance .................................................................................................................................... 44

Sending Inspections and the Outbox ........................................................................................... 47


The Archive...................................................................................................................................... 48

Custom Condition Reports ............................................................................................................ 49

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System Requirements

GatewayLive Server Requirements Minimum

Recommended

CPU

Intel Core i5 or equivalent

Intel XEON or faster

Hard Disk

1GB free plus additional space for

database(s)

More than 2GB free plus additional

space for database(s)

RAM

4GB

8GB or more (equal size of database)

Network

Wired 100Mbit

Wired 1Gbit or faster

Internet

ADSL2 + or faster with minimum

1Mbit upload speeds

Dedicated Ethernet or Fibre service with

5Mbit upload speeds

Operating

System (32bit

and 64bit)

Windows 7

Windows Server 2008 R2 SP2

Windows 8

Windows Server 2012

SQL Server1

SQL Server Express 2008 R2 SP3

SQL Server Express 2014 with

Filestream enabled

(1) We recommend that Filestream is enabled and the Filestream Conversion Wizard run on your GatewayLive SQL Database

to ensure that you do not run into database size issues when using LiveAgent. Please refer to page 3 for more information.

LiveAgent System Requirements Minimum

Devices2

Apple iPhone 5 or later

Apple iPod Touch 5 or later

Apple iPad 2 or later


iOS

8.1 to 9.0

Network

WiFi, 3G or 4G

Misc.

Apple iTunes account synced with device

Latest version of GatewayLive and Gateway Connect

(2) Android devices are not supported at this time.

In stallation

Before you begin:

Check your GatewayLive is on version 7.29 or later.

Ensure you have enabled Filestream on your GatewayLive SQL Server and run the

Filestream Conversion Wizard in GatewayLive.

Perform a backup of your GatewayLive database before proceeding with the steps below.

Gateway Connect

Gateway Connect is a utility that links your GatewayLive database to other add-on

applications/services such as the LiveAgent Inspections App and the OnlineAgent Owner/Tenant Portal. In order to synchronise inspections between LiveAgent and GatewayLive, you must first install Gateway Connect on your GatewayLive database server.

IMPORTANT: You do not need to do this if you are currently using an older version of

LiveAgent and already have Gateway Connect installed on the database server. If Gateway

Connect is installed on a workstation that is not the database server, please uninstall and

reinstall it using the guide below.

The How to Install and Configure Gateway Connect guide in MyConsole contains step-by-step

instructions on installing Gateway Connect on your database server.

After installation is complete, please allow up to 5 minutes for the data to be synced to LiveAgent for

the first time before you start using the app.

Filestream Conversion Wizard

As LiveAgent allows you to take and store high-quality inspection photos in your GatewayLive database, if you have not already run the Filestream Conversion Wizard then you run the risk of

quickly filling up your GatewayLive database.

The Filestream Conversion Wizard re-organises the way your file and image data is stored in your database by using a feature in Microsoft SQL Server called Filestream. When Filestream is enabled and the Filestream Conversion Wizard has been run, GatewayLive will keep files and images separately to your other data, reducing the overall size of your database and removing the need for a separate file management system.

http://my.console.com.au/myConsole/Support/KnowledgeBase/tabid/979/Default.aspx?kb=1046





















To check if your database has Filestream enabled

1. Login to GatewayLive and the database you intend to use with LiveAgent

2. Click File and select Database Properties

3. Note the database “Size” and “Filestream Size” as shown below:

If the Filestream size is reported as “Not Enabled” and the database size is 8,000MB or

higher, you will need to reorganise your database and files to free up additional space.

Please refer to the Filestream Conversion Wizard guide for instructions on enabling

Filestream and converting your database using the Filestream Conversion Wizard in

GatewayLive.

If the Filestream Size is reported as a number (as shown below), this means you have

Filestream enabled and can proceed with the next steps.

http://portplus.com.au/storage/3802/content/3802_280815095650_845.pdf











Insta lling LiveAgent on your Device

In order to install LiveAgent on your device you will need an Apple ID. This will allow you to download

apps, including LiveAgent, from the App Store. Even though the LiveAgent app is free, you will be

required to include payment details when setting up your Apple ID. This is a standard Apple ID

requirement.

Please refer to http://www.apple.com/support/ for instructions on how to create your Apple ID

and download apps from iTunes. On your iPhone, iPod Touch or iPad

1. Ensure you have access to the internet using Wi-Fi or mobile data

2. Tap the App Store icon on the device

3. Type “Console LiveAgent” into the search field.

NOTE: You may see two applications: “Console LiveAgent” and “LiveAgent Inspections” in the app store. The former is the one you need to download. The latter is an older version of the app and should only be installed if your office has not yet upgraded to GatewayLive version 7.29.

4. Tap on the Console LiveAgent app

5. Tap on the GET button. The button will change to say INSTALL.

6. Tap the INSTALL button.

7. Enter your Apple ID and password.

The app will download and install on your device. A progress bar will indicate when the app is

downloaded and ready for use.

NOTE: You will need to disable “24-Hour Time” on your device under Settings, General, Date &

Time as shown in the screenshot below:

http://www.apple.com/support/













Gat ewayLive Configuration

In GatewayLive you will need to enable “LiveAgent V4” mode so that your database can synchronise

with the new LiveAgent app.

WARNING: If you are upgrading from a previous version of LiveAgent, please ensure that all users have completed and synced inspections on all devices before proceeding. Once LiveAgent v4 mode is enabled, you will no longer be access previous versions of the app.

Enable LiveAgent V4 mode in GatewayLive

• Select Options from the Tools menu

• Open the Inspections tab


A warning message will appear to remind you to complete and sync any incomplete

inspections on devices that have older versions of LiveAgent. Do not proceed until all users

have had an opportunity to do so.

When you are ready to proceed or if you are using LiveAgent for the first time, click “Yes”.

Gett ing Started

Before you can log in to the LiveAgent App for the first time, there are a few things that need to be

done:

• Ensure you have the most recent version of Gateway Connect installed (see page 3)

• Ensure you have ticked the Enable LiveAgent v4 mode in GatewayLive (see page 6)

• Inspections created in GatewayLive for today or over the next 7 days with your name as the User

T ic k t h e E nable Li v e A g ent V 4 t i c k b o x


Hint: It is good practice to create all of your inspection tasks in GatewayLive via the Tenant file.

This will ensure the Tenant, Property and Owner are all attached to the task for historical records.

• When creating an Entry inspection for a vacant property, the inspection task can be created from

the Rental Property file.

Logging in

• Tap on the LiveAgent icon on your device.

• Enter the following information:

o Account ID - Your 6 digit Console customer number. This is

required and stored as a default on this device. Please contact Console

Support if you do not know what your customer number is. o

Username - Your GatewayLive username. This is also stored as a

default on this device.

Note: The username is case sensitive and therefore must match exactly as it is setup in

GatewayLive. E.g. if your GatewayLive username is “Jon Smith” then you must type that

into the username field.

T he l o g i n s cr e e n w i l l a p p e ar .


o Password - Your GatewayLive password. o Tap LOG IN at the

bottom to login to LiveAgent.


Na vigating LiveAgent

The Home Screen

• If you are using an iPad your home screen will include both the Timeline with Property List and

the Map. LiveAgent will always default to this view upon log in.

• If you are using an iPhone your home screen will consist of the Timeline with Property List. You

will need to tap on the Map option to view the map.

iP a d La y o u t

iPhone La y out

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The Timeline iPad iPhone

• The Timeline Bar at the top of your screen will show the date and time LiveAgent was last synced

with your GatewayLive database.

• LiveAgent will automatically sync when you log in, but you can also force a sync by swiping down

on the Timeline screen at any time.

• The Timeline will always default to the Today view showing only today’s inspections. You can view

past or future inspections by swiping to the left or right.

• All inspections are listed on the Timeline screen.

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The Inspection List

• This will display all Entry, Exit and Routine inspections types scheduled for that day (as setup in

GatewayLive -> Tools -> Options -> Inspections).

• Only Today’s inspections can be started.

• Other inspection types such as Open are not synchronised.

• All inspections are marked with a colour coded dot – Green for Routine, Blue for Exit and Purple for

Entry. The type of inspection is also noted in grey below the property address.

• A partially completed inspection is automatically marked with a yellow asterisk on the inspection list.

• The Inspection List can be refreshed at any time by swiping downward (the only other time the app

will synchronise with your database is when you log in to the app).

• The inspections will appear in chronological order with the next due inspection at the top of the list.

• Once an inspection has been completed and is sent from the Outbox it no longer appears on the

Inspection List.

NOTE: If you use different descriptions for Entry and Exit inspections in your office, you will need

to set these up in Gateway under Tools -> Options -> Inspections

• Routine or Periodic inspections must have the type Routine selected under the Type in the

Gateway inspection task.

Menu Bar


• The Menu Bar appears across the bottom of the screen.

• If you are using an iPad the menu bar allows you to change your view to Timeline, Outbox, Archive

inspections and Settings.

• If you are using an iPhone you will also have an icon to access the Map.

iPad

iPhone

Li veAgent Settings

Before you start, we recommend you open the settings screen by tapping Settings on the menu bar

and configuring LiveAgent to suit your requirements.

NOTE: To log out of LiveAgent as the currently logged in user, you must use the LOG OUT button in

this screen.


LOG OUT – Log out of LiveAgent.

Use Mobile Data - See the next page for help with this setting.

Send to Portal – All Property ID and Room ID photos taken

in LiveAgent will replace any images currently in

GatewayLive that are set to appear on property portals.

Enabled by default.

Archive – Set to 30 days by default.

Store original images to device – stores the unaltered version of

photos taken to your device’s Photos gallery.

Image transfer size – LiveAgent will use this setting to determine the

size of images that are sent back to GatewayLive. This is set to Small

by default to reduce bandwidth requirements when sending images

over the internet.

NOTE: If you have an iPad 2, a setting of Medium or Large is

recommended to ensure images are of good quality.

Us ing Mobile Data

If your device has mobile data capability (e.g. 3G/4G with Telstra, Optus, Vodafone, etc.), you can now choose to sync completed inspections (including photos) immediately to GatewayLive using your carrier’s mobile network if outside Wi-Fi range. To do this you will need to turn ON the Use Mobile Data setting located in the Settings screen.


NOTE: Enabling this setting will quickly consume your carrier’s monthly data allowances if outside Wi-

Fi coverage and we recommend you keep this OFF unless you must sync your inspections while out

in the field or you have a generous data plan.


Map • The Map shows the day's inspections arranged on an Apple map. By default the map will centre

on the inspections.

• Each inspection is represented by a numbered and coloured pin on the map. The number is the

inspection's index number, matching the Inspection List screen. The colour represents the

inspection type (Routine, Entry or Exit), matching the Inspection List.

• Tapping a pin shows a popup of the property address. The popup for Today's inspections also

contain a ">" icon next to the address. Tapping it will open the details of the property and the

option to Start or Discard the inspection.

• Inspections for future dates do not show on the map until the day of inspection. They are visible

on the Tomorrow screen and you are able to access information about the property however you

are not able to Start or Discard the inspection, this will become available the day of the

inspection.

• If an address cannot be located by Apple maps, it will not be represented with a pin.

Map View – iPad The map will always display as soon as you log in and view the Timeline when using an iPad.

Map View – iPhone / iPod

Touch Tap the Map icon in the menu bar to display the map on iPhone and iPod Touch devices.


Property Screen

• The Property screen displays identifying details about the rental property.

• This information is transferred directly from the property file in GatewayLive and includes the

main property photo, address, inspection time, key number, access information relating to the

property, tenant and owner contact details.

• As you scroll down, there is additional information regarding the tenancy such as current rent,

paid to date, last increase date and lease expiry date.

• Outstanding maintenance requests and past inspection information is also displayed and at the

bottom of the Property screen you can see which condition report template is in use and

change it if required.

Back Button

• This is the small arrow at the top of the screen. This will take you back to the Timeline screen or

the Map screen depending on where the inspection was launched from.

Property ID Photo

• Displays the main image from the property file in GatewayLive.


Get Directions

• Tap the Get Directions link and Apple Maps will open and display turn by turn directions to your

inspection.

Access

• Property access details as they appear in the rental property file in GatewayLive.

Contact Information

• For each owner and tenant, LiveAgent displays the following contact information: o name o

mobile number o work / home number

• If using LiveAgent on an iPhone, tapping on a number will dial that number. This will cause you

to leave the LiveAgent app. To return to LiveAgent after the call, tap the icon on the home

screen or switch to the app using the Multitasking feature (press the Home button twice).

Lease Information

• Rent, Paid to, Last Increase, Lease Expiry.

Outstanding Maintenance Requests

• LiveAgent will list any outstanding maintenance requests for this tenancy at the time the

inspection was synced from GatewayLive.

Past Inspections

• The last inspection is listed showing the type, date and the person who completed the

inspection.

• If no previous inspections have taken place for this tenancy this section will be blank.

Template

• The condition report template can be viewed at the bottom of the Property screen.

• The template can be changed by tapping on the template name and selecting the required

template from the list.

• This will also update the condition report template in GatewayLive.

• Please note the template can only be changed in LiveAgent before the inspection is

commenced.

Discard Inspection

• This will delete the inspection from LiveAgent.

• Once deleted the inspection will remain in the Archive for 30 days before being permanently

deleted.

• This will not delete the inspection task in GatewayLive, BUT be aware that this property will not

be included in the next sync.

• If you have deleted an inspection in LiveAgent by mistake you will need to delete the inspection

task in GatewayLive and create a new inspection task to be included in the next sync.

Start Inspection

• Select Start Inspection to begin your inspection.

Continue Inspection


• If you exit back to the Property screen whilst in the middle of an inspection, the Start Inspection button will change to a Continue Inspection button. Select this to continue your inspection from where you left off.

Room List Screen

The Room List screen shows a list of all the rooms to be inspected, as defined by the Condition

Report Format attached to the Inspection in GatewayLive.

Back Button

• This is the small arrow at the top of the screen. This will take you back to the Property.

Property ID Photo

• Displays the main image from the property file in Gateway if present. To update this photo tap the

image and a camera icon will appear with the text Add Property ID. Select this to take a new

Property ID photo using your device’s camera.

• If no main image is available in the Gateway file a camera icon will be showing in the top section with the text Add Property ID, select this to take a photo using your device.

• These photos are ID (identification) photos only, NOT inspection photos. These ID photos are

saved against the rental property in GatewayLive.

Rooms list


• Tapping on a room name opens the Room screen for that room. The Room Screen information displayed will change depending on the type of inspection being carried out i.e. Entry/Exit or Routine.

• A completed room is marked with a green tick.

• A completed room may have further changes made if necessary.

Today - General Comments

• Comments entered here will appear in the Inspection Details field on the inspection. This area can be used to enter any general comments about the property inspection such as Landlord / Tenant comments.

Complete Inspection

• This button appears at the bottom of the Room List screen. Once all rooms have been inspected tap this button to send the inspection back to Gateway. The app will then go back to the Timeline Screen or Map Screen.


Room Screen

The display of this screen will change depending on the type of inspection being carried out: Entry,

Exit or Routine. Details of the inspection including maintenance, photos and comments are entered

here. For more information on how to complete these sections please refer to chapters Routine

(Periodic) Inspections and Entry/Exit Inspections.

Entry/Exit Inspection Type View Routine Inspection Type View

Room ID Photo

Shows the photo saved in the GatewayLive property file.


• If the current room has no photo stored in GatewayLive, a message "Add Room ID" will appear

allowing you to take a new photo using your device’s camera.

• If the current room has a photo but it needs replacing, tapping the image will reveal the camera

icon allowing you to take a new photo. This will overwrite any existing photo for this room.

• Photos will be named after the room - E.g. "Bedroom 1"

• A new photo is automatically placed at the end of the secondary images list.

• The checkbox Show on reports is automatically ticked for new photos taken with the app.

In GatewayLive, room photos are found in the Rental Property file, under the Images menu option.

Add Maintenance

• Use this link if maintenance needs to be logged for this room (refer to section Maintenance).

Complete Room

• This button appears at the bottom of the Room screen. Once all comments and checkboxes have

been completed tap this button to return to the Room list and select the next room.


T oday’s Inspections

In the GatewayLive Inspections screen, today’s inspections appear in blue. Inspections that are in the

past but not complete are in red and future inspections are in black. Inspections that have been

completed are in grey.

Inspections with today’s date and bound for LiveAgent (i.e. Entry, Exit and Routine inspection types) will be locked by GatewayLive so that no changes can be made accidentally. If you open the

inspection in GatewayLive, you will notice most fields cannot be edited and a red padlock icon in the

lower left corner.

If necessary, today’s inspections can be unlocked and changes can be made by following the steps

below.

NOTE: Do not unlock an inspection if it has already been started in LiveAgent. Doing so will result in a new inspection being created and the original one no longer linked to GatewayLive. You will need to either discard the original inspection or complete and then recover it from the LiveAgent Archive folder.

Open the Inspection that needs to be edited.

U n l ock i n g Inspectio n s

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• Click the Unlock button (highlighted below in red).

• A warning will appear advising that if the inspection has already been started in LiveAgent, any

changes to it in GatewayLive will create a new inspection in the app. Select “Yes” to continue.

• Enter a reason for unlocking the inspection. This will be recorded in the GatewayLive logs.

• You can now edit the inspection When complete, click Save & Close.

NOTE: LiveAgent will need to be re-synced before any changes are reflected in the app. Swipe down on the Today List to re-sync the inspection.

Rou tine (Periodic) Inspections


NOTE: Inspections must already be set up in GatewayLive with the correct details (including start/end date, start/end time, inspection type and user) before it will appear in LiveAgent.

Routine Inspections can be easily identifiable on the LiveAgent Today screen by the green numbered

circle and the word ROUTINE showing below the address of the property.

• the start and end times of the inspection

• the map pin reference number (e.g. 1, 2, 3, 4)

• the property address

• type of inspection

• key number

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To commence the inspection:

F r o m t hi s scr e e n y o u c a n a l s o s e e :

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• Tap on the inspection to open it and view its details. Tap Start Inspection to commence the

inspection.

• The inspection will open and you will see a list of rooms on the left (as defined on your Condition

Report template) and room detail on the right. If you are using an iPhone/iPod you will only see

the room list.

NOTE: When performing a routine inspection, only the overall condition of the room is recorded (i.e. “Acceptable” and “Not Acceptable”).

• Select the room from the Room List to open the room condition report.

• Any past inspection data for this room will appear at the top of the room detail page on the right

(see page 32 for more information on past inspection data).

• If you wish to use the data from the previous inspection, tap Copy or Copy All, then switch off

Show Past Data and the past inspection condition/comments will be applied to this room.

• You can add to the comments by tapping in the Comments box and using the keypad to add

further comments.


• there is no previous inspection data, start with marking

the room as “ACCEPTABLE” or “NOT ACCEPTABLE” and tap the Comments area to add additional comments if

required.

• While adding comments, you can tap Add Auto Text above the keyboard to insert

predefined comments as configured in GatewayLive for the condition report template.

• Once all predefined comments have been selected, tap Add Tags and these will now

appear in the comments screen. You can tap directly into the comments screen if you

wish to add any other comments not available on the auto text.

there is a maintenance issue in this room that needs to be logged, tap Add Maintenance

by scrolling to the bottom of the room list or use the icon in the top right hand corner and

complete the details. (See section Maintenance for more information on maintenance tasks)


• Select the camera icon to take maintenance photos to be included in your work order. To save your maintenance task, tap Create Maintenance.

• you wish to add inspection photos for this room scroll to the bottom of this screen and tap

the camera icon under Inspection Photos. Once the photo is taken, you can either use it

or take it again.


• To take more photos, tap the camera icon again to add another image.

• These photos will be stored in the Inspection task in GatewayLive under Tools -> Images and also on the printed Routine Condition Report.

• If the “Store original images to device” setting is enabled in the Settings screen, the

photos will also be stored in your devices Photo Gallery.

• When the inspection for the room is complete, tap Complete Room at the bottom.


This room will now appear with a green tick against it in the room list screen.

• Any rooms that have had maintenance logged will also have the little maintenance icon

showing below it.

• At the bottom of the room list, there is a Today - General Comments box where you can

enter any comments in relation to the inspection.


• When all rooms have been completed, tap Complete Inspection at the bottom and the

inspection will be saved and sent to the Outbox.

• If your device is connected to the internet, the inspection will be sent immediately back to GatewayLive. Otherwise it will be queued for sending as soon as an internet connection is established.

• In GatewayLive, any room comments recorded during the inspection will appear in the Condition Report tab under the Agent Comment for each room (e.g. Entry, Lounge Room, Family Room, etc.).


The Today – General Comments will appear in the General tab of the inspection.

Show Past Data feature

When performing a Routine inspection, the Show Past Data feature becomes available:

• When the previous routine inspection has been completed for the same tenancy and marked

as Completed in GatewayLive.


• You will see a message appear just below the room photo to indicate that past data is

available with a “Show Past Data” button that toggles whether it is displayed or not.

• The Copy and Copy All buttons that appear when Show Past Data is enabled allows you to

copy the inspection condition and comments from the last inspection.

Entry & Exit Inspections

NOTE: Inspections must already be set up in GatewayLive with the correct details (including start/end date, start/end time, inspection type and user) before it will appear in LiveAgent.

Entry and Exit inspections work in a similar way to Routine inspections with the key difference being

the amount of detail captured on the condition report. Entry inspections will appear on the Today

screen with a purple map pin reference and Exit inspections will have a blue map pin reference.

They also have the words ENTRY and EXIT below the address of the property:


• the start and end times of the inspection

• the map pin reference number (e.g. 1, 2, 3, 4)

• the property address

• type of inspection

• key number

F r o m t hi s scr e e n y o u c a n a l s o se e :


To commence the inspection:

• Tap on the inspection to open it and view its details.

• Tap Start Inspection to commence the inspection.

• The inspection will open and, initially, will look very similar to a Routine inspection with the

key difference being the additional detail (room features and condition) that you can now

capture for the Entry/Exit Condition Report.

NOTE: The rooms, features and conditions (e.g. Clean, Working, Undamaged, etc.) are defined in the Condition Report Template selected in GatewayLive.

• Select the room from the Room List to open the room condition report.

• Any past inspection data for this room will appear at the top of the room detail page on the

right (see page 41 for more information on past inspection data).

• If you wish to use the data from the previous inspection, tap Copy or Copy All, then switch

off Show Past Data and the past inspection condition/comments will be applied to this room.

• You can add to the comments by tapping in the Comments box and using the keypad to add

further comments.


• If there is no previous inspection data, start with marking the condition of the room by tapping the condition of each feature (e.g. Clean, Working, Undamaged, etc.) and enter any comments into the Comments box below.

• The first time you tap a feature’s condition, you will receive a prompt to mark the same

condition with a green tick to the other features in the room. This saves you time from having

to do each one separately. Select No if you wish to do this manually for each feature.

While adding comments, you can tap Add Auto Text above the keyboard to insert

predefined comments as configured in GatewayLive for the condition report template.


• Once all predefined comments have been selected, tap Add Tags and these will now appear

in the comments screen. You can tap directly into the comments screen if you wish to add

any other comments not available on the auto text.

• If there is a maintenance issue in this room that needs to be logged, tap Add Maintenance

by scrolling to the bottom of the room list or use the icon in the top right hand corner and

complete the details. (See section Maintenance for more information on maintenance tasks)


• Select the camera icon to take maintenance photos to be included in your work order. To

save the maintenance task, tap Create Maintenance.

If you wish to add inspection photos for this room scroll to the bottom of this screen and tap

the camera icon under Inspection Photos or use the icon on the top right. Once the photo is

taken, you can either use it or take another one.


• To take more photos, tap the camera icon again to add another image.

• These photos will be stored in the Inspection task in GatewayLive under Tools -> Images.

• If the “Store original images to device” setting is enabled in the Settings screen, the photos

will also be stored in your devices Photo Gallery.

• When the inspection for the room is complete, tap Complete Room at the bottom.


This room will now appear with a green tick against it in the room list screen.

• Any rooms that have had maintenance logged will also have the little maintenance icon

showing below it.

• At the bottom of the room list, there is a Today - General Comments box where you can

enter any comments in relation to the inspection.


When all rooms have been completed, tap Complete Inspection at the bottom and the

inspection will be saved and sent to the Outbox.

• If your device is connected to the internet, the inspection will be sent immediately back to GatewayLive. Otherwise it will be queued for sending as soon as an internet connection is established.

• When the inspection is received in GatewayLive, the Condition Report tab will be updated

with the room comments and conditions that were captured in LiveAgent.


The Today – General Comments will appear in the General tab of the inspection.


Show Past Data feature

When performing an Entry/Exit inspection, the Show Past Data button becomes available:

• For Entry inspections - when the previous Exit inspection has been completed for the

previous tenancy and marked as Completed in GatewayLive.

• For Exit inspections - when the previous Entry inspection has been completed for the

current tenancy and marked as Completed in GatewayLive.

• You will see a message appear just below the room photo to indicate that past data is

available with a “Show Past Data” button that toggles whether it is displayed or not.

• The Copy and Copy All buttons that appear when Show Past Data is enabled allows you to

copy the inspection condition and comments from the last inspection.


The Inspection Camera

In LiveAgent, you have the ability to take a number of different photos for each room during your

inspection. The location of the camera button / icon is the same for Routine, Entry and Exit

inspections.

Condition Photos • Use the camera icons located in the top right or bottom of the room view to take your

inspection photos (e.g. when documenting overall condition of the room or any damage to the

property).

• When the inspection is completed and sent back to GatewayLive, these photos are stored

with the Inspection task under Tools -> Images.

• The inspection photos in GatewayLive are resized (as set in LiveAgent “Settings” -> “Image

transfer size”) to reduce bandwidth and storage requirements.

• Unaltered versions of inspection photos are also stored on your device’s Photos gallery (if

LiveAgent “Settings” -> “Store original images to device” is ON).

• The photos can be deleted from the device once they are no longer needed.

• If you do not want to save photos to the device, this option can be switched off in Settings.

Our recommendation is to leave this switched ON.

Property / Room Photos (ID Photos)


LiveAgent allows you to add Property and Room ID photos while performing an inspection that

replaces the property images in the GatewayLive rental property file. This is useful if you wish to take the latest photos of the property and /or rooms and can be done by tapping the Add Property ID and

Add Room ID icons.

• The Property ID photo can be added/updated from the Room List screen when you start the

inspection. If there is already a photo, tap the image and the camera icon will appear.

• The icons along the left hand side of the Room List will show Room ID photos. These can be

added/updated from the Room detail screen.

• Any ID photo taken through LiveAgent will be saved in the rental property file in GatewayLive.

The Property ID photo will represent the Main image in Gateway and all Room ID photos will

be secondary images in GatewayLive.

Ma intenance

While performing an inspection, you can create a Maintenance Task for any room and have it synced

back to GatewayLive for follow up and completion.

• To create a Maintenance Task, open a room to create the task for and tap Add Maintenance

or the use the icon in the top right corner.


• Tap Type and select the Maintenance Type (e.g. Glass Repair) from the list.

NOTE: The Maintenance Types are configured in GatewayLive, in the Categories Manager

screen under Tools -> Categories Manager -> Maintenance -> Type.


• Enter a brief description of what the maintenance is in Subject and any notes on the action

that needs to be taken in Description.

• To add any photos of the maintenance tap the camera icon under Photos.

• When complete, tap Create Maintenance to create the maintenance task for the room.


• The created maintenance task will appear under the Maintenance section in the room view

and an icon will also appear on the room list against the room.

• When the inspection is completed and synced back to GatewayLive, the maintenance task

will appear in the Maintenance view for further follow up and action.


Sen ding Inspections and the

Outbox • When an inspection is completed, it is moved from the Today screen to the Outbox where it

will be sent automatically to GatewayLive, provided there is an internet connection available.

• If there is no internet connection, the inspection will remain in the Outbox with the status “NO

CONNECTION” until a connection is established.

• If you tap the inspection, it will open the Detail view that provides more information on why

the inspection failed to send, along with additional options.

Discard – Moves the inspection to the Archive folder

and deletes it from the Outbox.

Retry – Re-attempts sending the inspection to

GatewayLive.

Send – Use the default mail client to send the

inspection as an attachment. Note - this only

contains the inspection photos and text from

the condition report for recovery purposes.

The Archive


• Any inspections that are completed and discarded can be found in the Archive folder,

where they are kept for 30 days by default. After 30 days, they are deleted permanently.

• The number of days that inspections are archived for can be configured in Settings ->

Archive.

• When an inspection is discarded in LiveAgent, it will be removed from the Timeline. The

original inspection will remain in GatewayLive. If this inspection is no longer required, you can

delete it in GatewayLive to remove it permanently.

• When you open an inspection in the Archive, you can Delete it permanently, Resend it back

to GatewayLive (only available on completed inspections) or Email it using your device’s

email app.

NOTE: The Email option should only be used for recovery purposes as the inspection ZIP

file contains photos and text from the condition report. If the inspection is too large to send by

email, you can exclude photos to reduce the size of the attachment.

• You can tap Delete All in the Archive folder view to delete all inspections permanently if they

are no longer required.


Cu stom Condition Reports

The Condition Reports tool in GatewayLive is used to import (or export) defined condition reports.

Once imported you may copy, edit, delete the template or create new ones.

Gateway includes three condition report templates you may import; for New South Wales,

Queensland and Victoria.

Once imported, these may be edited and saved with a new file name for example, Qld Condition

Report – 4 Bedroom House. We recommend that you always keep a copy of the original template.

Importing Condition Reports

• Select Condition Reports from the Tools menu of Gateway's main window - the Condition

Reports dialogue box displays.

• Click Import, select a condition report file and click Open. Click OK to confirm and the

condition report lists.

To set a condition report as the default, open it, tick “Default condition report template” and click OK.

Exporting Condition Reports

• Select a condition report in the Condition Reports dialogue box and click Export.

• Select the location, enter a File name and click Save.

• Click OK to confirm and the report will save as an XML file.

Creating a New Condition Report Template

• Click New - the Custom Condition Report Template screen will appear.

• Enter a Name for the condition report.

• Select the Row type, either “Yes/No”, “True/False”, or “Tick/Cross” (this is to define the type

of condition check-off to apply for row items).

• Tick the “Default condition report template” box if you want the new condition report to be the

default.

• You now need to add items into the condition report. Click New - the Item screen will appear.

• Enter a Name for the item and select the Type (Row or Column).

E.g. Columns can be “Clean”, “Undamaged”, “Working”; Rows can be a room such as “Kitchen” or “Bathroom”, or areas/features within a room such as “Walls”, “Windows”, “Light Fittings” etc.

• Under Item Details, select the Item type as “Header” or “Item”. Header is for rooms, Item is

for areas/features in a room.

• If the Item type selected is “Item”, select the Header that item belongs to.

• For row items select the Item type (Header or Item) and the Header for the item (all header

rows created list for selection).

NOTE: For the first "header" row of the condition report this is not available - settings are locked with Item type as Header


• You can also click Categories to add comments that will appear in the LiveAgent “Add Auto

Text” screen when typing in comments during an inspection:

• You may delete condition report items by selecting them and clicking Delete. Once all

items are entered click OK to save the condition report.

NOTE: You may create a condition report by clicking New or by selecting an existing report, clicking Copy and then editing the copied report to suit your needs. This is often a quicker option than creating a new report template from scratch.

Condition Report Templates may be created for different types of inspections such as Entry, Routine

and Exit and for different types of properties (e.g. Routine – 4 Bed House or Routine – 2 Bed Unit).

The appropriate Condition Report Template can then be selected when creating the Inspection Task

in GatewayLive and also from the Inspection Property screen in LiveAgent.

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