Dear team,

We are excited to introduce the Life at Venn app to you and start our journey to improving resident experience together.

This FAQ booklet is designed to provide you with guidance on navigating the functionalities of the life at Venn app. Plus, provide you with answers to possible questions your residents may have.

Our customer success team is always here for you for any questions or support you may need.

Table of Contents

The Venn App

Downloading the App

1. Download the Life at Venn App from the
2. App Store or Google Play
3. Enter your phone number or email
4. A verification code will be sent via text or email
5. Enter the verification code in the app to begin
   

Scan to download

Life at Venn app icon

Troubleshooting

• Make sure you’re logging in with the email address used in your Property Management Software
  

• Space shortage? It may be time to say goodbye to apps you no longer use. Check out these
  

• Articles for iPhone and Android to see how to free up space
  

• All other inquiries, contact Venn’s Customer Support team at marketsupport@venn.city
  

Getting Started

The Venn App

What is the Venn app?

Our team has partnered with Venn to bring you an amenity that connects you with your neighbors through interest groups and fun events. You can even discover local businesses with verified recommendations and discounts and receive real-time updates and alerts from your property management team. All included in your rent

What can I do in the app?

• Check the main feed for announcements, join (or start) discussions and participate in polls
  

• Join a group, start one or direct message your neighbors to connect
  

• RSVP for community events and see what’s happening in the neighborhood
  

• Check the near me section to find a new local place to visit
  

• Find local offers and discounts in the Marketplace
  

• Make rent payments

• Submit maintenance and service requests
  

Do I need to download it?

Yes! We’re requesting all residents download the Life at Venn app in order to stay informed with building updates and community happenings.

Full App Demo Video

Check out a walkthrough video of the app

What to tell residents?

The Venn App

What if a resident asks about privacy?

Venn’s privacy policy is located in the app under settings and available to view online here.

An excerpt is included below:

“We greatly respect your privacy, which is why we make every effort to provide Services that would live up to the highest of user privacy standards. Please read this Privacy Policy carefully, so you can fully understand our practices in relation to personal data. “personal data” or “personal information” means any information that can be used, alone or together with other data, to uniquely identify any living human being.”

What about privacy?

The main feed

The Venn App

Social Sharing “Post”

Use these slides to highlight important announcements or content that you’d like the residents to take notice of.

Link the slides to:

General info pages, events, marketplace services, resident profile and more.

NOTE: Only PM can add Social Posts

Polls

Polls are highly engaging and have a high rate of response.

Collect some quick and impactful stats regarding to

initiatives you’d like to promote.

Discussions

You or your residents can start a discussion and invite others to comment or like.

Discussions are great for engaging the residents and to see what really matters to them.

Social Posting

Interest Groups

The Venn App

Why do we need them?

Community guidelines are a foundational element for establishing a healthy, thriving, and harmonious online or offline community.

They serve as a roadmap for members, moderators, and administrators, promoting a positive and respectful environment for everyone involved.

Guidelines Help:

• Establishing Expectations
• Creating a Safe Environment
• Preventing Conflict
• Promoting Positive Interactions
• Protecting Against Misuse
• Ensuring Consistency
• Building Trust
• Setting Boundaries
• Encouraging Responsible Participation
• Legal and Ethical Compliance

NOTE:

Residents agree on these guidelines upon onboarding into the app. Any breach will be escalated to your team for further action.

The Venn App

Make Rent Payments

This is the section where your resident can go to make their rent payments.

Notification Center

Where residents will find all the notifications they received.

Submit a Request

Where residents can submit a maintenance or

management request. They can add more details and

attach photos/videos or documents to the request.

This is connected to your PMS for further action.

Where residents can set up their marketplace payments

Where residents can view their past invoices

More possible categories

Depending on your property needs you may have some more resident services categories on the My Home screen such as:

• Digital Keys
  
• Packages
• Rewards
• Amenity Reservation
• Virtual info packets

and more...

The Venn App

Submitting Requests

From the “My Home” screen residents can submit their requests based on the categories that are defined by the PM team (and your PMS).

Types of requests:

• Maintenance Requests
  
• Service Requests
• Management requests

Residents are able to describe their issue, add pictures/videos or documents and provide Permit to enter to your team.

Where are the tickets managed?

The app is integrated to your PMS. When the tickets are submitted they will go directly to your system to be managed there.

Including Roommates:

Residents can choose to include their roommates to the request thread so that they are also included in the communications about the request.

Resident Visibility & CSAT

Residents will be able to follow the status of their request on the app according to what the status is in your PMS. Once there’s a status change the resident will get a push notification. Once the request is completed the resident will be able to provide their feedback and rating.

The Venn App

Editing my profile

Profiles can be built with as little or as much information as residents like. Profile fields include Name, image, bio, pets, hobbies and social channels. Residents can choose what information they share with their neighbors and whether they would like to be contacted by their neighbors via DM in the inbox.

Viewing the profiles

Residents can view each other’s profiles from the Homepage to find others based on mutual interests. They can reach out through direct message, or just send good vibes!

NOTE:

Residents can remain anonymous to others in the building, but your team has full visibility into user details via their profile page.

Notification Settings

The Venn App

How to manage notifications?

Residents can ensure they stay informed without the hassle, they can enable important notifications from the PM team and receive critical updates, while customizing their settings to filter out notifications that come from interest groups or the main feed.

The Venn App

Community Events

Events make a difference!

They help you:

Connect

with your residents, and build a vibrant community.

Improve

your brand reputation and resident satisfaction.

Attract

new residents by sharing your events on marketing channels.

All events that you create in the Experience hub will show up in the events tab of the app.

Residents will be able to RSVP to the event in the app, purchase tickets and see who else is attending.

Encourage your residents to “Check In” so that you can capture actionable data about event attendance, then use the data to improve event performance.

Keep an eye out for some great community event playbooks our team will share with you.

The Venn App

Resident submitted events

The Venn App

Marketplace

The Venn App

Escalation & Complaint Support

How is the app moderated, and during what hours?

• The main feed and messages in groups are moderated 7 days per week from 9am-2am EST, at least once per hour.
  

• The AI bot works on its own 24/7 to automatically flag problematic messages to our Customer Support team so that we can remove it right away. There is AI Moderation running through the feed at all times that picks up key words to be flagged (ie. curse words, or maintenance-related language). Our Customer Support team is notified via AI Chat Bot of these posts immediately, and takes action within a maximum of one hour.
  

How does the Venn team escalate concerns:

• Venn commits to same-day escalation for all concerns shared to interest groups
  

• Escalations will be sent to your designated email address that you provide us.
  

• Gray area complaints: Venn will notify your team immediately and await your instructions for next steps.
  

• Community Guideline Violations: Venn will notify your team immediately, will remove the resident message that violated the community guidelines, and send a DM to the resident reminding them of the policy.
  

• Resident Continues to Violate Community Guidelines: Venn will notify your team immediately, and will temporarily deactivate the user.
  

Gray-Area Complaints

Venn’s Support team looks out for gray-area complaints such as: questions addressed to management, sharing negative experiences for support, and inquiries about new policies. If the Venn Support notices any of these arise in the group, they follow the below process:

• Venn’s Support Team sends your team an email that includes screenshots of the flagged message(s) .

• Your team will provide any requests for action or updates to Venn.

• Venn only communicates with the flagged users if they are instructed to do so by your team.

The Venn App

(for repeat violations)

Community Guidelines Violation:

Vulgar/Disrespectful Language or Spamming

We strive for the Venn app to be a safe place for all residents to feel like they can express themselves without fear of judgment or ridicule. We also work hard to protect the image of our valuable clients. Therefore, if any resident is generating negativity, we will ensure that we are taking swift action to de-escalate the situation.

If a user engages in any of the following, we will send them a reminder of the Community Guidelines and warning for chat access revocation:

• Bullying
  
• Using hateful, threatening or sexual language
  
• Sharing links to outside social media sites/groups
  
• Spamming multiple chats with the same issue/complaint
  

1. Venn takes a screenshot of the violating message(s).

2. Venn deletes the message(s) from the app.

3. Venn sends the user a message on the app:

“Hi neighbor! A recent message you posted in a group chat was removed by our moderation system. As a reminder, we prohibit [offense] in all chats, in order to protect our community. If you have any questions or concerns, please let me know. See attached for the referenced message(s). [Screenshot of message(s)]”

4. Venn sends your team an email containing screenshots and updates.

5. Your team provides their feedback and thoughts to Venn.

6. Venn only communicates further with the flagged users, or takes additional action,

if they are instructed to do so by your team.

7. If no further action is requested by your team, the 24-hour ban will expire

automatically after the period is up.

App user removal

The Venn App

Second-Time Offender:

Same as the above, but a user who has violated once previously.

1. Take a screenshot of the violating message(s).
   
2. Delete the message(s) from the app.
   
3. Venn places the user on a 24-hour ban.
   
4. Venn sends the resident the message below via DM
   
5. Venn sends an email containing screenshots and updates.

“A recent message you posted in a group chat was removed by our moderation system, and your account is under review to determine if you have violated the Community Guidelines. During this 24-hour review period, you will not have access to sending messages on the app.

As a reminder, we prohibit [offense] in all chats, in order to protect our community. To avoid potential account termination, please keep your messages within the Community Guidelines. If you have any other questions or concerns, please let me know.

See attached for the referenced message(s).

[Screenshot of message(s)”

The Venn App

Third-Time Offender (Evacuation Process)

If a resident has previously posted 2 messages that were flagged and received a termination warning, follow these steps:

1. Take a screenshot of the violating message(s).
   
2. Delete the message(s) from the app.
   
3. Venn places the user on a 24-hour ban.
   
4. Venn sends the resident the following message:
   

“A recent message you posted in a group chat was removed by our moderation system, and your account has been placed under final review for termination. As a reminder, we prohibit [offense] in all chats, in order to protect our community.

While we determine if you have violated our Community Guidelines, your access to contribute to chats has been revoked. We will have a final decision within the next 24 hours. If you have any questions or concerns, please let me know.

See attached for the referenced message(s).

[Screenshot of message(s)]”

5. Venn sends your team an email containing screenshots and updates

6. Your team makes the final decision if the user should be permanently removed from the app, or if they prefer to mediate and allow the resident to remain in the app.

7. Your team communicates that this resident’s account should be completely revoked, Venn revokes access and sends the resident an email, with your team Cc’d:

Hi [first name],

This email is to notify you that your recent message from [Post Date] on the Venn app has violated our Community Guidelines. We do not allow [offense] in our app, and even after receiving a warning about your app usage, you continued to violate our Guidelines. As a result, we have come to a decision to revoke your access to the Life at Venn App.

If you have any questions about this matter, please reply to this email.

Best, The Venn Team