Urbanise remains the system of record for work orders, jobs, service providers, and approvals. Conpago is the point of origination and the resident communication layer.
1. Where requests start
All maintenance requests originate in Conpago.
Requests can be raised from either:
The Conpago resident app, or
The Conpago admin dashboard
Once created, the request is automatically pushed into Urbanise as a work order.
2. Creating a request in Conpago
When raising a request in Conpago:
Required
Subject
Description
Resident (or internal proxy user i.e "Taigum Management" or "Redcliffe Community")
The following do NOT flow through to UrbaniseLeave blank
Sub-type
Service provider
Priority
Pictures
These fields are managed in Urbanise and do not sync across.
You may assign a Request State or Admin in Conpago for internal tracking, but these values do not flow into Urbanise.
Internal village jobs
For non-resident-facing work (e.g. communal areas), assign the request to your site’s shared internal user (for example “Village Admin” or “Internal”). This user acts as a resident proxy.
3. What happens in Urbanise
Once the request lands in Urbanise:
It appears as a work order
One or more jobs can sit under that work order
All further workflow is managed in Urbanise
Conpago does not interface with service providers. All trade assignment, approvals, and scheduling happen in Urbanise.
4. When residents are notified
Status changes that notify residents
A resident is notified in Conpago when the work order status changes.
In Progress
Triggered when any one of the following occurs in Urbanise:
A job is assigned to an internal staff member or service provider
A job is manually set to In Progress
Completed
Triggered only when:
The work order is set to Completed
And the Complete Order action is confirmed
Setting an individual job to Completed does not notify the resident.
Cancelled or Rejected
Cancelling or rejecting the work order sends a notification
Rejection allows a reason to be entered, which is visible to the resident
Status changes that do not notify residents
Setting a job to Waiting
Completing individual jobs under a work order
This avoids residents receiving multiple or confusing updates when a work order contains several jobs.
5. Comments and communication
All comments made in Urbanise appear in the activity log of the related request in Conpago.
However, only one comment type is sent to residents.
Comment behaviour summary
Location | Visible to resident? | Notes |
Job comments | No | Always internal, regardless of visibility tick |
Work order comments (visible to customer NOT Ticked) | No | Logged in activity history only |
Work order comments (visible to customer Ticked) | Yes | This is the only message type sent to residents |
Important
Trades and third-party providers can add job comments, but these never reach residents. This prevents direct or inappropriate communication.
To message a resident:
Open the work order
Go to History
Tick Visible to customer
Add comment
6. End-to-end flow summary
Request created in Conpago
Request pushed to Urbanise as a work order
Job assigned or moved to In Progress in Urbanise
Resident notified: In Progress
Work completed
Job(s) completed in Urbanise
No resident notification yet
Work order completed and Complete Order confirmed
Resident notified: Completed
If work cannot proceed:
Cancel or reject the work order
Enter a reason
Resident receives notification
7. Key principles to remember
Conpago starts the request and communicates with residents
Urbanise manages all operational workflow
Residents are notified only on work order status changes
Only work order comments marked visible reach residents
For Urbanise-specific workflows, approvals, and trade management, refer to Urbanise training and documentation.
This guide focuses only on how the two systems connect and how resident updates are triggered.
Integration Video 12 minutes.