Changelog

Property teams have long tracked tenant service issues across email threads and disconnected systems, making it hard to see status or spot patterns. This release closes that gap and moves several other operational touchpoints forward at the same time. Service Requests officially launches as a full intake-to-resolution workflow, and it's joined by new Visitor Management configuration controls, a live Integriti access control integration, and French language support in Intelligence.

Service Requests

Service Requests turns an everyday tenant touchpoint into a streamlined, high-impact workflow, giving property teams one place to intake, prioritize, and resolve requests with speed and transparency. Unifying communication, tracking, and assignment removes the friction of email chains and manual handoffs, turning routine issues into a chance to build trust and improve response times.

The launch includes:

• A modern, table-driven UX with search, robust filters, and a detailed request view with status and location fields for faster updates
• Flexible management settings so admins can configure request types to fit each property's unique offerings and needs
• Built-in two-way chat with timestamps and internal notes, keeping requesters and assignees aligned without email chains
• Attachments with preview, plus assignment and progress tracking from intake to resolution

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Visitor Management: smarter configuration

Three new capabilities give property teams more flexibility to configure visitor experiences that match their building's security model, staffing approach, and tenant expectations.

• Walk-up optional fields: Building operators can configure lighter registration requirements for last-minute visits, supporting walk-up arrivals within one hour with optional email and phone fields, reducing front-desk friction without compromising security on future-dated registrations.
• Reminder notification customization: Reminder schedules can now be set to match how visitors actually plan their day, choosing from no reminder, an early reminder one hour before arrival, or a daily reminder at a consistent building-defined time.
• Re-send notification and invite status: Invite delivery status (email, text, or both, with date and time) now surfaces directly in the visitor table, along with the ability to resend invitations for any visit with a single click.

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Integriti access control integration

HqO's integration with Integriti connects the tenant experience platform directly to building access control systems. Tenant employees receive NFC mobile credentials provisioned into Apple Wallet or Android, while visitors are automatically registered and granted temporary access, all managed through the HqO app.

• NFC credentials via Apple Wallet and Android: Tenant employees can provision mobile credentials directly from the HqO app with a single tap
• Full credential lifecycle: Credentials can be added, suspended, activated, and removed through HID Origo, automatically synced with the Integriti access control system
• Automated visitor registration: Visitors are automatically created in Integriti with temporary access credentials assigned and revoked based on visit dates, with both single-day and multi-day visits supported
• Multi-building support: One-to-many credential management is available for complex campus and multi-building environments

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Intelligence: French language support

The Intelligence dashboard is now available in French, making it accessible to French-speaking admins across Canadian and European properties. The language displays automatically based on the admin's language preference settings, and additional languages are planned to follow.

Smaller improvements

Web

• Public users can now register for the HqO platform through the web, with no app download required, lowering the barrier to entry for anyone who visits a building's Tenant Portal. This applies to buildings that have already approved public domains for platform access.

Property teams are constantly balancing tenant perks, white-glove service requests, and the reporting needed to prove it's all paying off. This release gives you more room to do all three: a new credits system for Resource Booking, flexible paid bookings from Admin, feature-specific Intelligence dashboards, and a set of improvements to the Tenant Web App.

Turn amenities into tenant perks with Credits

Landlords can now assign credits for booking shared resources like meeting rooms and amenities, making it easier to build stronger tenant relationships and encourage better use of shared space. Credits can be built into a lease, offered as a standalone perk, or used to keep access fair across tenants.

• Assign credits to everyone at a tenant, or target specific users or roles
• Allocate credits across all resources, or limit them to specific spaces
• Configure recurring credits with customizable schedules and rollover rules
• Support fixed-rate, block, or tiered pricing
• Monitor allocations, transactions, active users, and redemption patterns with detailed reporting
• Give end users real-time visibility into their credit balance, with the choice of credits or standard payment at checkout

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Book paid resources on tenants' behalf, without card-only limits

Property and hospitality teams can now book paid resources for tenants directly from Admin without being restricted to card payment at time of booking, so you can deliver concierge-level service while keeping billing, cost tracking, and financial controls accurate.

• Book paid resources on behalf of tenants directly from Admin
• Choose from payment methods based on building, tenant, and user configuration
• Pay with tenant credits, validated against real-time balances
• Record invoice-billed transactions for reconciliation
• Waive payment entirely for VIP bookings, promotions, or service recovery

See deeper into Access and Content performance with Feature Dashboards

Intelligence now includes feature-specific dashboards that go beyond surface-level metrics, starting with Access utilization and Content performance, so you can understand what's actually driving on-site presence and engagement.

The Access dashboard digs into building utilization using access scan data, with initial support for Lenel NetBox (ACS) and HID Origo BLE — Lenel covers both physical badge and wallet scans, while Origo BLE captures mobile credential scans provisioned through HqO. The Content dashboard shows which content types, events, and communications drive the most tenant engagement, so you can focus on what performs best.

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A more configurable, polished Tenant Web App

A set of targeted improvements makes the web app easier to brand and easier for tenants to navigate:

• Configure utility buttons as link-out icons, and hide mobile-only utility buttons from the web view
• Support "Content 2" as a secondary content feed
• Share direct URLs to Content and Event pages
• Manage the Hero image separately from the mobile app in Themes
• Add rich text formatting to building descriptions on the About page
• Add a file repository to the About page, with control over which files publish to the web app

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Commercial real estate is being won by the assets that understand and serve the people in them, not just the square footage they manage. Too often, though, the systems that hold tenant relationships, performance data, and day-to-day operations live apart from each other, making it hard to see the full picture of a property or a portfolio. This release moves HqO further toward being the CRM for CRE: a single platform where relationship intelligence, engagement, and operations connect, so every property and portfolio can close the gap between managing buildings and managing experiences.

The CRM for CRE

HqO now gives owners, operators, and asset managers a unified system for managing relationships, not just the buildings they sit in. A centralized relationship intelligence layer acts as a single source of truth for tenants, vendors, and deals, while real-time tenant health surfaces renewal risk early enough to act on with context. AI-powered insights learn from every service ticket, event, and survey, and workflow automation turns everyday interactions into structured, trackable engagement data rather than one-off tasks.

Portfolio intelligence, unified

Portfolio Analytics Dashboards now bring all of your property and tenant data into Intelligence, in one place, so asset managers can make faster, better-informed decisions instead of stitching together reports. The dashboards include portfolio-wide engagement funnel metrics covering reach, awareness, utilization, engagement, and sentiment; an AI-powered chat for instant answers; and benchmarking and Occupier Insights for comparing assets across the market.

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A stronger Events platform

Building teams can now plan, promote, and manage events entirely within HqO, from tenant socials to wellness classes. Waitlists and check-in are QR-based, with automated capacity management so teams aren't tracking headcounts by hand. Smart notifications keep attendees informed without extra manual work, and built-in event analytics track attendance and ROI to help teams optimize future programming.

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A new tenant web experience

The Tenant Web App has been rebuilt to bring the full HqO experience to desktop, fast, familiar, and branded to match your property. Smarter navigation and a My Feed view surface building updates, events, and content at a glance, while role-aware layouts personalize what each user sees. Policies, waivers, and building information are now centralized in one place, and branding stays consistent across web and mobile.

Vendor and loading dock management

Operational excellence depends on knowing who is coming and going. A centralized vendor directory now tracks Certificate of Insurance (COI) status, vendor type, and activity, with automated compliance checks that keep insurance valid and liability low. Loading dock check-ins are streamlined with license plate scanning, driver ID verification, and digital delivery tracking.

Resource collections

Experience Managers can now group related amenities and bookable spaces into themed Resource Collections, making it easier for tenants to find and reserve what they need. For example, a Lab & Life Sciences collection can group microscopes, lab rooms, and collaboration spaces together, while a Wellness & Gym collection can separate fitness amenities from conference rooms to streamline booking for both.

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The health of a property isn't just measured in leases signed. It's measured in the everyday signals of tenant activity, satisfaction, and engagement, and until now those signals have lived in fragmented tools and systems. With HqO's new Intelligence Dashboard, you get a single source of truth for your building's full performance. It organizes everything into one clear funnel, Reach, Awareness, Utilization, Engagement, and Sentiment, so you can diagnose strengths, spot risks, and connect strategy directly to tenant expectations.

Reach: how many people can you impact

Reach is the total number of people connected to your building through the HqO platform, not just app registrants but everyone in your contact base across email, app, and web. A unified contact view gives you the full scope of your potential audience, with trend monitoring to track growth over time, a breakdown of availability by communication channel, portfolio-wide aggregation across all buildings and tenants, and period-over-period performance insights to watch growth momentum.

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Awareness: are they paying attention

Awareness tracks how many people are actually engaging with your emails, push notifications, and content, the pulse check on whether tenants are opening, reading, and responding to outreach. The dashboard reports a communication engagement rate, a multi-channel breakdown across email, push, and in-app content, trend visualization over time, and a performance delta flagging increases or decreases versus the previous period.

Utilization: who's actually using the space

Utilization shows whether people are actually showing up, based on access swipes into the building and visitor check-ins at the front desk. It captures access swipe tracking from your access control systems, visitor check-in monitoring, a combined total-building-interactions metric, a utilization trendline to spot drop-offs or spikes, and portfolio-level comparison to identify underperforming assets.

Engagement: are they using your services

Engagement goes deeper, measuring how tenants interact with your building's full ecosystem: booking rooms, attending events, submitting work orders, and using amenities. Admins can also add usage from offline workflows or external systems, making this the most comprehensive engagement measure available. It includes tracking across bookings, RSVPs, work orders, registrations, and feedback; resource booking analytics that surface top spaces and time-of-day trends (for example, identifying the most popular day); event and amenity metrics; tenant-level engagement highlighting the most active tenants by RSVP count; and trend visualization for proactive planning.

Sentiment: do they value the experience

Sentiment turns participation into perception, capturing how tenants feel through surveys, NPS, star ratings, and Leesman benchmarks, the top of the funnel that tells you not just what people are doing but how they perceive the value you deliver. Capabilities include survey distribution and response tracking, tenant participation rate at the individual or portfolio level, a sentiment trendline, the ability to launch NPS campaigns directly from the dashboard, and integrated Leesman benchmarking to compare sentiment across buildings, portfolios, and global standards.

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Don't look at any one stage in isolation. Ask how many people you can reach, how many are aware, how many are utilizing the property, how many are engaged, and how they feel, then use Portfolio Comparison to apply that same funnel across multiple assets. If one building excels at Awareness but lags in Utilization, you can learn from the leaders and replicate what's working.

Occupier Insights, powered by Leesman

Knowing what tenants truly want is the key to smarter real estate decisions, and Occupier Insights, powered by Leesman, turns survey data into clear insight about your Ideal Tenant Profile (ITP). You'll see which workplace factors matter most, where satisfaction is highest or lowest, and how to align amenities, programming, and communications for maximum impact. It benchmarks tenant sentiment against global data from over 1.4 million respondents across 9,500+ workplaces and 1,800+ surveys, surfaces the workplace activities and features that matter most to your ideal tenants, and connects workspace variety to outcomes like pride, productivity, and enjoyment to help teams reduce capital spend and boost retention.

Front desk teams hosting high-profile guests or coordinating large group visits have had to choose between capturing full contact details for every single person or skipping the system altogether. This release gives Visitor Management two new ways to handle exactly those situations, brings Leesman surveys up to the latest accessibility standard, and previews what's coming next for User Management and Resource Booking. Everything below is available now to all existing customers.

VIP Visitor Support

You can now mark a visitor as VIP, letting administrators manage the visit without collecting contact details. VIP visits stay anonymous from invitation through check-in, adding an extra layer of security and confidentiality for high-profile guests while giving your front desk full visibility into who's arriving and when.

Visitor Groups

Visitor Groups save time when you're hosting more than one guest at once. Create, manage, and invite a group of visitors to a property in a single flow instead of registering each person individually — particularly useful for recurring visits and large events. Administrators keep full control over group details and permissions throughout.

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Leesman survey accessibility updates

Leesman's Occupier surveys now meet the latest WCAG 2.2 standards, which took effect in October 2023. We've rebuilt the design, navigation, and functionality of these surveys so every respondent has a more intuitive, accessible experience from start to finish.

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Coming soon

Look out for two more updates next month. Improved User Management brings better filters and pagination, making it faster to find and manage users as your portfolio grows. And Resource Booking gets a Map View, letting tenants browse and book resources across your locations from an interactive map that visually surfaces the best available spaces.