For discussion — nothing here is final

One flow, from request to reconciled

A clickable walkthrough of the residential concierge program: how a resident joins and pays, how requests land in one queue for the virtual team, and how every dollar flows into Sage Intacct without journal entries. Use the tabs above to walk each seat at the table.

Phase 2Resident joinsSigns up on the portal, picks a plan, card tokenized once.

→

Phase 2Requests, any channelText, portal, email, or phone — flowers, dining, travel, events.

→

Phase 2One queue, auto-assignedEvery request becomes a CRM task on a concierge's plate.

→

Phase 1Paid by textAuthvia text-to-pay: approve by reply or card on file.

→

Phase 2Flows into SageInvoices, cash receipts, and refunds recorded automatically.

Phase 1 · Crawl

Launch now — nothing waits on the build

Authvia + Billing Pro, live independently

Subscriptions and ancillary charges collected by text-to-pay from day one.
Cards tokenized against phone + email — first-ever card acceptance, handled by the payments partner.
Patrick records receipts in Sage the way he does today while the bridge is built in parallel.

Phase 2 · Walk → Run

The portal and the Sage bridge

Built by Orases while Phase 1 earns

Custom portal: signup, requests, billing — the one-stop shop, admin-controlled.
Authvia ⇄ Sage Intacct bridge: invoices out, payments and refunds written back. No journal entries.
Requests from every channel feed the CRM as auto-assigned tasks, with metrics across ops and finance.

"We do want — I love that term — crawl, walk and run… you're gonna help guide us to do step one before we do step three, because it'll be less expensive, more efficient for us." Lynda Ellis · Aug 17 working session

Four decisions this prototype is built to test

1

How do ancillary charges get paid? Invoice them, auto-charge the card on file, or ask approval by text? In this prototype it's a per-service business rule — the committee's answer is a setting, not a rebuild. See it in Admin →

2

Refunds are money back, not credit memos. The retail side refunds the card directly by text, and Sage records it automatically — no one in accounting touches it. See the refund text →

3

Do residents make requests in the portal? Yes — and also by text, email, and phone. Every channel lands in the same queue, so nobody is forced into one habit. See the queue →

4

What's the North Star number? 500 requests a month is a placeholder — Rebecca's data sets the real one. The dashboard tracks toward it, and the platform is sized for it. See the dashboard →

All names, buildings, prices, and numbers in this prototype are illustrative placeholders for the workshop conversation.

The Capitol Concierge Residential Program

Your building has a concierge. Now you have your own.

A dedicated virtual concierge for residents — flowers sent, tables booked, flights found, gifts wrapped. Real humans who know your name, one text away. We use smart technology; your concierge is a person.

1.

Pick your plan

Monthly membership, cancel anytime. Your card is saved once, securely, with our payments partner.

2.

Ask for anything

Text us, email us, call, or use this portal. Dinner Friday, peonies Saturday, a car to Dulles at 6 a.m.

3.

Approve and relax

Purchases beyond your membership are confirmed with a single text reply. Receipts arrive instantly.

Membership

Placeholder pricing — for discussion

Essentials

$59/month

5 concierge requests a month
Text, email & portal access
Member pricing on services

Available in your building

The pilot opens in five buildings. Your concierge is separate from the desk — this one works only for you. Building names are placeholders

The Ashford · Calvert Place · The Lexington
Harbor Point Tower · The Carrollton

Resident signup

Join in about two minutes

1 Plan 2 About you 3 Payment 4 Done

First name

Last name

Building

Unit

Mobile phone

Email

Card number

Expires

CVC

Your card is tokenized and held by our payments partner — Capitol Concierge never sees or stores your card number. You'll approve any charge beyond your membership before it happens, unless you tell us otherwise.

✓

Welcome, Susan.

Your Signature membership at Calvert Place is active. Your October invoice arrives September 1 — membership is billed a month ahead, due the 1st of the service month. Your concierge, Maria, will text you within the hour.

Good afternoon, Susan

Calvert Place · Unit 1204 · Your concierge is Maria T.

Signature

$119 / month

Next invoice Sep 1 · for October

What can we do for you?

Recent requests

Request	Status	Charge
Peonies for Saturday delivery	Awaiting your approval	$33.95
Dinner for 4 — Fiola Mare, Fri 7:30	Booked	—
Car to Dulles, Mon 6:00 a.m.	In progress	est. $92
Anniversary gift — wrapped & delivered	Delivered Aug 12	$148.00

Billing

Invoice	Covers	Status	Amount
Sep 1, 2026	October membership	Upcoming	$119.00
Aug 1, 2026	September membership	Paid by text · Aug 1	$119.00
Jul 1, 2026	August membership	Paid by text · Jul 2	$119.00

Membership is invoiced 30 days ahead — fees are due the 1st of the service month. Service purchases are charged when you approve them, never held to month-end.

Phase 1 · Live at launch

Payment is a text message

Powered by Authvia. The resident's card is tokenized against their phone and email at signup — after that, paying is one reply. Pick a scenario and watch the conversation play.

Which rule applies — invoice, approve-by-text, or auto-charge — is a per-service setting in Admin, so the leadership committee's decision is configuration, not construction.

9:41⌁ ⚡︎ ▮

CC

Capitol Concierge

Rebecca's team · Phase 2

Every channel, one queue

Text, portal, email, and phone requests all become the same thing: a task, auto-assigned to a virtual concierge, synced to the CRM. Nobody re-keys an email. Click a row to work it.

14

Open requests

6

Due today

3

Awaiting payment approval

26 min

Avg first response

▲ 12% faster this week

Channel	Resident	Request	Assigned	Status	Age
✆ Text	Susan Alvarez Calvert Place · 1204	Peonies, Saturday delivery	Maria T.	Awaiting approval	2h
▣ Portal	David Okafor The Ashford · 807	Anniversary dinner, Sat 8 p.m.	Maria T.	In progress	4h
✉ Email	Ellen & Sam Roth The Lexington · PH2	Two tickets — Kennedy Center, any Fri	Devon P.	In progress	1d
✆ Phone	Grace Liu Harbor Point · 1502	Car to Dulles, Mon 6 a.m.	Devon P.	Booked — confirming	1d
✆ Text	Marcus Webb The Carrollton · 410	Holiday gift list — start early	Priya N.	New	3d

Peonies, Saturday delivery

CRM task #4118

Susan Alvarez · Calvert Place 1204 · Signature member since Jul 2026

Card on file: Visa ·· 4417 · Rule: approve by text

Activity

9:02 amAuto-assigned to Maria T. — round-robin, Calvert Place team

9:02 amTask created in CRM from inbound text

9:14 amMaria: quoted Fleurs de Ville — $33.95, Sat 10 a.m. window

11:20 amApproval request queued — waiting on resident

After-hours requests (outside Mon–Fri 8–5 Eastern) are acknowledged automatically and queued for the next business day — the resident always gets an immediate reply.

Patrick's view

From payment to posted, hands-free

Flip the toggle to see what changes between launch and the Sage bridge. Phase 1 works exactly like today — Phase 2 is why it stops being manual.

Resident paysText-to-pay via Authvia — subscription or service charge

→

Payment settlesTokenized card · receipt texted instantly

→

Patrick records itManual entry in Sage — same as today. This is the step Phase 2 deletes.

Bridge writes it backOrases integration posts the payment against the Sage invoice automatically

→

Sage IntacctInvoice + cash receipt, keyed by hand

Sage IntacctInvoice, cash receipt, and any refund — posted with no journal entries

"We want it to flow all the way through into Sage — not me having to go get numbers and doing journal entries." Patrick · Director of Accounting, Aug 17 working session

$19,514

October membership run · invoiced Sep 1

$4,120

Service charges collected this month

ManualAutomatic

Sage posting & reconciliation

October invoice run — generated Sep 1 (a month ahead, due Oct 1)

Sage entry: manual Sage sync: automatic

Resident	Building	Plan	Payment	Sage Intacct	Amount
Susan Alvarez	Calvert Place	Signature	Paid by text · Oct 1	To key inPosted · AR	$119.00
David Okafor	The Ashford	Essentials	Paid by text · Oct 1	To key inPosted · AR	$59.00
Ellen & Sam Roth	The Lexington	Penthouse	Invoice sent · pending	—Invoice posted · open	$249.00
Grace Liu	Harbor Point Tower	Signature	Paid by text · Oct 2	To key inPosted · AR	$119.00
Marcus Webb — service charge	The Carrollton	Flowers · approved by text	Charged on approval	To key inPosted · AR	$33.95
Susan Alvarez — refund	Calvert Place	Flowers · made right	Refunded to card	Credit memo by handRefund posted automatically	−$33.95

What Phase 2 removes from Patrick's plate

Keying each payment into Sage — written back automatically, matched to its invoice.
Month-end journal entries for card activity — line-level detail flows through.
Manual credit memos for refunds — a text-initiated refund posts itself.
Building subscriptions by hand in Order Entry — the portal drives the recurring run.

Card fees, in the open

This is Capitol's first card acceptance. The prototype assumes a pass-through model on processing fees, itemized on this screen so accounting and the outside CPA firm see exactly what was charged, netted, and deposited. Fee treatment is a workshop decision — the reporting shows it either way.

Leadership view · numbers are illustrative

The North Star dashboard

"Do we think we're gonna do 500 requests a month, or five? Nobody cares — as long as we know what that number is." This dashboard exists to hold that number and track toward it. Rebecca's virtual-concierge data sets the real target; the platform is sized for it.

164 / 750 units

Active subscribers · 5 pilot buildings

22% opt-in — in the 20–25% band

148

Requests this month

▲ 18% vs July

$23,634

Monthly recurring + service revenue

26 min

Avg first response · business hours

Requests per month, toward the North Star

Pilot actuals + projection · dashed line = placeholder North Star of 500/mo · note the December peak — Christmas is the busiest season

Requests by category

This month · the non-subscription side Jose & Patrick are cataloguing

Opt-in by building

Share of units subscribed · placeholder buildings

How requests arrive

This month · every channel lands in the same queue

Text · 46% Portal · 31% Email · 17% Phone · 6%

Scale headroom: the pilot may open at 30 requests a month and reach 3,000 — the integration is designed around that range (API rate limits, batch windows, seasonal spikes), so growth is a configuration curve, not a rebuild.

Jose, Patrick & Rebecca · fewer than five seats

You control the back end. Residents just see their bill.

Services, prices, and billing rules live here — so when the leadership committee changes its mind, it's a setting, not a change order.

Services & billing rules

The open question from Aug 17, as a setting

Service	Pricing	How it's billed
Membership plans Essentials / Signature / Penthouse	$59–249 / mo	Invoiced a month ahead · auto-pay by text
Flowers & gifts	Cost + member pricing
Dining & tickets	Pass-through
Travel & transportation	Pass-through
Events & holiday planning	Quoted per event

Changing a rule here changes the text the resident receives and how the charge posts to Sage — nothing else has to be rebuilt.

Team & permissions

Person	Role	Access
Patrick	Director of Accounting	Finance · Admin · Sage sync
Jose	Director, Residential Ops	Everything
Rebecca	Virtual Concierge Manager	Queue · assignment · residents
Maria T. / Devon P. / Priya N.	Virtual concierges	Queue · own tasks

A

Authvia · text-to-pay Phase 1 · connected

Tokenized payments over SMS. Branded payer experience. Live at launch, no dependency on the build.

S

Sage Intacct · bridge Phase 2 · Orases build

Web Services connection: invoices out, payments & refunds back, subscriptions driven from Order Entry / AR. The piece PayTech couldn't deliver.

C

CRM task feed Phase 2

Every request — text, portal, email, phone — creates an auto-assigned task on the virtual team's board.

This preview is private