She paid the invoice. She was sure of it. So when her MLS access didn't come back, she called.
The person who answered could see everything, right there on her profile. It was also displayed prominently in her member portal, but agents new to this kind of automation sometimes don't understand that. She had two incidents. The invoice was paid, yes. The non-payment incident had cleared. But underneath it, still open, was a license suspension. Her license had gone inactive. That had nothing to do with the invoice.
With both incidents visible on the account and to the agent in their member portal, the conversation is thirty seconds. Here's what's open. Here's what you need to do. When the license comes back active, your services will be back on automatically.
That moment, when a member has two separate unresolved incidents, comes up more than you'd expect. Non-payment and a license issue can stack on the same account simultaneously. So can a missed Code of Ethics cycle and an unpaid invoice. Each is its own incident. Each requires its own resolution. And each one that remains open keeps services suspended, regardless of what else gets resolved.
Every Incident Is Accounted For
In Tangilla, incidents are created automatically when a triggering condition occurs. When a license goes inactive, a license suspension incident is placed on the account. When an invoice goes unpaid past its suspension date, a non-payment incident is created. When a course requirement isn't met, that gets one too. Each incident suspends the specific services tied to it and sends the member a direct notification telling them what happened, and exactly what needs to be done to resolve it.
When multiple incidents exist on the same account, they're all visible to both staff and the member. Staff doesn't need to guess why access is still down. The member doesn't have to wonder why paying the bill didn't fix it. The account shows the record.
When It Resolves, It Resolves
The other side of this is what happens when conditions clear. When a license comes back active in the state data, the incident closes and services reinstate, usually within minutes. When a member pays their invoice, the same thing happens. In over 99% of cases, no one in member services has to manually flip a switch.
That matters more than it sounds. Associations sometimes hesitate to enforce their own policies because enforcement used to be a project. Suspend someone, field the calls, remember to turn it back on, do it all by hand. Automation doesn't just reduce the work, it removes the reason to avoid doing it in the first place.
Consistent enforcement stops being a goal. It becomes a default.
