Call Management access comes from each user's User Role and Property Access, which you manage in the Admin Center. Use this guide to add your team, check the Call Management permissions on a role, see what each permission allows, and know what comes back when you restore a user's access within 30 days.
In this article
- Restoring a user's Call Management access within 30 days
- Restoring access after 30 days or at a different property
- Schedule management permissions: Manage Call Management On-Call Schedule
- Schedule management permissions: View Call Management On-Call Schedule
- Communication and messaging permissions: View Call Management Messages
- Communication and messaging permissions: Archive Call Management Messages
- Resident communication permissions: Edit Call Management Resident Alert
- System configuration permissions: View Call Management Settings
- System configuration permissions: Manage Call Management User Settings
- Service configuration permissions: Edit Call Management Answering Service
Watch: How to Post Property Notices in Call Management →Watch: Joy Voice AI: Call Management, Upgraded (no outro) →
How users get Call Management access
Once a user is created, they automatically get access to Call Management for a property as long as they have both a User Role and Property Access.
The four role tiers
An Administrator configures the account and team. A Process Manager runs operations, Standard does the day-to-day work, and Limited sees assigned work only.
Restoring a user's Call Management access within 30 days
If a user loses access to a property and an admin restores it within 30 days, Call Management reconnects their original contact. They show as Ready, not Unverified. There's nothing extra for the admin to do.
- Their phone verification, so they don't have to verify again
- Their notification preferences
- Their SMS opt-ins
- Any on-call shifts that were still assigned to them
Removed on-call shifts don't come back
On-call shifts a manager already removed while the user was gone don't come back. For example, shifts removed from the unreachable-contacts banner.
Restoring access after 30 days or at a different property
Reconnection only applies within 30 days, and only at the property the user lost access to.
- After 30 days: the user is set up as a new contact
- They verify their phone again
- They start with default notification settings
- Access to a different property: they're set up as new there
Schedule management permissions: Manage Call Management On-Call Schedule
Scope: Full administrative control over on-call schedules.
Use case: Property managers, maintenance supervisors, admin staff.
- Create new on-call schedules and rotations
- Modify existing call trees and backup sequences
- Add/remove team members from schedules
- Set wait times between escalation levels
- Configure schedule rotations (weekly, bi-weekly, monthly)
- Override normal schedules for holidays/exceptions
- Bulk update multiple properties' schedules
Schedule management permissions: View Call Management On-Call Schedule
Scope: Read-only access to schedule information.
Use case: All staff members, leasing agents, front desk personnel.
- View current on-call assignments
- See upcoming schedule rotations
- Check who's assigned for specific dates/times
- View call tree structures and wait times
- Access schedule history and changes
Communication and messaging permissions: View Call Management Messages
Scope: Access to view voice messages and communications.
Use case: All staff who handle resident communications.
- Listen to resident voicemail messages
- View SMS conversation histories
- Access call logs and activity records
- See message timestamps and delivery status
- View automated vs manual communications
Compliance note for deleting messages
Deleting Call Management messages may require retention policy compliance.
Communication and messaging permissions: Archive Call Management Messages
Scope: Move messages to archived status without deletion.
Use case: Administrative staff, property managers.
- Archive completed voice messages
- Move old SMS threads to archive
- Bulk archive messages by date range
- Restore archived messages if needed
- Organize messages for long-term storage
Resident communication permissions: Edit Call Management Resident Alert
Scope: Modify automated alert messages to residents.
Use case: Property managers, customer service managers.
- Customize SMS templates for different scenarios
- Edit automated response messages
- Modify emergency vs routine alert content
- Set up personalized resident communications
- Configure language preferences for alerts
System configuration permissions: View Call Management Settings
Scope: Read-only access to system configuration.
Use case: All staff, for reference and troubleshooting.
- View current IVR menu structures
- See office hours configuration
- Check team member assignments and roles
- View call forwarding rules
- Access system integration settings
System configuration permissions: Manage Call Management User Settings
Scope: Configure user accounts and permissions.
Use case: System administrators, regional managers.
- Add/remove team members from system
- Assign roles and permission levels
- Configure user phone numbers and contact info
- Set up SMS notification preferences
- Manage user language preferences
- Configure individual availability settings
Service configuration permissions: Edit Call Management Answering Service
Scope: Configure core answering service functionality.
Use case: System administrators, IT managers.
- Set up call forwarding timeouts and rules
- Configure voicemail prompts and greetings