Release: Currently in Early Access

We’ve made Call Management easier to use and more powerful. Here’s what’s new:

Easier User Management

• Manage all users in one place through the Admin Center.

• No more separate roles—anyone with property access and a default role (Admin, Process Manager, Standard, or Limited) can use Call Management.

Better Scheduling

• View your on-call schedule by day, week, or month.

• Set up future schedules easily with a more flexible workflow.

• See full coverage days at a glance with green check icons.

Accessing Call Management

• Log into your HappyCo account
• Navigate to the Call Management tab
• Once here Click on the Settings tab under Call Management.

Using the Setup Wizard

The Setup Wizard provides a guided step-by-step process for configuring Call Management. You can access it any time by navigating to Settings, clicking the dropdown next to the Settings heading, and selecting Setup Wizard.

Once launched, the Setup Wizard will walk you through the essential setup steps for your property. Here's what you can expect:

Step 1: Office Hours Configuration

• Set your property’s business hours for each day of the week.

• Adjust your time zone from the dropdown menu.

• Choose custom open/close times for each day, or use “Apply to All” to apply the same hours across all weekdays.

• These office hours determine when the system sends alerts and after-hours routing begins.

✅ Checkpoint: Office hours configured and saved.

Step 2: Review Your Onsite Team

• The system will prompt you to review the list of team members available for scheduling.

• If no team members appear, navigate to the Admin Center to add them.

Note: You must have role access to make any changes in the Admin Center.

• In the Admin Center, you can enter user details including name, email, phone number, role, and assign them to specific properties.

• Only users added through Admin Center will be available for on-call scheduling — user creation is no longer handled inside Call Management to streamline data consistency.

✅ Checkpoint: All required team members are visible and assigned to the correct property.

Step 3: Build Your First Call Tree

• Assign a Primary On-Call Technician from the dropdown.

• Add one or more Backup Technicians with custom time delays (ex: wait 5 minutes before escalating).

  • Time delay ranges from 0 to 9 minutes

• While there’s no limit to the number of backups, 3–5 backups is the recommended range for optimal coverage.

• If there is no answer the call tree will resort to either the Maintenance Supervisor or Property Manager by default. 

✅ Checkpoint: Primary and backups selected with wait times set.

Step 4: Customize Your Answering Service

• Enter a Welcome Message (max 200 characters) to be played when a call is received.

• Preview your message directly from the screen using the Play button.

• You can also call your property’s number to hear a live preview.

Our default Call Answering Menu

✅ Checkpoint: Welcome message saved and tested.

Step 5: Set Up Call Forwarding

• You’ll be shown the dedicated Call Management forwarding number.

• You will need to forward your property’s main number to this number.

• While HappyCo cannot complete this for you, we provide helpful guidance within the Setup Wizard.

To learn more about call forwarding and our IVR options click here.

✅ Checkpoint: Forwarding number noted and routing configured.

Step 6: Final Setup Wizard Review

• You’ll see a summary of your call menu and configurations.

• Review and finalize the setup.

• Once complete, you can begin managing your on-call schedules in the main calendar view.

🎉 You’re all set! Your Call Management system is configured. continue for a deeper dive.

For Existing Users

If you’re already using Call Management and have your roles and community settings configured, you can skip the Setup Wizard and begin scheduling directly.

All features—such as call trees, notifications, and message settings—remain accessible through manual setup within the platform.

Creating Your First On-Call Schedule

To create a schedule:

1. Navigate to the On-Call Scheduler

2. You can either click the New Schedule button or a date on the calendar
   This opens the New Schedule drawer with three tabs:

   • Schedule Details

   • Call Tree

   • Recurrence

Schedule Details

• The pre-filled date is based on what you selected, but you can manually update the date and time.

• To set a full-day schedule, click Set to Full Day.

• To enter custom hours, use the Start and End fields.

Call Tree

• Use this tab to assign staff who should receive emergency calls and SMS notifications.

• Assign a Primary On-Call Technician from the dropdown.

• Add one or more Backup Technicians with custom time delays (ex: wait 5 minutes before escalating).

  • Time delay ranges from 0 to 9 minutes

• While there’s no limit to the number of backups, 3–5 backups is the recommended range for optimal coverage.

• If there is no answer the call tree will resort to either the Maintenance Supervisor or Property Manager by default. 

🔒 Note: If you are not seeing a user, they must be added as team members in Admin Center, and you’ll need the appropriate role permissions to make those changes.

Example Escalation Flow

1. Primary Tech → 0 min

2. Backup 1 → after 5 min

3. Backup 2 → after 3 min

4. Property Manager → after 15 min

Setting Up Schedule Rotations

Recurrence Options:

• No Recurrence: Use this option if the schedule is a one-time occurrence with no repeat pattern.

• Custom Recurrence: Select this to create a repeating schedule based on your team’s needs.

Custom Recurrence Settings:

• Repeat Every
  Choose the frequency of repetition from the dropdown. Options include:

  • Weekly

  • Bi-Weekly

  • Monthly

• Repeat On
  Choose the specific days of the week that the schedule should repeat (Sunday through Saturday).

• Ends: Choose when the recurrence should stop:

  • On a specific date (using the calendar selector)

  • After a set number of occurrences

Once configured, click Add Schedule to save the recurring schedule.

All About Scheduling

Schedule Actions via the Ellipses

For any day on the calendar, click the ellipses to access advanced options:

• Duplicate Schedule
  Creates a copy of an existing schedule. You’ll be prompted to:

  • Select a new date

  • Adjust the start and end times

  • Optionally configure a recurrence pattern

• Add Exception
  Use this when you need temporary coverage changes for a specific date.

  • Select a replacement contact

  • Set the start and end time for the exception

  • This is helpful for last-minute changes such as sick days or special events

• Delete All Schedules
  Removes all schedules and exceptions for the selected date.

  • You will receive a warning:
    "All schedules and exceptions for this day will be deleted and are not recoverable. Are you sure you want to delete all schedules for this day?"

This view is especially useful for planning future rotations and quickly verifying coverage gaps. If you notice a day without a green checkmark, you can click that date to create or adjust the schedule as needed.

Bulk Updates for On-Call Schedules

Delete schedules in bulk

• Click into a schedule (this is the light purple box with the on-call persons name)

• The schedule drawer will open on the right side.

• From the drawer, open the three-dot menu (⋮) → select Delete Schedule.

• Choose whether to delete:

  • This schedule only

  • This and future schedules (select an end date to confirm how far out to delete).

• Confirm your choice. All selected schedules will be removed in bulk.

Update schedules in bulk

• Click into a schedule (light purple box with the on-call person’s name).

• The schedule drawer will open on the right side.

• Choose whether to update:

  • This schedule only

  • This and future recurring schedules (select a date range).

• Make your updates, such as:

  • Adjusting timeframes for on-call coverage

  • Changing the assigned person

  • Adding or removing backup team members

• Confirm your changes. Updates will automatically apply in bulk across the selected date range.

   

Move & Duplicate On-Call Schedules

You can easily drag, drop, and replicate schedules across the calendar without having to rebuild them from scratch.

Move Schedules

• Click on the Move icon for the schedule and date you want to adjust.

• 

• The calendar background will turn green, highlighting the new date you’re targeting.

• Drag the schedule to the new date and release.

• A scheduler drawer will open with a confirmation flow.

• Choose whether to update:

  • This schedule only

  • This and future recurring schedules (select a date range).

• Review the details, click Next → Save, and the schedule will be updated to the new date.

Duplicate Schedules

• Click the Duplicate icon for the schedule you want to copy.

• The schedule drawer will open, allowing you to make any edits before duplicating.

• Drag the duplicated schedule across the calendar. The background will turn blue, and you’ll see “Drop to Replicate”.

• Place it on the desired dates.

• If there are overlaps, you’ll see a warning (e.g., “This may overlap with existing schedules — do you want to continue?”). Confirm to complete the duplication.

• You can choose to duplicate just that schedule or apply changes to future schedules as well.

Viewing and Managing the On-Call Schedule Calendar

The On-Call Schedule tab displays a calendar view that makes it easy to see and manage daily coverage at a glance.

Calendar Navigation

At the top of the page, you'll see the current month displayed.

• Use the left and right arrows to move between months.

• Use the view toggles to switch between Month, Week, and Day views.

• Click Today to jump back to the current day and highlight today’s coverage.

Understanding Calendar Icons

• A circle with a checkmark indicates full-day coverage has been configured for that date.

• Days without these icons may have partial coverage or none at all.

Day View

Week View

Month View

Call Management Settings

Users in the Teams Section

When you're in Settings and select the Teams tab from the dropdown, you'll see a list of users assigned to the selected property. This view helps you visualize who is currently part of the onsite team.

🔒 Note: To add, remove, or edit user details (like name, email, or phone number), you must go to the Admin Center, and you’ll need the appropriate role permissions to make those changes.

However, within the Teams screen, you can manage notification preferences for each user:

1. Click on a user to open their profile.

2. You'll see two tabs: Details and Notifications.

   • The Details tab displays basic information (name, email, phone) as read-only fields.

   • The Notifications tab is where you can customize what types of alerts that user receives.

3. Under Notifications, you can enable or disable alerts for categories such as:

   • Emergency Maintenance

   • Routine Maintenance

   • Courtesy Officer

   • Leasing Agent

   • General Inquiries

4. For each notification type, you can toggle delivery via SMS, email, or both.

Once you've made your selections, don’t forget to click Save to apply the changes.

Community Settings Overview

Under the Settings tab, you'll find a Community dropdown. This section helps define key communication and escalation preferences specific to the selected property. The Community tab includes three subtabs: Contact Information, Office Hours, and Resident Communications.

1. Contact Information

This tab displays essential contact details for the community, including:

• Community Name

• Backup Contact – This is the fallback person who receives calls if no one is on-call or if the on-call contact doesn’t respond.

• Escalation Contact – The final point of contact if both the primary and backup contacts are unresponsive.

🔐 Note: Only users with the Manage Call Management Community Settings permission can be assigned as an Escalation Contact (by default, this includes Admins and Process Managers).

⚠️ Required Field: You must assign an Escalation Contact to ensure there is always someone reachable in case of emergency.

Additional roles you can assign here:

• Leasing Agents – For handling leasing-related inquiries via the IVR system.

• Courtesy Officer – For routing specific non-emergency calls after hours.

2. Office Hours

The Office Hours tab allows you to configure daily open and close times for the property:

• Set custom hours for each day of the week.

• Use the “Apply to All” button to apply the same hours across multiple days, saving time.

• Hours can be updated at any time and impact after-hours routing and notification logic.

3. Resident Communications

This tab includes three important toggles to manage resident messaging behavior:

1. Maintenance Survey

   • Sends a 1–5 rating request via text after an emergency on-call work order is completed.

2. Task Alert

   • Sends a notification to the resident once a work order has been created based on their voicemail submission.

3. Proof of Task Completion

   • Requires the on-site technician to upload a photo before the task can be marked complete.

These settings help ensure residents stay informed and that your team maintains a record of completed work.

4. Call Forwarding

The Call Forwarding tab provides important information for routing your property’s phone number to the Call Management system.

⚠️ Please note: Call forwarding is not managed by HappyCo — it must be configured through your phone service provider.

At the top of this tab, you’ll find general instructions and best practices to help guide the setup process. These instructions serve as a starting point only; specific steps may vary depending on your phone carrier.

To ensure Call Management functions properly, you must forward your property's main phone number to the forwarding number displayed on this page. Without this step, the system will not be able to receive and route incoming calls.

If you need help understanding the instructions, our team can assist with guidance — but the final configuration must be completed through your phone provider.

4. Answering Service

• Enter a Welcome Message (max 200 characters) to be played when a call is received.

• Preview your message directly from the screen using the Play button.

• You can also call your property’s number to hear a live preview.

Using the Notify Tab

The Notify tab in Call Management offers three tools to broadcast messages to your residents. You’ll find these options in the dropdown menu:

1. Resident Alert

2. Community Broadcast

3. Special Announcement

Let’s walk through each one:

1. Resident Alert

The Resident Alert feature allows you to send an immediate voice message to residents via an automated phone call.

• Simply type your message in the provided field.

• The system will convert your text to speech and play it as a phone message when residents call in.

• Resident Alerts appear before the standard IVR menu, ensuring residents receive urgent information (like water shutoffs, elevator outages, or safety notices) right away.

Use Cases:

• Emergency notifications

• Time-sensitive updates

• Service interruptions

✅ Bonus Feature: You can also update Resident Alerts by texting HELP to your community’s Call Management forwarding number. This enables mobile updates while on the go.

Why it matters: Resident Alerts are a fast and reliable way to get critical messages in front of residents before they navigate your phone menu — reducing confusion and improving communication.

Community Broadcast

The Community Broadcast feature enables mass communication via email, SMS, and automated voice calls to residents, community staff, and property managers. It’s ideal for sending non-urgent but important messages across a wide audience.

You’ll find two options in this section:

1. Text Broadcast

• Opens a New Broadcast drawer where you can:

  • Add a title

  • Enter your message

  • Choose your delivery method:

    • 📞 Phone call (audio via text-to-speech)

    • 💬 SMS (text message)

    • 📧 Email (text-based message with optional attachments)

• Tip: You can toggle one, two, or all three delivery methods.

• Attachments: Only supported in email broadcasts.

• Once configured, click Add Broadcast to send.

2. Audio Broadcast

• Record your own voice message by:

  • Calling the number shown on-screen

  • Entering the PIN code

  • Recording your message over the phone

• If the screen doesn't update after recording, perform a manual refresh

• Audio messages are delivered via automated phone calls

Broadcast Management Table

• View all active and past broadcasts in a table view

• Columns show:

  • Message type (phone, SMS, email icons)

  • Recipients

  • Email address (if applicable)

  • Audio playback option for voice broadcasts

Use Case Examples:

• Resident reminders (e.g., pool closures, package policy updates)

• Staff alerts or corporate communications

• Scheduled messages for birthdays, holidays, or events

🚨 Special Announcement

The Special Announcement feature allows you to broadcast an urgent or important message to all callers — it plays before any menu options in your call flow.

• These announcements are heard immediately when someone calls the property, making them ideal for time-sensitive alerts

• Messages are created using text-to-speech with the “Joanna” voice

• Common use cases:

  • Health & safety alerts (e.g., pandemic protocols)

  • Weather-related notices

  • Office closures

🛠️ Technical Notes:

• Audio files are generated in .wav format

• Only one active Special Announcement can run at a time

• Edits and updates are made via the Call Management portal

Feature Comparison: Notify Options

Messages tab

The Messages tab acts as your team’s inbox for all resident communications received through your Call Management number. Messages are automatically sorted into categories, allowing teams to respond quickly and stay organized.

Message flow

1. A resident calls the property’s main number

2. Based on call type, the system creates a message entry

3. If the call is a voicemail, a recording and transcript are attached

4. The message appears in the correct category for staff to manage

Message categories

Messages are divided into three categories:

1. General messages

• Purpose: Handles general inquiries and vendor communication

• Examples: Package delivery questions, amenity access, parking issues

2. Leasing messages

• Purpose: Covers leasing-related inquiries

• Examples: Unit availability, lease terms, application status

3. Courtesy officer messages

• Purpose: For security or community-related concerns

• Examples: Noise complaints, property disturbances, unauthorized access

Viewing and managing messages

In the main table view, click on the Inbox and the Call Type (General, Leasing, Courtesy) to view any messages, each message includes the following:

• Date and time received

• Caller name and phone number (carrier and device type included)

• Message type (General, Leasing, Courtesy)

• Voice recording status (if voicemail)

• Current status (New, Open, Complete)

• Notes field for internal comments

To listen to a voicemail, click the play button next to the message. You’ll see the full transcript and playback controls.

Adding internal notes

You can add short notes to messages for tracking or follow-up:

1. Click on the text in the Message column

2. A note drawer will appear

3. Enter your comment (up to 150 characters)

4. Click Add Note to save it

Notes appear in the message’s row and can be edited later if needed.

Mobile experience

• Messages sync across all devices in real time

• Voicemails are transcribed automatically (when possible)

• SMS threads are preserved and display full history

• Any attached photos or documents are kept in the thread

Best practices

• Check each message category daily

• Add internal notes to document actions or next steps

• Archive completed messages to keep your inbox manageable

• Listen to voicemails and confirm the transcript is accurate

• Watch for recurring issues by reviewing archived messages

This structure helps teams manage communication efficiently while maintaining clear workflows for different types of inquiries.

🎓 Graduation: You’re a Call Management Expert!

You now know how to:

• Set up and configure a complete on-call system
• Build custom call trees
• Manage rotating schedules and emergency workflows