Overview

The Flip Phone (Resident Voicemail) Support feature enables maintenance technicians using flip phones or basic devices to respond to emergency work order requests seamlessly. Technicians can receive voicemail notifications, call residents back securely, and maintain communication records without requiring smartphones.

This feature addresses the needs of properties where smartphones have not been operationalized, allowing teams to maintain efficient workflows without costly device upgrades.

Key Benefits

For Technicians:

• Receive emergency work order voicemails via a phone call.
• Securely call residents back using a masked number to protect privacy.
• Maintain full call recording and response time tracking, ensuring accountability.

For Property Managers:

• Avoid costly device upgrades while still leveraging Call Complete functionality.
• Ensure all technicians can manage emergency requests effectively, regardless of their device type.
• Enable consistent communication workflows across the portfolio.

How It Works

Pre-Requisite: Must be assigned as a Maintenance Supervisor or Maintenance Technician role.

1. Feature Activation:
   • Enable the Flip Phone User toggle in the supervisor or technician's profile within Call Complete.
2. Technician Workflow:
   • When an emergency work order is reported, the technician receives a call with an audio notification of the request.
   • The voicemail provides the resident’s message and prompts the technician to call back.
   • The technician uses their keypad to:
     • Press 1: Hear a new message.
     • Press 3: Go to the next message.
     • Press 7: Replay the previous message.
     • Press 9: Call the resident back securely, with their personal number masked.
3. Call Recording and Tracking:
   • All calls are recorded, and response times are calculated from when the message is left to when the technician calls back.

Limitations

• Available only for Maintenance Supervisor and Maintenance Technician roles.
• Messages are archived after 7 days.
• Does not include an option to delete messages or mark tasks as complete via voicemail.
• Completion time for work orders is not tracked for voicemail users.

Customer Impact

• Integration Impact: None. The feature works seamlessly across all integration platforms (Yardi, RentManager, Resman, MRI, etc.).
• Key Use Cases:
  • Properties with technicians who do not use or have access to smartphones.
  • Communities looking to implement Call Complete without requiring device upgrades.

Summary

The Flip Phone (Resident Voicemail) Support feature empowers properties to adopt Call Complete without requiring smartphone adoption. By enabling advanced call Complete through basic devices, HappyCo continues to provide flexible, reliable solutions that meet the diverse needs of customers and their teams.

For any questions about this feature, please contact your Customer Service Manager or reach out to support and submit a request.