Current Release status: Early Access

We’re rolling out a new and improved Call Management experience designed to make after-hours coverage simpler, more reliable, and easier to manage at scale.

If you’ve ever worried about missed calls, unclear escalation paths, or complicated scheduling, this update is built to reduce that stress while giving your team more control and visibility.

This article and video below covers what’s changing, what to expect, and how we’re de-risking the transition.

What’s changing 

The new Call Management experience focuses on three big improvements:

1. Simpler user setup and administration

Call Management now lives more cleanly within HappyCo’s Admin Center and Settings experience. Users, roles, and properties are managed in one place, reducing duplicate setup and confusion.

What this means for you:

• No separate Call Management-specific roles to manage

Call Complete Previous experience

Call Management Modernized experience

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  2. More flexible, visual on-call scheduling

  We’ve rebuilt scheduling to make it easier to plan coverage and spot gaps at a glance.

  You’ll be able to:

  • View schedules by day, week, or month

  • Create future schedules and rotations with less friction

  • Quickly see which days have full coverage

  This is especially helpful for teams managing multiple properties or rotating technicians.

Call Complete Previous experience

Call Management Modernized experience

• ---

  3. Clearer call routing and escalation

  Call trees are more explicit and configurable, so it’s always clear:

  • Who gets the call first

  • When backups are contacted

  • Where calls go if no one answers

  This reduces guesswork during emergencies and helps teams feel confident that calls won’t fall through the cracks.

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• What’s not changing

• Call handling is mission-critical, so we’ve been intentional about what stays the same.

• Core call flows, escalation logic, and notifications continue to work as they do today

• Existing users can keep managing schedules without reconfiguring anything

• Call forwarding remains managed through your phone provider

• In short, this is an upgrade — not a rip-and-replace.

• Migration and timing

• Nothing is changing overnight. Call Management will be rolled out in phases, and HappyCo will communicate migration timelines in advance. There is no immediate action required, and training materials will be provided before each phase.

• Want the full walkthrough?

• If you’re ready to dive deeper, check out our step-by-step Call Management guide covering setup, scheduling, call trees, and notifications.

• 👉 Continue to the full Call Management setup and usage guide