Overview

You can now verify an on-call team member's mobile phone number by SMS before scheduling them. This ensures you're reaching people on valid, active numbers and prevents scheduling issues caused by incorrect or outdated contact information.

Only verified on-call team members can be scheduled.

Only users who have "Manage Call Management Users Settings" access to the Settings page will be able to verify team members. 

How to Use It

Step 1: Check Verification Status

You can see whether an on-call team member's phone number is Verified or Unverified in:

• Call Management Settings (if you have permission to view this page)

• On-Call Schedule

• The Call Management Setup Wizard

Unverified members are clearly labeled with a warning message explaining what to do next.

Step 2: Send a Verification Text

Verification is started from Call Management Settings.

1. Go to Call Management Settings
2. Find the on-call team member with an Unverified status.
3. Click Verify now.

4. 

5. If the user was already verified, but you need to reset their verification, you can always, click Resend verification when applicable

The on-call team member will receive a text message. 

Once they reply with any text, their number is automatically marked Verified.

If there's an issue sending the text, you'll see an error and the status will remain Unverified. To prevent spam, verification texts cannot be resent repeatedly within a short time period.

Please save the contact number the text comes from to avoid any alert interruptions. You can always find the number you will receive texts from in the Settings page, under the SMS Opt-in

Step 3: Schedule Verified On-Call Team Members

• Unverified on-call team members cannot be scheduled and will be excluded from selection in scheduling flows.

• You'll see a message explaining that verification is required, along with a shortcut link to Call Management Settings to complete it.
• Once the member replies to the SMS and becomes Verified, they can be selected and scheduled normally.

What Happens If a Phone Number Changes?

If a verified on-call team member's phone number is updated, their status automatically resets to Unverified. You'll need to send a new verification text to confirm the new number before scheduling them again.

Tip: If you are still not receiving alerts, Text "START" to the phone number listed in the Notifications tab (note: the number in the screenshot below will be different to what number you will see on your side) 

You will then receive a text message that says 

"NETWORK MSG: You have replied "start" and will begin receiving messages again from this number"

Then, re-verify in the Call Management Settings, Notification tab for that user

The team member will receive this text

Once setup

When an alert is sent to an on-call user, they will see a text message similar to this showcasing the property name.

Why This Matters

• Confirms you're reaching on-call team members on real, active phone numbers
• Reduces failed calls and missed appointments
• Prevents scheduling someone you can't reach
• Improves reliability for time-sensitive communication

Access

Verification can be initiated by onsite web users from Call Management Settings. On-call team members cannot verify themselves inside the app — they simply need to reply to the SMS to complete verification.