Overview

Call Management allows properties to route incoming calls, schedule on-call maintenance teams, broadcast messages to residents, and manage inbound messages and voicemails. The system features centralized user management and a flexible calendar view to ensure your property always has optimal coverage.

Requirements

Before configuring Call Management, ensure the following conditions are met:

• Access: You must have property access and a default role (Admin, Process Manager, Standard, or Limited) to use Call Management.
• User Management: All team members must be added through the Admin Center. Call Management relies on the Admin Center for all user profile data (name, email, phone number, and roles).
• Escalation Permissions: To assign an Escalation Contact in the Community Settings, you must have the Manage Call Management Community Settings permission (included by default for Admins and Process Managers).

Accessing Call Management

1. Log into your HappyCo account.
2. Navigate to the Call Management tab.
3. Click on the Settings tab to begin configuration.

Role access

Initial Setup Wizard

If you are configuring a property for the first time, the Setup Wizard provides a guided workflow. (Existing users with configured roles and settings can skip the wizard and schedule directly).

To launch the wizard, navigate to Settings, click the dropdown next to the Settings heading, and select Setup Wizard.

Configure Office Hours: Set your time zone and establish custom open/close times for each day. Use "Apply to All" to quickly duplicate weekday hours. Note: These hours dictate when after-hours routing begins.

Review Your Onsite Team: Verify that all necessary team members appear. If a user is missing, they must be added via the Admin Center.

Build Your First Call Tree: Select a Primary On-Call Technician and assign Backup Technicians. You can set a custom time delay (0 to 9 minutes) before the system escalates the call to the next person. When 0 minutes is selected, the backup contact is immediately reached out to as soon as the primary attempt is considered “no answer” by not opening the request from the SMS link. (3–5 backups are recommended).

• Default Escalation: If no one in the call tree answers or it is empty, the system automatically routes the call to the Maintenance Supervisor and then the Property Manager.

Customize Your Answering Service: Enter a Welcome Message (maximum 200 characters) that plays when a call is received. You can preview the audio directly in the browser or by calling your property number.

Set Up Call Forwarding: Note the dedicated Call Management forwarding number provided on the screen. You must contact your phone service provider to forward your property’s main number to this routing number.

Final Review: Review your configurations and save to finalize the setup.

Scheduling and Calendar Management

Creating a Schedule

1. Navigate to the On-Call Scheduler tab.
2. Click New Schedule or click directly on a calendar date.

3. In the Schedule Details tab, select Set to Full Day or enter custom start and end times.

4. In the Call Tree tab, assign your Primary and Backup Technicians.

5. In the Recurrence tab, choose whether the shift repeats (Weekly, Bi-Weekly, or Monthly) and set an end date or occurrence limit if needed.

6. Click Add Schedule.

Editing, Moving, and Duplicating Schedules

• Move or Duplicate via Drag-and-Drop: Click the Move or Duplicate icon on an existing schedule block, then drag and drop it onto a new date. You will be prompted to choose whether to update just that schedule or all future recurring schedules.

• Bulk Updates: Click into an existing schedule to open the side drawer. From here, you can adjust timeframes, swap personnel, or delete the shift. You can apply these changes to a single schedule or in bulk to future recurring schedules.

• Exceptions: Click the ellipses (⋮) on a specific calendar date to Add Exception (ideal for sick days or temporary coverage changes), Duplicate Schedule, or Delete All Schedules for that day.

Viewing the Calendar

Toggle between Month, Week, and Day views to check coverage. A circle with a green checkmark on a date indicates that full-day coverage has successfully been configured. If a day has missing timeslots, the system will fill them with the default contact, and they will show on the calendar as a gray block and the label "Default".

Call Management Settings

Teams and Notifications

While user profiles are managed in the Admin Center, you can manage individual notification preferences within Call Management.

1. Navigate to Settings > Teams.
2. Select a user and click the Notifications tab.
3. Toggle SMS and Email alerts for different call categories (Emergency Maintenance, Routine Maintenance, Courtesy Officer, Leasing Agent, and General Inquiries).

Community Settings

Navigate to Settings > Community to configure property-wide preferences.

• Contact Information: Assign essential backup contacts. You must designate an Escalation Contact to ensure emergency calls are always answered. You can also route specific roles, such as Leasing Agents and Courtesy Officers.

• Office Hours: Adjust your property's open and close times as needed.

• Resident Communications: Enable automated workflows to keep residents informed:
  • Maintenance Survey: Sends a 1-5 rating request via text after an emergency work order is completed.
  • Task Alert: Sends an alert to the resident when a work order is generated from their voicemail.
  • Proof of Task Completion: Requires the technician to upload a photo before marking a task complete.

Notifications and Broadcasts (Notify Tab)

The Notify tab contains three tools for mass communication and urgent alerts.

• Resident Alert: An immediate text-to-speech voice message played for residents before they reach the standard phone menu. This is ideal for water shutoffs or time-sensitive updates. (You can also update this remotely by texting "HELP" to your forwarding number).

• Community Broadcast: A mass communication tool for non-urgent updates (e.g., event reminders, policy updates). Broadcasts can be sent via automated Phone Call, SMS, or Email. Emails support attachments. You can record custom audio for phone broadcasts by calling the PIN code provided once the process is started.

• Special Announcement: An urgent text-to-speech message (using the "Joanna" voice) that plays immediately for all callers before any menus. Only one Special Announcement can be active at a time.

Managing Inbound Messages

The Messages tab is the central inbox for all resident communications, voicemails, and SMS threads.

• Categories: Messages are automatically sorted into General, Leasing, and Courtesy inboxes based on the caller's menu selection.

• Voicemails: Click the play button next to a message to listen to the audio and view the automatic text transcript.

• Internal Notes: Click the text in the Message column to open the note drawer. You can add internal comments (up to 150 characters) to document follow-ups.

• Mobile Sync: Messages sync in real-time across devices, preserving full SMS history and any attached photos.

Troubleshooting