Overview

The new Call Management experience is currently in Early Access. This update is designed to make after-hours coverage simpler, more reliable, and easier to manage at scale. By reducing the complexity of scheduling and escalation paths, this release provides teams with greater control and visibility over their call management workflows.

Key Concepts

The new Call Management experience focuses on simplifying administration, scheduling, and call routing, while preserving the core functionality your team relies on.

Centralized Administration: Call Management is now integrated directly into the HappyCo Admin Center and Settings. Users, roles, and properties are managed in a single location, eliminating the need for separate Call Management-specific roles and reducing duplicate setup.

Visual Scheduling: The updated scheduling interface provides clear visibility into coverage by day, week, or month. This visual approach makes it easier to create future schedules, manage rotations, and quickly identify any gaps in coverage. This is especially beneficial for teams managing multiple properties or rotating technicians.

Configurable Routing and Escalation: Call trees are now more explicit and highly configurable. The system clearly defines:

• Who receives the initial call
• When backup contacts are notified
• Where calls are routed if they go unanswered

Core Functionality Preservation: This update is an enhancement to the existing system, not a complete replacement. The following elements remain unchanged:

• Core call flows, escalation logic, and notifications
• Your existing schedule configurations (no reconfiguration required)
• Call forwarding (which remains managed through your phone provider)

FAQs

Do I need to take immediate action to migrate to the new experience?

No. Call Management will be rolled out in phases. HappyCo will communicate migration timelines in advance and provide training materials before each phase begins.

Will my existing call flows or notifications change?

No. Core call flows, escalation logic, and notifications will continue to work exactly as they do today.

Where can I find detailed setup instructions?

For a complete walkthrough of setup, scheduling, call trees, and notifications, refer to the full Call Management setup and usage guide.