The new Call Management experience (Early Access) is an update to after-hours call coverage that brings centralized administration, visual on-call scheduling and configurable call routing and escalation. Use it to manage on-call schedules and escalation paths with more control and visibility, especially across multiple properties or rotating technicians.
In this article
- Permissions needed to edit the on-call schedule and call trees
- Fixing "your current access level doesn't allow you to make these changes"
- Give a user permission to edit the on-call schedule (Admin Center)
- Who can be placed in a call tree
- After a staff change
- Visual on-call scheduling
- Call routing and escalation (call trees)
- Emergency fallback contacts and team notification settings
- Frequently asked questions
Early Access is rolled out in phases
Rolled out in phases. HappyCo communicates migration timelines and provides training materials before each phase.
Permissions needed to edit the on-call schedule and call trees
To edit the on-call schedule and call trees, a user needs both of these:
- The Manage Call Management On-Call Schedule permission enabled
- Access to the property
| Where you are editing | Permission needed |
|---|---|
| On-call schedule or call trees | Manage Call Management On-Call Schedule |
| Settings → Community (office hours, contact information) | Manage Call Management Community Settings |
| Settings → Teams (team member notification settings) | Manage Call Management Users Settings |
| Answering Service welcome message | Edit Call Management Answering Service |
| Resident Alert, Community Broadcasts or Special Announcement | The matching Manage or Edit permission |
Fixing "your current access level doesn't allow you to make these changes"
This message means your role is missing the Call Management permission for the screen you are editing. Use the table above to find which permission that screen needs. An Admin updates the role in the Admin Center's Roles page.
Ask someone with full Admin access
A user can only grant permissions their own role already holds, so the fix has to come from someone with full Admin access.
Give a user permission to edit the on-call schedule (Admin Center)
-
Open Settings → Roles
In Admin Center, go to Settings → Roles. -
Open the role
Open the user's role, or create a custom role. -
Turn on the Call Management permissions
Under Call Management, check Manage Call Management On-Call Schedule, and View Call Management On-Call Schedule if it isn't already on. -
Save the role
Save. -
Open Settings → Users
Go to Settings → Users and open the user. -
Assign the role
Assign that role with access to the property.
Faster option: the Process Manager role
Alternatively, assign the user the Process Manager role, which includes call tree editing by default.
Who can be placed in a call tree
No role grants this on its own anymore. Any user on the property's Call Management team can be placed in a call tree.
- Putting someone on the call tree for emergency calls: the editor needs Manage Call Management On-Call Schedule
- Administrator and Process Manager have it by default
After a staff change
When someone new takes over the on-call schedule, make sure the new person has both the Manage Call Management On-Call Schedule permission and access to the property. An Admin updates the role in the Admin Center's Roles page.
Visual on-call scheduling
The scheduling view shows coverage by day, week or month. Use it to create future schedules, manage rotations and spot gaps in coverage.
- Day, week and month views
- Future schedules and rotations
- Coverage gaps visible at a glance
Call routing and escalation (call trees)
Call trees are explicit and configurable. Each call tree defines:
- Who receives the initial call
- When backup contacts are notified
- Where calls are routed if unanswered
Emergency fallback contacts and team notification settings
Emergency fallback contacts are set in Settings → Community → Contact Information, which requires Manage Call Management Community Settings. The Backup Contact is the Maintenance Supervisor and the Escalation Contact is the Property Manager.
- Team member call and notification toggles (flip phone, general inquiries): Settings → Teams
- Editing them requires Manage Call Management Users Settings
- Administrator and Process Manager have it by default
Call forwarding is managed by your phone provider
Call forwarding is not set up in Call Management. It stays managed through your phone provider.
Frequently asked questions
Who can edit the on-call schedule after a staff change?
Users with the Manage Call Management On-Call Schedule permission enabled and access to the property can edit the on-call schedule. Make sure the new person has both.
Where did the Assignable to Call Management On-Call Schedule permission go?
The old Assignable to Call Management On-Call Schedule permission didn't enforce anything and has been removed from the Admin Center. Any user on the property's Call Management team can be placed in a call tree.
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.
Watch: How to Post Property Notices in Call Management →Watch: Joy Voice AI: Call Management, Upgraded (no outro) →