Overview

Masked Call Routing allows technicians to call residents directly from the Happy Property Maintenance app without exposing their personal phone numbers.

When a technician taps "Call Resident" in the app, the call is automatically routed through the property's Call Forwarding Number. This number appears on the resident's caller ID, protecting the technician's privacy and increasing the likelihood that the resident will answer. Once completed, the call is automatically logged in the task’s activity history.

This feature works both online and offline and requires no extra training or setup codes for technicians.

Requirements

To use Masked Call Routing, the following conditions must be met:

• App Version: Technicians must be using the latest version of the Happy Property Maintenance app.
• Call Management: Call Management must be enabled for the property to display the property's forwarding number.
• Status: This feature is currently in Early Release.

Steps

Enabling Masked Call Routing

Administrators can enable this feature for the property by following these steps:

1. Log in to manage.happyco.com.
2. Navigate to Settings > Admin Center > Release Updates.
3. Search for "Masked Call Routing for Technicians".
4. Open the release and click Enable at the bottom.

Note: Once enabled, Call Masking is automatically applied for technicians calling residents from the app, provided Call Management is enabled and the app is up to date.

Viewing the Call Forwarding Number

To verify the exact number residents will see on their caller ID:

1. Open the Profiles tab in Call Management.
2. Click the Call Forwarding dropdown.
3. The number displayed here is the number residents will receive calls from.

Exceptions / Edge Cases

Customers Without Call Management If Call Management is not enabled for your property, technicians can still use Masked Calling, but it is restricted to the U.S. only.

Instead of seeing a property-specific number, the resident will see a generic "Private Number" or "Unknown Caller" on their caller ID.

Troubleshooting

• Problem: The "Mask Call" option does not appear in the app when attempting to call a resident (for non-Call Management customers).
• Cause: The device's region settings may not be configured to the United States.

• Resolution: 1. Go to your device's Settings > General > Language & Region. 2. Ensure the Region is set to United States. 3. If the region is already set to the U.S., temporarily switch to another region, then switch back to the United States. 4. Restart your device.

  After restarting, the mask call option should appear when placing calls.

FAQs

How can we ensure residents answer calls from the Call Forwarding Number?

We highly recommend asking residents to save the property's Call Forwarding Number as a contact in their phones. This helps ensure the number is recognized as onsite staff and prevents the call from being marked as spam.