Overview

The Community tab within the Call Complete Standalone Portal allows you to configure your property's contact information, office hours, and resident communication preferences. These settings determine how emergency and courtesy calls are routed, when notifications are delivered, and what automated text messages residents receive regarding their maintenance requests.

Requirements

You have to be set as the Property Manager to save changes made in the Community tab under settings.

Key Concepts

• Property Manager: The designated leasing team member who serves as the default contact for Emergency Maintenance calls if no one is scheduled on-call and no Maintenance Supervisor is listed on the Maintenance Team.
• Courtesy Officer: A chosen member of the Maintenance Team who determines who receives courtesy calls for the property.
• Last Night's Activity Email: A summary of calls received after office hours. This email is automatically sent out each morning, 30 minutes prior to the start of your scheduled office hours.

Steps

Updating Contact Information

Assign a primary Property Manager or Courtesy Officer to ensure calls are routed to the correct individuals.

1. Click on the Settings tab and select Community.
2. Under Contact Information, click on the drop-down box to the right of the Role (Property Manager or Courtesy Officer).
3. Select the name of the user that should be assigned to the role.
4. Scroll down and click the Save button in the lower right corner.

Setting Up Office Hours

Your configured office hours dictate whether incoming calls trigger real-time email notifications (during office hours) or are held and summarized in the Last Night's Activity email (after office hours).

1. Click on the Settings tab and select Community.
2. Scroll down to the Office Hours section.
3. Select the appropriate time zone for your property.
4. Enter the business hours for each day. Any day can be set as Closed. 
   • Note: Once you have entered the hours for Monday, you can click the Copy Tues-Fri button to duplicate these hours for the remaining weekdays. Weekends have to be set separately. 
5. Click the Save button in the lower right corner.

Setting Up a Special Announcement

Special Announcement is a Call Complete IVR feature that injects an extra message into the phone tree before or around the standard greeting/menu. Do not use a Special Announcement if you need a resident alert message that will only be heard for maintenance calls.

1. Click on the Settings tab and select Community.
2. Scroll down to the Additional Options button.
3. Click the drop-down arrow next to Message under Special Announcement.
4. Select one of the preset options, or select Custom to create your own.
5. If you select Custom, a Custom Message box will appear beneath. Enter your message and then click the Listen button to ensure it sounds correct.
6. Once you are satisfied with the message, scroll down and click the green Save button.

When to Use This

• Use a Special Announcement when you want a message to be heard by anyone calling the property line.

Community Resident Communications

Under Resident Communications, toggle the Yes/No switch next to each option you want to enable or disable.

• Click the blue Save button in the lower right corner to apply your changes.

You can enable three distinct resident communication features depending on your property's workflow needs:

1. Maintenance Survey

This option automatically sends a Resident Satisfaction text message to a resident once their Emergency Maintenance request is marked Complete by the On-call technician. The text prompts the resident to rate their experience on a scale from 1 to 5.

• If the resident replies with a 4 or 5: They receive a follow-up text encouraging them to write a review. If submitted, this review is saved in the detailed Audit Trail for that emergency maintenance request. 
• If the resident replies with a 1, 2, or 3: They receive a follow-up text encouraging them to call the office during normal business hours to speak with an associate and resolve any outstanding issues.

3. Proof of Task Completion

This option enforces quality control by requiring the maintenance technician to upload a photo to the activity log before they can mark a task as completed.

Troubleshooting

FAQs 

How do office hours affect when I receive email notifications?

Calls received during your listed office hours are sent as real-time email notifications. Calls received after those hours are summarized in the Last Night's Activity email, which is sent 30 minutes before your office hours begin the next morning.