Note: This article covers Call Complete. For the current experience, see our Call Management articles.

Overview

Call Complete voicemails are routed to different areas in Manage depending on the type of call. Emergency Maintenance calls are automatically generated as tasks and managed in the Tasks tab. Leasing, Courtesy, and General/Routine Maintenance voicemails are managed directly within the Call Complete tab.

Key Concepts

• Maintenance Priorities: Emergency maintenance messages are marked as Urgent, while routine messages are marked as Normal.
• Archive vs. Trash: For Leasing, Courtesy, and General/Routine Maintenance messages, archiving removes the message from your open view but saves it in the system. Moving a message to Trash will permanently delete it from the system after 30 days with no self-serve restore path.

Requirements

• Only HappyCo Account Administrators can delete maintenance tasks.
• To access the Call Complete tab, you must be added as an on-site team member by your account administrator.

Steps

Managing Emergency Maintenance Messages

Emergency maintenance messages are not located in the Call Complete tab.

1. In Manage, click on the Tasks tab on the left under Apps.

2. Click the Add Filters button in the upper right corner.
3. Toggle on the Voicemail option and click Apply Filters. (Note: Only Call Complete generated tasks will have voicemails attached).

4. Click on any task to open the details view, or use the search bar in the upper right to search for specific units, categories, etc.
5. Review the task. You will see a transcript of the voicemail, a playable message, and any previous activity under the Task Activity section.

• Optional: Download the voicemail or adjust playback speed by clicking the three dots to the right of the volume icon.

6. To update the task, type in the Post an update or question here box at the bottom and click Comment. You can also upload photos or files using the Attach Files option.
7. To update the task status, click the drop-down menu next to Status in the upper right corner:

• Select Complete when the work is finished. This moves it to the Complete queue. (To view completed tasks, click the drop-down next to Tasks and Maintenance at the top and select Complete).
• Select On Hold to keep the task in the Open queue.

Managing Leasing, Courtesy, and General/Routine Maintenance Messages

1. In Manage, click on the Call Complete tab on the left under Apps.
2. Select the Messages tab. This view defaults to your Inbox of open Leasing messages.
3. Click the drop-down box next to Messages at the top to change your view to Courtesy or General/Routine Maintenance messages. Use the arrows next to the month and year to view different months.

1. Click the blue Voice Message button to open and listen to a message.
   • Optional: Download the voicemail or adjust playback speed by clicking the three dots to the right of the volume icon.
2. To add a note, click the blue Add button under the Note section to the right of the message. Notes are timestamped. (If notes have previously been added, this button will say Update).
3. To clear messages from your Inbox, click the circle to the left of the messages (or click the circle next to Bulk Actions to select all messages in the currently viewed month).
4. Click Bulk Actions and select either Move to Trash or Archive.

FAQs

Why can't I find my maintenance messages in the Call Complete tab?

Maintenance messages do not appear in the Call Complete tab. They automatically generate as actionable items and are located under the Tasks tab in Manage.

How do I know which maintenance tasks came from Call Complete?

When viewing your Tasks, use the "Add Filters" button to turn on the Voicemail filter. Only tasks generated by Call Complete will have voicemails attached to them.

How do I find Leasing, Courtesy, or General/Routine Maintenance messages that I previously archived or deleted?

Navigate to the Messages tab under Call Complete. Click on Inbox to open a menu where you can switch your view to see archived and deleted messages.

Why can't I delete a maintenance message?

The ability to delete tasks is restricted. Only HappyCo Account Administrators have the permissions required to delete tasks.

Do users receive any notification when a new voicemail arrives? 

Users can receive email notifications for new Call Complete voicemails if their notification preferences are enabled.