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

Overview

This article covers how to configure Community settings within Call Complete in Manage, including setting up standard office hours for your property, creating Special Announcements and an explanation about the Resident Communication options available.

Key Concepts

• Office Hours: Coinciding with your property's standard office hours, these determine how notifications are handled. During office hours, calls trigger real-time email notifications. After office hours, they are summarized in the Last Night's Activity email.
• Special Announcement: A preset or custom message that plays after the general greeting and is heard by anyone calling into your property phone line.

• Maintenance Survey: 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 1–5 scale.

Requirements

You have to be added to the on-site team to access the Call Complete tab.

Steps

Navigating to Community Settings

Both workflows begin with the same initial navigation:

1. Log into Manage and select your property.
2. Click the Call Complete icon on the left side under Apps.
3. Select the Profiles tab.
4. Next to the Profiles title at the top, click on the dropdown box (this will default to Teams) and select the Community option.

Configuring Office Hours

1. From the Community page, scroll down to the Office Hours section.
2. Select the appropriate time zone for your property.
3. Enter the business hours for each day. Once you have entered the hours for Monday, you can use the Copy Tues-Fri button to copy these business hours; weekends have to be set separately. Any day can be set as Closed. 
4. Select the blue 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. From the Community page, scroll past the Office Hours and select the Additional Options button on the lower left side.
2. Click the drop-down arrow next to Message under Special Announcement.
3. Select one of the preset options, or select Custom to create your own.
4. 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.
5. Once you are satisfied with the message, scroll down and click the blue 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

1. Under Resident Communications, toggle the Yes/No switch next to each option you want to enable or disable.
2. 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.

2. Create Tasks Alert

When enabled, this option automatically sends a text message to the resident as soon as a HappyCo task has been generated for their submitted message.

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.

FAQs

When is the Last Night's Activity email sent?

The Last Night's Activity email is sent out each morning 30 minutes prior to the start of your property's configured office hours.

Who hears the Special Announcement?

The Special Announcement is heard by anyone that calls into your property phone line. It will play immediately after the general greeting message.

What if a resident continues to text the Call Complete number after their emergency request is resolved?

If the emergency request has been marked 'Complete', or if at least 24 hours have passed since the original request was made, the resident will receive an automated text directing them to call the office number to initiate a new request.