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

Overview

This article covers how to manage your onsite team in Call Complete in Manage, including editing user profiles, managing email notifications, and updating the Property Manager, Courtesy Officer, and Technician roles.

Key Concepts

• Terminology: Within Call Complete, the terms "Community Manager" and "Property Manager" are used interchangeably.
• Email Updates: Admin users have the unique capability to update email addresses, ensuring the accuracy of contact details and system integrity.

Requirements

• Property Manager Updates: The Property Manager can only be updated by HappyCo account administrators or users currently listed as the Property Manager or Assistant Property Manager for that specific property.
• Available Users for Property Manager: A user will only appear on the available users list to be selected as a Property Manager if their Call Complete profile currently has an assigned Role. Users with their Role listed as "Other" will not appear.
• Assistant Property Managers: Assistant Manager roles can be added to allow users to assist with user management, but they cannot create new users.
• Courtesy Officers: Only one user can hold the "Courtesy Officer" role at a time.

Steps

Editing a User Profile and Notifications

1. Once you have logged into Manage and selected your property, click on the Call Complete icon on the left side under Apps.
2. Select the Profiles tab to view the Onsite Team.
3. Click on the name of the user that needs to be edited.
4. From this view, you can edit the name, role, and phone number and reset the password.

• Note: To assign the Courtesy Officer role to a new user, you must first change the current Courtesy Officer's role to something else. If your property requires two Courtesy Officers, you will need to manually switch their roles based on their schedule.

5. To enable email notifications, scroll down until you see the options under the Notifications title.
6. Toggle the Yes/No option to turn email notifications on or off based on the user's needs.

7. Once you have finished making changes, click the blue Save button in the lower right corner.

Updating the Property Manager

1. Once you have logged into Manage and selected your property, click on the Call Complete icon on the left side under Apps.
2. Select the Profiles tab to view the Onsite Team.

3. Click the Manage + button to the right of the Onsite Team title.
4. At the top of the "Who is on your Onsite Team?" list will be the current Property Manager. Click on the Update button on the right side.

5. Once the Update Property Manager box opens, click on the name of the Property Manager to open the list of available users.
6. Select the name of the new Property Manager and click on the blue Update button.
7. Once finished, click the X on the upper right side to exit this screen.

Troubleshooting

• Problem: You are unable to access the Call Complete feature, even though the system shows you as an active Property Manager. 
  Resolution: Try logging out, clearing your browser's cache and cookies, and then logging back in. This may resolve the issue by refreshing your access permissions within the platform.
• Problem: You are unable to change a user's role from "Property Manager" to "Assistant Property Manager" because the role is greyed out. 
  Cause: The Property Manager role cannot be directly updated from the user's profile view. 
  Resolution: The current Property Manager or an Admin user must update the Property Manager role through the Manage+ option under the Profiles tab.
• Problem: You are unable to access and manage profiles for your property using your manager email address. 
  Cause: Your account has likely been assigned a different role. 
  Resolution: You can update the Property Manager role to your manager email address, but keep in mind that you will lose the property manager role (and access to manage profiles) on your personal email address once the switch is made.
• Problem: An employee continues to receive notifications after being removed from a property. 
  Resolution: Ensure they have been fully removed from all system profiles, verify notification settings are turned off, and check both the main system and any standalone portals. As a temporary measure, advise the employee to block the specific number. If the issue persists, contact support.

FAQs

Can I assign the Courtesy Officer role to multiple people?

No. Only one user can be in the "Courtesy Officer" role at a time. If you have multiple officers taking shifts, you will need to manually switch their roles back and forth based on their schedule for taking Courtesy calls.

Why isn't a user appearing in the list when I try to update the Property Manager?

A user will only appear on the available users list if their profile in Call Complete currently has an assigned Role. Users with their Role listed as "Other" will not appear.

Who has permission to update the Property Manager role?

Only HappyCo account administrators, or users that are currently listed as a Property Manager or Assistant Property Manager for the specific property can update this role.

Who can update a user's email address?

Admin users have the unique capability to update email addresses to maintain the integrity of user profiles.