Call types decide what Doorkeep does with each kind of call: emergencies, maintenance, leasing, complaints, general questions, and lockouts. Emergency handling can't be switched off, and situations on your escalation list ring your Call List.
Open your call types
Go to Assistant.
On the Call types card, click Edit.
The card's heading tells you how many of the six kinds of call can ring your Call List, for example 2 of 6 can ring your Call List. The panel shows one behavior at a time, named at the top, for example How Message only handles each kind of call.
The six call types:
Emergency. Can't be turned off, and has no Edit button. On a call about danger to a person, Doorkeep recommends calling 9-1-1 and does not connect the caller to anyone; you are alerted when it has the caller's name, unit, or property. Other emergencies ring your Call List in order, and a message is taken if no one answers. Open What reaches your Call List under Emergency for the details.
Maintenance. Something broken or not working at the property. Situations on your escalation list ring your Call List whatever Maintenance is set to do. Every other maintenance call follows this call type's setting.
Leasing. A prospective renter asking about a unit. Doorkeep captures the lead and notifies you.
Complaint. A noise, neighbor, or service complaint.
General / other. Anything that doesn't fit the other call types. Doorkeep can answer from your approved knowledge and takes a message when it can't. General calls never ring your Call List.
Lockouts. A tenant locked out of their unit. Doorkeep handles these the way you choose. No locksmith is dispatched. A lockout caused by a broken lock can also count as the escalation list's broken lock situation and ring your Call List.
Each card's summary line shows what it does today, for example Captures the lead · notifies you or Takes a message · notifies you.
Change how a call type is handled
Click Edit on the call type.
If the panel says the behavior is one of Doorkeep's ready-made setups, click Customize. Ready-made setups are read-only, so Doorkeep makes you an editable copy first. Your other call windows keep working as they are.
Only an account owner can change call types. Changes apply to the next call.
Maintenance and your escalation list
The Maintenance panel lists how many situations ring your Call List and links to Change what's on your list. Those situations ring the same Call List as emergencies. If the caller would rather leave a message than be connected, Doorkeep takes one and you are notified instead.