Charm is an integrated call center tool, within Hummingbird, designed to streamline real-time communication between property support staff (agents) and tenants or leads (callers). With Charm, agents can handle incoming calls directly within Hummingbird through their browsers. This allows them to address inquiries, resolve issues, and assist callers instantly, enhancing the flexibility and responsiveness of property management operations.

Charm also includes call logging and recording features, ensuring all interactions are documented and stored within Hummingbird’s Communication Center alongside other tenant and lead communications.   
Note: Charm is an add-on feature in Hummingbird that requires a separate subscription. For more details, please contact the Tenant Sales team.

With Charm enabled, you can:

• Answer incoming calls and provide real-time assistance for move-in leads, tenant transfers, move-outs, and payment processing tasks.
• Make outgoing calls to follow up on leads or contact tenants.
• Listen to voicemails and offer support for missed calls.
• Process PCI-compliant credit card payments over the phone.

Configuring Charm

To utilize the Charm functionality within Hummingbird, you need to perform certain configurations as a pre-requisite.

1. Contact Tenant Sales for Purchase and Setup

Contact the Tenant Sales team to assist with purchasing and setting up Charm for your property. They will handle the necessary configurations, including obtaining and labeling a phone number and setting up options like the ring duration before calls are directed to voicemail.

2. Configure User Roles and Permissions

You must grant the appropriate permissions to receive incoming calls and provide support using Charm. You can set these permissions by navigating to Hummingbird Settings and then to Users and Roles.   
Note: Any role with the necessary permissions can grant permissions, including enabling Charm access.

To configure permissions:   

1. Go to the Users tab in Hummingbird, where you'll find a list of all users.
   
2. Click on the desired user’s name to view their Primary Role.
   
   
3. Navigate to the Roles and Permissions tab and locate the role assigned to the user.   
4. Click the role name directly or select Edit from the corresponding vertical ellipsis.
   
5. In the Edit Role screen, expand the Charm category.  
   Note: By default, Manage Auto-Attendant is disabled. To enable and configure the Auto-Attendant, select the Manage Auto-Attendant checkbox.
   
   
6. Check all the boxes under Charm.   
7. Click Update to save the changes.
   Note: Any permission changes for a logged-in user will only take effect after they log out and log back in.   
   Once agents are granted access to Charm, they will see a green headphones icon in the black bar at the top of the page.
   

Users can toggle their availability for calls by clicking the headphones icon. A green icon indicates they can take calls, while a red icon shows they are unavailable.

Users will also receive notifications for the number of reservations made, missed calls, and voicemails. They can click on each notification to view details and take the necessary actions.

3. Show and hide Charm

Click the eye icon in the black bar at the top of the page to show or hide the Charm toast. 

Complete all necessary actions on the page, then click the eye icon to view the Charm toast.

4. Configure Voicemail Settings

You can set a voicemail message for your property and configure the settings for times when no agents are available to take calls. 

To configure voicemail settings:  

1. Go to Settings.   
2. Select Charm.   
3. In the Property Settings, choose the property with Charm enabled.   

To Set Voicemail:

1. Select Voicemail.
2. In the Voicemail Setup, set the voicemail Greeting that callers will hear.   
   Note: To preview the voicemail, save the message settings and initiate a test call to your property. 
   

To set Voice:

1.  Select Voice.
2. Select the desired gender for the automated voicemail and Auto-Attendant menus.
3. Click Save to apply your settings.
   Note: After selecting and saving the desired voice gender, you must go to the Auto Attendant menu, make any change, and save again. The selected voice is applied after this step.
   

To setup Auto Attendant:

The auto attendant allows you to offer self-service options to your callers. 

To setup Auto Attendant:

• Enable Auto Attendant
  1. Select the property.  
  2. Select Auto Attendant.
     
  3. To enable Auto Attendant for a specific property, toggle the switch to the ON position. You will receive a warning message. Please review the message and proceed. 
     
• Set Up Your Auto Attendant Greeting
  The Greeting Message is what callers will hear when they call. 
  Note: To preview the greeting message, save the settings and initiate a test call to the property. 
• Add Actions to your Auto Attendant
  1. Ring Phone – This action will transfer to a Charm call. You can enter a title (menu label) and in the Call to Action field, the text that will be recited as the menu option. For example, To speak to someone about renting a what the caller hears before pressing the menu option.
     Note: To preview the message, save the settings and initiate a test call to the property. 
     
  2. Phone Payment -  This action allows the caller to make a payment using an automated system. The caller can choose between receiving a payment link or paying directly through the IVR system. The payment system allows callers to pay their current balance due. It does not support payment invoices due in the future. It does not allow payment details to be saved for autopay. Payments can be made by the Business Representative, Alternate Contact, or Authorized Contact.
     Note: For a tenant, if online payments are disabled in their tenant profile, they are prevented from making payments using the Phone payment option.
     
  3. Gate Code by Text - Utilizing the Charm Auto Attendant, callers can access a phone menu option to have their gate code texted to the phone number on their tenant profile. 
     Note: Remove Gate Code by Text from your auto-attendant menu if you are not comfortable with sending gate codes to tenants who have not been ID-verified. Currently, gate codes will be sent via text to any tenant who requests them, regardless of whether they were ID-verified at move-in.
     
     The Gate code by text will be sent to Primary, Business Representative, and authorized contacts only.  The system sends the text to the phone number of the caller provided the phone number of the caller is one of the approved phone numbers.
     Note: For Noke, do not use the Auto Attendant Gate Code by Text feature, as it has its app for generating gate codes. 
     
     Gate code texts are saved in the tenant's Communication Center history.
     
  4. Text to Speech - This option allows you to play an informational message for the caller. For example, you can use this allow callers to hear your hours or operation or other special instructions. 
     1. Title - Enter a title to name the action.
     2. Call to Action - The text that will be recited as the menu option. Example, To speak to someone about renting, to hear our hours of operation, Or If you want to make a payment. It is editable for customization to your business needs. Click the audio preview to listen to the message.
        Note: The preview voice may differ from the voice used in actual calls. Test the voice prompts using a real phone call to ensure the correct voice and tone.
     3. Text to Speech - Enter the message to be played once the user presses the specified key. Example: "Our business hours are 9 AM to 5 PM, Monday to Friday."
        Note: The preview voice may differ from the voice used in actual calls. Test the voice prompts using a real phone call to ensure the correct voice and tone.
• Configure an alternate Order for Tenant Callers (Optional)
  The  Set alternate menu order for Tenant callers feature offer menu options in a different order if the caller is identified as a tenant. When enabled, callers recognized as tenants (by phone number) will hear a customized menu order different from the standard IVR. To enable this, toggle the switch to the ON position.
  You can reorder the menu options to suit tenant needs:
  1. Click and hold the drag handle (≡) next to each item.
  2. Drag the item to the desired position.
  3. Release to drop it into place.
     Note: Reset Menu Order reverts the order to the system default settings.
     
  4. Click Save to apply your changes. 
     Note: To allow adequate time between options, insert the following snippet where needed: <break time="<n>s"/>, where “n” is the time in seconds.
     

5. Configure the browser to support Charm

Three browser permissions must be enabled for Charm to function correctly:

• Microphone
• Notifications
• Sound

Microphone  

When loading a Charm-enabled property for the first time, the default browser settings will prompt the user to grant microphone access to tenantinc.com. The user should click Allow. If the browser does not prompt the user to enable microphone access, or if the user initially chooses not to allow it, microphone permissions can be manually enabled in the browser's Site Settings. The steps to do this may vary slightly depending on the browser.

To configure microphone settings in the Chrome browser, follow these steps:

1. In the Chrome browser, click on the vertical dots (⋮) in the upper-right corner.
2. Select Settings from the dropdown.
3. In the Settings menu, scroll down and click on Privacy and Security on the left sidebar.
4. Select Site settings from the Privacy and security options.
5. Scroll down to the Permissions section.
6. Scroll down and click on Microphone under the Permissions section..
7. In the Microphone settings, from the dropdown menu, select the default microphone device you want Chrome to use.
   Note: Toggle the Sites can ask to use your microphone setting if it’s not already enabled. This will prompt Chrome to ask for access when needed.
8. In the Customized behaviors section, grant microphone access to specific sites only.
9. To add a site manually, click Add next to Allowed to use your microphone, then enter the site URL.
10. Scroll to the Not allowed to use your microphone section to review or change microphone permissions for specific sites.
11. Click on any site in the list to adjust or reset permissions.
12. Open a site that uses your microphone to test if the settings are configured correctly.

These steps should help configure and troubleshoot your microphone settings in Chrome.
To understand the symptoms that will occur if the microphone permission is not setup correctly, see Troubleshooting. 

Notifications  

On the first incoming call in Charm, the default browser settings will prompt the user to grant notification permissions to tenantinc.com. The user should click Allow. If the browser does not prompt the user to enable notifications, or if the user initially chooses not to allow them, notification permissions can be manually enabled in the browser's Site Settings. The steps to do this may vary slightly depending on the browser.

To configure notifications in the Chrome browser, follow these steps:

1. In the Chrome browser, click on the vertical dots (⋮) in the upper-right corner.
2. Select Settings from the dropdown.
3. In the Settings menu, scroll down and click on Privacy and Security on the left sidebar.
4. Select Site settings from the Privacy and security options.
5. Scroll down to the Permissions section.
6. Scroll down select Notifications.
7. To set global notification preferences, choose Sites can ask to send notifications (to be prompted by each site) or Don't allow sites to send notifications to block all notifications.
8. Under the Notifications section, you will see lists for Allowed to send notifications and Not allowed to send notifications.
9. To customize settings for a specific site, click the site’s name in the list and select Allow, Block, or Remove to reset its settings.
10. Open a site that uses notification to test if the settings are configured correctly.

These steps should help configure and troubleshoot your notification settings in Chrome.

Sound  

The Sound site permission in your browser controls whether and how a site can play audio. Setting this permission to Automatic or Default is sufficient for most Charm implementations. These settings allow tenantinc.com to play sounds while allowing you to mute or block the site as needed. You have full control and can mute or unmute the site at any time. If you are having trouble hearing audio in Charm, the troubleshooting step is to change this site permission to Enabled.

To configure sound settings in Chrome, follow these steps:

1. Ensure that your computer's audio is enabled and configured correctly.
2. Open the system's Sound Settings (Windows, macOS, or your operating system's equivalent) to ensure the correct output device (speakers or headphones) is selected.
3. In the Chrome browser, click on the vertical dots (⋮) in the upper-right corner.
4. Select Settings from the dropdown.
5. In the Settings menu, scroll down and click on Privacy and Security on the left sidebar.
6. Select Site settings from the Privacy and security options.
7. Scroll to the Content section and select Sound.
8. Click on Sound to access the settings.
9. By default, Chrome allows sound from all sites. 
   If you want to block sound on specific sites, click the Add button under the Mute sites that play sound section.
   To add a site to the block list, enter the site URL and click Add.
10. Scroll to Not allowed to play sound to manage sites that have been muted.
11. Click Remove to unblock a site or change its settings.
12. After configuring the settings, visit a website that plays audio (such as a video or music site) to check if sound is functioning correctly.

These steps should help configure and manage sound settings in the Chrome browser.

Verify that permissions are enabled correctly

To view enabled permissions in Chrome, follow these steps:

1. Log in to Hummingbird.
2. While on any Hummingbird webpage, click the icon on the far left of the URL bar.
3. A list appears showing the permissions currently enabled for Hummingbird.
   
   

Note: Browser permissions are domain-specific, so permissions must be set and verified while on a Hummingbird page.

Choosing, configuring, and using a headset

The selection, configuration, and positioning of your headset are crucial for ensuring optimal audio quality during calls. Typically, wired headphones deliver superior sound quality compared to wireless options, particularly in terms of audio clarity. Our testing has shown that the most significant factor affecting microphone sound quality is its placement relative to your mouth. We recommend conducting test calls before engaging with customers to verify your audio setup. The Sound Recorder app in windows is a good tool for testing how you will sound to your callers.

Our evaluations show that wired headsets generally offer better audio quality than Bluetooth headsets. However, this doesn’t imply that Bluetooth headsets are poor or unsatisfactory—just that wired ones tend to perform better. We tested various Bluetooth headsets ranging in price in different price ranges and found minimal differences in audio quality. The primary determinant of microphone quality was its position.  
If you're facing audio quality issues, whether with the microphone or speakers, consider the following steps:

• Adjust the microphone's position to find the best placement.
• If your headset supports multiple connection methods (e.g., USB, audio jack, Bluetooth, or a wireless USB dongle), try different interfaces to see if you notice any improvement. Our testing indicates this can impact performance.
• Test with an alternative headset or microphone/speaker setup to determine if the issue is with the headset itself.

Answering Calls from Charm

When a user is assigned Charm permissions and sets their status to available, they can answer incoming calls from tenants or leads and provide the necessary support.  
Note: When callers call in, the system answers and plays a recording informing them that the call may be recorded. If the agent answers the call before the recording ends, they will hear a phone ringing sound.  
Agents can answer the call by clicking the green phone icon or clicking the red voicemail icon on the Charm toast to send a call directly to voicemail.

Note: Agents should avoid selecting other properties to prevent call disconnections. Selecting a non-charm subscribed property will automatically disconnect the call.

An agent can handle two calls at the same time. When a third call comes in, it is directed to voicemail. When one or more agents are available, calls will ring for 20 seconds before being redirected to voicemail. If no agents are available, calls will go straight to voicemail.

If there are incoming reservations, missed calls, or voicemails, a toast notification appears for 10 seconds after which it is saved as a notification. The agent should take appropriate actions before the toast disappears or click on the notification to address the items.

The Charm Toast provides the following information:

• Property - The name of the property associated with the phone number being called. Each property can have multiple phone numbers configured.
• Source - The name of the phone number called. If multiple numbers are set up for call tracking, each will have a unique name.  This allows you to analyze and compare lead sources, such as from Google ads or Yelp. You can also use the Source information to offer discounts to agents based on the call source.
• Caller’s number - The phone number from which the call is made.
• Caller Details - Information about the caller, including whether they are a lead, tenant, or unknown caller.
  • Lead - If the calling number is associated with an existing lead in Hummingbird, the Lead details are displayed, including their name, email, address, and status (e.g., active, pending, retired).
    
    
• Tenant - If the calling number is linked to an existing tenant in Hummingbird, the Tenant’s details are displayed. This includes their name, address, gate access code, space details, and status (e.g., Current, Past Due, Delinquent, Active Lien, Auction). These details match those found in the Tenant’s Profile in Hummingbird.
  
  
• Unknown - If the calling number is not associated with any existing Hummingbird contact, the caller will be displayed as Unknown, along with the calling phone number.
  
  

Once the call is initiated, it displays the call's start time. The agent can then perform various quick actions, such as registering a lead, processing a tenant move-in or move-out, transferring them to a different space, or collecting payments, by clicking the appropriate action button in the Charm Toast. For more information on these actions, refer to Performing Quick On-Call Actions with Charm. 

Charm On Call Actions 

While on a call, an agent can perform several actions using the Charm toast:

• Search for a Contact: The agent can search for a contact stored in Hummingbird and view their details by clicking the search icon within the Charm toast.
  
  
• Put the Call on Hold - The agent can place the call on hold and resume it by clicking the pause button. While the call is on hold, Charm displays a hold timer and changes the toast's color.
  
  
  
• End the Call - The agent can end the call by clicking the red phone icon when the conversation is complete or if a follow-up with the caller is needed later.
  
  

Note: If a call is unexpectedly disconnected, agents can initiate an outbound call to resume the conversation. For details on how to make an outbound call, refer to the Making Outbound calls via Charm.

Performing Quick On-Call Actions with Charm

The Charm Toast interface offers agents a range of quick action buttons, providing instant access to common support tasks. These quick actions enable agents to deliver timely and effective assistance, ensuring an efficient support experience for callers.

The quick action buttons displayed on the Charm toast vary depending on the type of caller, such as whether a lead or tenant is calling the property.

Note: In addition to these quick actions, agents can access other Hummingbird features while on the call.

Lead Quick Actions 

When a lead or unknown caller contacts the property, a quick action option to initiate their reservation or move-in process appears. Click Move-In from the Charm Toast to open the Tenant On-boarding screen in Hummingbird.

Note: For registered leads, existing details in Hummingbird is automatically pre-filled for easier access and improved support efficiency.

Tenant Quick Actions

An agent can efficiently assist an existing tenant in Hummingbird using the following quick actions:

• Initiate a new move-in
• Process a move-out
• Accept a payment
• View the tenant profile
• Transfer the tenant to a different space

Clicking any of these action buttons initiates the corresponding workflow in Hummingbird.

Quick Actions After the Call

After the call ends, the agent is presented with a new set of quick action buttons in the Charm toast. These options allow them to log call notes for future reference, create follow-up tasks, send a message to the caller, and more. Clicking any of these buttons navigates them to the corresponding screen in Hummingbird.

Additionally, agents can listen to the call recording by clicking the Call Playback button or make a callback by clicking the green call icon.

Taking Payments through Charm IVR

Agents can collect payments from tenants during a call using Charm's PCI-compliant system, eliminating the need for manually collecting or storing card details. Through the Charm IVR, agents can securely process credit card payments, allowing callers to enter payment information via touch-tone phone. While agents can view the digits being entered in real-time in Hummingbird, sensitive information is never heard or recorded.

To collect a payment from a tenant during a call, follow these steps:

1. While on the call with the tenant, click the Payment button in the Charm toast.
   Note: During a Charm call, you can collect payment by using the Payment quick action button or by selecting the Take a Payment option from the Tenant's profile. You can process a payment for any tenant, regardless of which phone they are calling from. For example, if a tenant calls from their work phone instead of the cell phone listed in their tenant profile, you can still take a payment for their account.
   
   
2. On the Take a Payment screen in Hummingbird, select the Space for which the payment is due and enter the amount. Choose Credit/Debit as the payment method and select the New Credit/Debit Card radio button.
   
3. Enter the tenant’s name, address, and ZIP code, then click the Start Card Collection button.                 
   Note: The Start Card Collection button is only visible during an active call.
   
   
4. The IVR system prompts the caller to enter their 15 or 16-digit card number, followed by the pound key. If needed, they can press * to restart. The IVR repeats the card number for confirmation.  After each key press, the user has three seconds to enter the next key. If three seconds elapse without input, the system will consider the entry complete, validate the field, and proceed to the next step or display an error.               
   Note: The agent can hear the instructions but cannot hear the keypress / tone the caller makes.
5. The agent can view the information being securely entered in real-time as the caller inputs their card number. This process is repeated for the expiration date, CVV, and ZIP code. The agent and caller can communicate throughout, and the agent can assist if necessary.  
   Note: Twilio validates the data after each entry, such as checking if the card number has 16 digits or if the month is 12 or less. If validation fails at any step during the Card Information entry process, Twilio deletes all collected information, and the process must be restarted. This is a behavior of Twilio that we cannot control.
   After providing all the necessary information, click Send Payment Link to the tenant or Process Payment to complete the payment.   
   Note: The payment link is static and does not update automatically. Once generated, it reflects the original total balance and unpaid invoices for the life of the link. For example, if a payment link is created for invoice #001 with a balance of $100 and the user pays that invoice on the website, they can still use the same link to pay invoice #001 again, which could result in a duplicate payment.
   
   
    
6. If the caller provides incorrect information, click the Recollect button and select the required information from the drop-down list. The caller is prompted to re-enter the information via the IVR. 
   
   
   If payment fails after re-collection, a failure message appears, and the agent should inform the caller of the status.
   
   
7. Once all information is provided, click Process Payment.                 
   Note: For security reasons, after initial card information collection, the Process Payment button must be clicked within five minutes; otherwise, entered payment information is lost and must be recollected. This limitation exists because, to adhere to security best practices, card information can only be kept within memory for a finite amount of time. It’s advisable to verbally collect the cardholder's name and billing address before entering card details to ensure the Process Payment button can be clicked immediately.
8. You will receive a success message and see the Customer Receipt with payment details. You can print or download the receipt, send it to the tenant, or make another payment if needed.                 
   Note: IVR credit card payments appear in Hummingbird payment reports like other credit card payments.
   
   

Saving Payment details during a Charm Call 

Charm offers a PCI-compliant solution for securely saving a tenant’s card details if they wish to enrol in automatic payments. The card information is tokenized and inaccessible to the agent or any other user, ensuring security and compliance.

Note: If Autopay was previously enabled for a tenant, their payment details are automatically saved when provided through the IVR.

For tenants who do not have Autopay enabled but wish to save credit card information during an active call, follow these steps:

1. Click Profile from the Charm toast to view the tenant's profile. 
   Alternatively, navigate to the Tenants profile, search for the tenant using the Search Tenants bar, or access their profile directly through the Global Search icon in the left navigation menu. 
   
   
    
2. Click Payment Methods from the right navigation in the tenant profile, then click +Add New Payment Method.
   
   
3. Enter the address, and click Start Card Collection.
   Note: The Start Card Collection button is disabled if no address is entered.   
   The saved tenant address is updated accordingly if the Same as Tenant option is selected.  
   Note: This payment method is available during Move-in, take a payment, transfer and move-out. 
   
   Note: After entering the card details, you can edit the billing address. However, the card information will be deleted, and the payment process will be restarted. 
   
   
4. The IVR will prompt the caller to enter their card details. After each key press, the user has three seconds to enter the next key. If three seconds elapse without input, the system will consider the entry complete, validate the field, and proceed to the next step or display an error. Once the details are collected, click Save Card.  
   Note: When a Hummingbird user is on a charm call and the call is not on hold, they cannot manually enter credit card numbers or add an autopay payment method. However, if the call is on hold, the user can manually enter payment card information and add an autopay payment method on the respective screens.  
   5. Return to the Tenant Profile, expand Settings and Information, and check the ay section for the saved card details. By clicking the edit icon, you can adjust the number of days after the billing date when Autopay should be executed.
   

Reviewing and Handling Missed Calls and Voicemails

Agents can use Charm to view missed calls and listen to voicemail messages left by callers when the phone is not answered, or no agents are available. They can review the missed calls details, play back voicemails, and take appropriate action.  
Note: Users with Charm permissions enabled can make calls through Charm and access missed calls and voicemails. For more information on these permissions, refer to Configuring Charm.  
Agents are notified of missed calls and voicemails through the Charm black bar, the Communications tab in a tenant’s profile, and Unified Communications.

To view missed calls:  

1. Click Missed Calls on the black Charm bar to view the list of missed calls.  
2. The Call Summary toast shows details such as the caller's name, their status (if they are an existing tenant or lead), and the time elapsed since the call was missed.
   
   
3. Click on the missed call summary to see additional details.  
4. To initiate an outbound call to the caller, click the green call-back button.  
5. If you need to remove a missed call from the list—for example, when the caller has already been contacted, click Dismiss.
   
   

To view Voicemails:  

1. Click Voicemails to view the list of voicemail messages left by your callers.
   
2. Click on a voicemail to see more details.  
3. To listen to the voicemail, click the play icon.  
4. If needed, make an outbound call to the caller by clicking the green Call Back button.  
5. To remove a voicemail message from the list, click Dismiss, just as you would with missed calls.
   
   

Viewing Missed Calls and Voicemails from a Tenant’s Profile Communications

1. Navigate to the tenant’s profile:
   • Click on the Tenants module and search for the required tenant using the Search Tenants bar. Alternatively, use the Global Search icon in the leftmost navigation menu to locate the tenant’s profile.
     
     
2. Access the Communication tab within the tenant’s profile to view call details. This includes the name of the property the caller contacted and the source of the call (e.g., Website, Google Ads, Yelp).  
3. Click the Call Playback button to listen to the call recording.  
4. If needed, make an outbound call to the caller by clicking the green call-back button.
   
   

Viewing Call Details from Unified Communications

To access Unified Communications in Hummingbird, click the Messages icon in the left navigation. Here, you can view inbound and outbound calls, missed calls, and voicemails for your leads or tenants. You can also take actions such as listening to call recordings and calling back the caller.

Making Outbound Calls via Charm

Agents using Charm can call back individuals who contacted their property for support. They can use the call-back functionality to resume a conversation if an ongoing call gets disconnected, or to return a missed call or voicemail after reviewing it. Additionally, outbound calls can be made to provide information or updates, confirm details, and ensure overall customer satisfaction.  
You can make an outbound call in the following ways: 

From the Charm Toast

You can view missed calls and voicemail messages left by callers when the phone wasn't answered, or no agents were available from the black Charm bar. To call back the user, use the Call Summary toast. For more information, refer to  Reviewing and Handling Missed Calls and Voicemails.

From the Tenant’s Profile 

To access a tenant’s profile, click the Tenants module and search for the desired tenant using the Search Tenants bar for quick access. Alternatively, use the Global Search icon in the leftmost navigation menu to find their profile directly.

In the Communication tab of the tenant’s profile, you can view call details, including the property name the caller reached out for and the source of the call (e.g., Website, Google Ads, Yelp). You can also make an outbound call to the caller by clicking the green call-back button.

From Unified Communications

To access Unified Communications in Hummingbird, click the Messages icon in the left navigation. Here, you can view inbound and outbound calls, missed calls, and voicemails for your leads or tenants. You can also take actions such as listening to call recordings and calling back the caller.

Alternatively, click the Compose icon to initiate a phone call.

When making outbound calls, the Charm toast displays the same way as inbound calls.

Note: Outbound calls are not recorded due to legal requirements related to capturing consent for recording.

Understanding the Charm Report - Property Phone Calls Report

The Property Phone Calls report provides a comprehensive overview of all calls received at a property through Charm. It includes detailed information such as the agent handling the call, call specifics like time, duration, and source, and the call's status and type (incoming or outgoing). Additionally, it records the caller’s name and phone number, along with the action taken during the call, such as move-in, reservation, transfer, payment taken, and more.

To View the Property Phone Calls Report:  

1. Navigate to the Report.  
2. Expand the rm Reports folder in your Reports Library.  
3. Click on Property Phone Calls Report.  
   Alternatively, you can use the Search bar in the Reports Library to find the report.  
4. Choose the Period for which you want to view the data.  
5. Select the Property to view the associated data in the report.  
6. After selecting the desired options, click Run Report to generate the report.  
   Alternatively, you can run the report by clicking Run Report from the corresponding vertical ellipsis. 
   
   

Property Phone Calls Report Sections 

• Agent Email - The email address of the person receiving calls at the property. 
• Agent Name - The name of the person providing on-call support. 
• Call Time - The date and time when the call began.
  
• Call Source: The call's origin, such as a Website, Yelp, Google Ads, etc. Properties often assign different phone numbers to various sources to track incoming leads and offer deals based on the source.
• Call Status: Indicates the current state of an incoming phone call. The following statuses are associated with calls:
  • Completed: The conversation between the caller and the agent has ended, and the call is complete.
  • Cancelled: The call was intentionally terminated or cancelled before being answered or completed, either by the caller or the agent.
  • No Answer: The agent did not answer the call within a specified time, causing the call to go to voicemail automatically.

Note: The time duration before a call goes to voicemail is set by the Tenant support team during the initial Charm setup. 

• Call Length (in seconds): The total duration of a telephone call, measured in seconds, from when the call is initiated to when it ends.
• Source Name: Displays the caller’s name.

Note: If the caller is registered as a Hummingbird contact, their name is displayed. Otherwise, for new callers, it appears as Unknown.

• Source Number: The phone number from which the caller contacts the property.
• Payment Taken: Indicates whether a payment was processed during the call, marked as Yes or No.
  
• Reservation Taken: Indicates whether a reservation was made for a lead during the call.
• Transfer Performed: Signifies if a tenant was transferred to another space during the call.
• Move-in Completed: Confirms if the onboarding or move-in process for a new tenant was finalized during the call.
• Move-out Completed: Indicates if a tenant was moved out of the property during the call.
• Contact Persona: Represents the status of the tenant who contacted the property for support. The Contact Persona may include statuses such as Lease Closed, Current, Pending, Suspended, Delinquent, Balance Due, Gate Lockout, Active Lien, Auction, etc.
• Call Type - The classification of calls based on their direction, such as incoming or outgoing.
  
  

Call Categories

The Call Types and Playback Options are:

• Answered Calls
  • Incoming calls that an agent answers.  
  • Call recordings can be accessed and played back in the report under the Call Recordings column.  
• Voicemail
  • Incoming calls that are directed to voicemail.  
  • Voicemail recordings can be accessed and played back in the report via the Call Recordings column.  
• Missed Calls
  • Incoming calls where the caller disconnects before the call is answered by an agent or directed to voicemail.  
• Outgoing Calls
  • Calls initiated by the agent to contact a tenant or lead recipient.  

Current Call Status Token Values 

Frequently Asked Questions,

For a list of frequently asked questions, refer to the Charm FAQ section.

Troubleshooting

Troubleshooting Steps
Make sure you have the Charm permission Take/Make calls.	If you do not have permissions, you will not see any Charm actions when logging into Hummingbird.    You should see the Charm available/offline icon in the top-right corner. If it's missing, this could be one of the issues.
Make sure Charm is enabled for the property.	In the global property selector, choose the property for which you want to receive or make an outbound call. You should see the Charm available/offline icon in the top-right corner. If it's missing, this could be one of the issues.
Browser permissions are correctly configured for the Hummingbird.	This is a common issue. To configure the browser to support Charm, see Configure the browser to support Charm.  If, when answering a call by clicking the green Answer button on the incoming call notification, the notification instantly changes to a black-bordered “Missed Call” status, the most likely cause is a disabled microphone permission in your browser. With the microphone permission disabled, incoming calls will continue ringing without ever going to voicemail. For outbound calls, if the microphone permission is disabled, the call will connect, but it will immediately end as soon as the recipient answers.
The microphone and speakers are not correctly configured in your operating system.	Open Windows Sound Recorder, record a sentence or two, and play it back. If the audio doesn’t sound correct, the microphone or speakers may not be set up properly. Here’s where you can enable or disable microphone access in the operating system:   Windows 11:   Windows 10:
Call toast is not received when hummingbird is opened with a property in another tab that does not have Charm.	When multiple tabs are open, Charm calls are processed based on the property selected in the most recently active tab. If the latest tab does not have a Charm property selected, Charm calls are not received in the tab that has All Properties selected.  To ensure a consistent Charm experience: - Users with access to multiple properties ( e.g., Property Managers, Call Center Users, or District Managers) should keep only one tab open for managing Charm calls. - If multiple tabs must be open, ensure the same set of properties is selected in all tabs. This prevents discrepancies in how Charm calls are processed across screens.

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