Set up On-Call Feature (Cloud)
The On-Call feature in VM Cloud ensures timely responses by routing guest texts, special requests, and critical alerts directly to the right staff. Setting it up helps your team stay proactive and responsive—even when you switch shifts or move between departments. To configure On-Call staff, click On Call at the top-right corner of your screen.
Once the On-Call panel opens, you'll see three tabs—here’s what you can configure in each:
Assign at least one staff member per category.
Instructions
Guest Requests Tab
Guest Text Requests: Shows users with SMS and Management notifications enabled in their profile (Management > User Settings > Security > Notifications). These users receive all guest text messages.
Special Requests: Includes all active hotel users. When a reservation includes a special request, an internal message is sent to the assigned staff—or via SMS if their phone number is on file.
Also notify this phone number: Check this box and enter a phone number to receive all guest requests via text. Remember to uncheck it at shift end to avoid notifications when you're off duty.
Hotel Tab
Lists users with SMS and Management alert settings enabled in their profile (Management > User Settings > Security > Notifications).
The 911 will show all the hotel's active users who will receive any 911 call notification. This feature requires the PBX Interface.
Services Tab
Housekeeping Tab: Displays users enabled for SMS and Housekeeping alerts.
Maintenance Tab: Shows users with SMS and Maintenance alerts enabled.
If you use VM Guest Texting with Twilio, notifications can be sent via SMS instead of internal messaging—for faster delivery (though carrier fees may apply).
Still need help with this topic?
Ask Yourself:
- Did I open the Guest Requests tab to configure categories?
- Did I ensure at least one staff member is checked in for each request category?
- Do I understand that the feature won’t appear unless enabled by Visual Matrix?
Support May Ask You:
- Which categories are you setting up (e.g., Maintenance, Housekeeping)?
- Did you assign a staff member to each category?
- Is the On-Call panel visible in your dashboard?
- Are you expecting notifications that aren’t showing?
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