Setting up an on-call rotation

For hosting operations with multiple team members, an on-call rotation distributes after-hours responsibility fairly. Rather than the same person handling every evening and weekend inquiry, the on-call role rotates among eligible team members on a schedule you define. Rezi routes after-hours escalations and urgent notifications to whoever is currently on call.

The on-call rotation affects two things: who gets paged for emergency escalations, and who handles guest issues that need a person after hours. AI-handled conversations do not require the on-call person, the AI takes care of those. The on-call role is activated only when a situation genuinely requires human judgment or response.

Configuring the rotation

1. 1

   Go to Settings > Team > On-call rotation

2. 2

   Click Add rotation

3. 3

   Select the team members who participate in the rotation

4. 4

   Set the rotation cadence: daily, weekly, or bi-weekly

5. 5

   Set the start day and time for each rotation period

6. 6

   Assign the current on-call person to the first rotation slot

7. 7

   Rezi automatically advances to the next team member at each rotation boundary

Rotation periods can overlap with or be limited to your after-hours window. For a hosting operation that answers Monday-Friday 9am-6pm, a typical rotation covers weeknights from 6pm to 9am and full weekends. During business hours, everyone is available and the on-call designation does not affect routing.

Manual on-call overrides

Anyone with Manager role or above can manually change who is currently on call from the Team settings page. This is useful for planned absences (vacation, appointments) where you need to swap the on-call person for a specific day or week. The scheduled rotation resumes as normal after the override period ends.

On-call compensation and tracking

Rezi logs on-call periods and the escalations that occurred during each period in the Activity Log. This data can be useful for tracking on-call workload if your team members receive on-call compensation. Export the activity log filtered by escalation events and on-call assignments to see how many incidents each team member handled.

On-call for multiple buildings

You can configure separate on-call rotations for different properties or groups of properties. This allows specialized team members (e.g., one team focused on a downtown cluster, another on the lake-house properties) to handle on-call for their respective set without being paged for unrelated properties.