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Operators, two-step and on call

What it does

Section titled “What it does”

Operators lists everyone who can manage the platform, What they can do (Everything, or some areas), whether they use two-step sign-in, their last sign-in and their status. The areas are Hotels, Money, Messages and Roomie, System and Operators.

Two-step sign-in asks for a six-digit code from an authenticator app on your phone after your password. You get recovery codes, each usable once, in case you lose your phone.

Team shows everyone who runs the platform, the Sales reps, what each person did today, and the On call grid for this week and next. The operator on call is emailed act-now items out of hours, such as a refund failing, a provider down or a late job.

Who can use it

Section titled “Who can use it”

Upstay operators who can see the People area. Every operator can set up their own two-step sign-in.

Where to find it

Section titled “Where to find it”

People in the rail: Operators, Sales team, Team, Security, Activity. Your own two-step and password are under your name at the foot of the rail.

How to add an operator

Section titled “How to add an operator”
  1. Open Operators and click Add an operator.
  2. Enter Name, Email and a Password (12 characters or more, not a common one).
  3. Click Add operator and hand over the password yourself.

How to limit what an operator can open

Section titled “How to limit what an operator can open”
  1. Open Operators and open the operator’s Actions menu.
  2. Choose Manage what they can do.
  3. Tick only the areas they should open.
  4. Click Save. They are signed out so the change applies at once.

How to manage an operator’s sign-in

Section titled “How to manage an operator’s sign-in”

From the operator’s Actions menu:

  • Unlock sign-in clears the wrong tries so they can sign in now, without waiting.
  • Reset two-step is for a lost phone: enter Why and confirm. They sign in with their password alone until they set two-step up again.
  • Sign out everywhere ends every open session of theirs now. They can sign in again.
  • Deactivate signs them out straight away and stops them signing in until you Reactivate them.

How to turn on two-step sign-in

Section titled “How to turn on two-step sign-in”
  1. Click Two-step off under your name at the foot of the rail.
  2. Click Set it up.
  3. Open your authenticator app, add an account and scan the code. If you cannot scan, open Cannot scan? Type the key instead and type the key into the app.
  4. Type the six-digit code and click Turn on.
  5. Save the recovery codes (Copy codes helps), then click I have saved them.

Once it is on, the same panel offers New recovery codes and Turn off.

How to set who is on call

Section titled “How to set who is on call”
  1. Open Team.
  2. Under On call, pick This week or Next week.
  3. Click the day in an operator’s row to put them on call. A note says how many days have nobody on call.

Tips & good to know

Section titled “Tips & good to know”
  • An operator without every area cannot open Today, Needs you, search or the bell, because those mix every area.
  • Changing your own areas signs you out too, and you cannot take Operators away from yourself.
  • A day with nobody on call emails nobody.
  • If Security requires two-step for everyone, an operator without it must set it up before the console opens.

Troubleshooting

Section titled “Troubleshooting”
  • The code is not accepted → Check your phone’s clock is set automatically, and type the newest code.
  • Lost your phone → Click Lost your phone? Use a recovery code on the sign-in page, or ask another operator to reset your two-step.
  • Locked out after wrong passwords or codes → Wait 15 minutes, or ask another operator to Unlock sign-in.
Section titled “Related features”