Remember to stop Impersonation once you are finished. The orange border is there as a reminder as well.

A new log type has been added for call initiation. Until today, we have only ever logged when a call is answered or specifically denied.

Now, all calls from Remote Support Users as well as tablets, will show a log that a call was attempted.

Outgoing calls from Remote Support appear as "Remote Support user {Support Name} initiated a call to {Individual/Location Name}"
Incoming calls from Individuals/Location appear as "Incoming call from {Individual/Location Name} to {Support Name}"

The categories used for anyone using that field in reporting are "call", "initiated", "from_tablet", "from_support" and the event type is "call_initiated"

A fix was applied to an issue where the two-minute countdown timer from a call initiated from the Dashboard would not stop counting down once the call was answered on the tablet. This fix was pushed live late last week.

Before

After

We've been tracking a small number of bug reports related to the newly launched Shifts feature. Some users may have occasionally seen errors while viewing or saving shifts, including the screens shown below.

At 5:00 PM CST, we released an update that improves overall stability and performance and addresses several edge cases that could lead to these issues. This includes fixes to how shifts are loaded, saved, and handed off between users.   

We're continuing to monitor things closely, but things should be running more smoothly now. As always, if you notice anything out of the ordinary, please let us know. We appreciate the reports and patience as we keep tightening things up.

- Myke

😬 OR

We’re rolling out a new feature called Shifts, designed in close collaboration with our partners at Smart Living Systems to support teams that operate with scheduled coverage and formal handoffs.

At a high level, Shifts lets you define when coverage starts and ends, who’s responsible during that time, and how that responsibility is handed off — all directly inside Hearo. This makes coverage more visible, helps identify gaps, and gives you historical data on what was planned versus what actually happened.

This feature is optional. If you don’t run scheduled coverage today, nothing about your existing workflow changes.

If you do, Shifts adds:

• Configurable schedules and assigned users
• Clear handoff acceptance at the start of a shift
• Coverage and gap visibility by location
• Historical shift data and exports for reporting

The video above walks through how Shifts works end to end, including setup, coverage views, and handoffs.

As teams begin using this, we’d love feedback — especially where it helps or where it still needs refinement.

View full Shifts Documentation here.