The Latch Intercom shows visitors a directory of residents they can ring. To appear in that directory, a resident has to meet three conditions in DOOR OS — being invited isn't enough on its own. This article walks through the three requirements and how to satisfy each.
About this feature
The Intercom directory is the list of residents that visitors scroll or search through at the physical Latch Intercom. Each entry has a display name and a call target (the resident's phone and DOOR App). For a resident to show up in the directory, all three of the following must be true:
- The resident has a Key that includes a door paired with a Latch Intercom.
- The resident is assigned to a Digital Unit in DOOR OS.
- Display in Intercom is toggled on for that resident.
Miss any one of these and the resident won't appear at the Intercom — even if they have full Key access to enter the building.
Before you start
- You're signed in to DOOR OS.
- You have Key Management permissions for the property.
- Your property has a Latch Intercom paired with at least one door (typically the building front door). Doors paired with an Intercom show an +Intercom badge in DOOR OS.
Steps
- Confirm the resident has the right Key. Open the resident's profile in People and verify they're assigned a Key that contains a door with the +Intercom badge — typically your "All Residents" Key with the front door.
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Assign the resident to a Digital Unit. A Digital Unit in DOOR OS is distinct from door access — it's how the Intercom knows which entry corresponds to which apartment. Two ways to assign:
- During the invite flow — choose the unit when inviting the user.
- From the resident's detail page — go to People → select the resident, find the unit field, and set it. For the full unit-management flow, see Creating, editing, and assigning units.
- Turn on Display in Intercom. In the resident's detail page, find the Display in Intercom toggle and turn it on. This controls whether the resident's name appears in the directory at all (separate from access — a resident can have access to the front door without being listed by name in the directory).
After all three are set, the directory updates within about an hour. Allow more time on first setup if many residents are being added at once.
Note: You do not need a Property Management System (PMS) integration to set up the Intercom directory. If your property uses ePMS or User Sync, those features sync resident data into DOOR OS — but they do not automatically control who appears in the Intercom directory. The three requirements below apply regardless of how residents were added to your system.
If it didn't work
- Resident has the right Key but isn't in the directory — confirm a Digital Unit is assigned and Display in Intercom is on. The most common gap is a missing unit assignment.
- Resident shows in DOOR OS but not at the Intercom — wait up to an hour for the directory to refresh. If still missing, see The Latch Intercom shows 'Empty Directory'.
- Display in Intercom toggle is missing — the door paired with the Intercom may not be on the resident's Key. Add the Key first, then return to the toggle.
Related articles
- Customizing the Intercom directory
- The Latch Intercom shows 'Empty Directory'
- Creating, editing, and assigning units