How do I customize the Latch Intercom directory?

The Latch Intercom directory can be tailored beyond the default list of residents. You can promote up to three Featured Entries to the top, reorder how units appear, hide specific units, and change how names display. This article covers each customization and where to find it in DOOR OS.

About this feature

The Intercom directory is what visitors see and scroll through at the physical Latch Intercom. By default it lists every unit with at least one resident who has Display in Intercom on. Customization options:

• Featured Entries — up to three pinned entries at the top (e.g., "Leasing Office," "Property Manager").
• Unit reorder — drag-and-drop the order of units in the directory.
• Hidden units — units that exist in DOOR OS but should not appear at a specific Intercom.
• Name format — choose how resident names display.
• Custom names — toggle whether residents can override the default name format with their own preference.

Most customizations propagate to the physical Intercom within about an hour after saving.

Before you start

• You're signed in to DOOR OS with property management permissions.
• Your property has a Latch Intercom configured. If residents aren't yet appearing at all, see How do I add residents to the Latch Intercom? first.

Steps — Add a Featured Entry

Featured Entries pin up to three entries at the top of the directory, useful for non-resident dial targets like the leasing office.

1. Sign in to DOOR OS.
2. In the left-hand menu, navigate to Manage Settings → Access Settings → Intercom Settings.
3. In the Featured Entries section, click Actions.
4. Add up to three Featured Entries.

Note: You cannot promote an existing unit into a Featured Entry — Featured Entries must be created new.

Steps — Reorder Featured Entries

1. Sign in to DOOR OS.
2. Navigate to Manage Settings → Access Settings → Intercom Settings.
3. In the Featured Entries section, click Actions.
4. Use Reorder to drag Featured Entries into the desired order.

Steps — Reorder units in the directory

1. Navigate to Access in the navigation bar and select Units.
2. Click Reorder.
3. Drag and drop units into the order you want them to appear at the Intercom.

Steps — Hide units from a specific Intercom

If your property has more than one Intercom (e.g., separate Intercoms at the front and side entrance), you may want some units to appear at one but not the other.

1. Navigate to the door paired with the Intercom you want to manage.
2. In the door detail view, tap Intercom.
3. Tap Actions, then Hide Units, and select which units to hide.

Steps — Change name format and custom names

These settings change how all resident names display at the Intercom.

1. Sign in to DOOR OS.
2. Navigate to the Settings menu and choose Intercom Settings.
3. Use the Name Format dropdown to pick how names appear (e.g., "First Last," "Last, First").
4. To prevent residents from setting their own custom names, uncheck the box in the Custom Names section. Leaving it checked lets residents override the default format with their own preferred display name.
5. Click Save Changes.

Allow up to one hour for the directory to refresh on the physical Intercom after saving.

If it didn't work

• Changes don't appear at the Intercom — wait up to an hour. If still missing, the Intercom may be offline. See The Latch Intercom shows 'Empty Directory'.
• Featured Entries don't accept input — confirm you're at the property level (not portfolio) in the DOOR OS scope selector.
• Reorder doesn't save — refresh the page and try again. Some browsers cache the Units list aggressively.

Related articles

• How do I add residents to the Latch Intercom?
• The Latch Intercom shows 'Empty Directory'