Responding to Alerts in Command

Once you have viewed the alert on Command, you can then acknowledge the alert which lets the SafeZone user know that someone has seen the alert and will respond.

Messaging and Chat

There are several ways to communicate with a user once an alert has been raised:

• Push Messaging
• Alert Based Messaging
• Click-to-call

Push Messaging

Push Messaging allows a Command responder to send a one-way message to a SafeZone user which they can view on the SafeZone App. The SafeZone user will see the push notification appear on their device but will not be able to respond to it.

If your site does not have Two Way Messaging set up, the Messaging window will appear at the top of the Alert Details which allows you to send a Push message to the user. Push messaging is also available to send to users who are checked-in to SafeZone.

To send the user a Push message:

1. Enter the message text into the text field
   
2. Click on Send.

Alert Based Messaging

Two Way Messaging allows a Command responder to open up a secure two way chat with the SafeZone user through the SafeZone App. This is handy for situations where the user may not be able to talk on the phone as they are in a risky situation or for users who are hearing/speech impaired.

Note: We recommend that Command responders click in the chat box in order for SafeZone chat to display "Active" on the SafeZone user mobile app. If "Operator Offline" is displayed on the SafeZone user mobile app, messages sent from the mobile app will still be delivered.

To set up Two Way Messaging, please see the guide for Global Settings - Two Way Messaging Settings

If your site does have Two Way Messaging set up, you will see the Chat window appear at the bottom of the alert details section.

The SafeZone user can tap on the chat button to start the Two Way chat on their end.

The chat conversation, any photos (that have been taken by the SafeZone user on the SafeZone App) and any alert updates ("The alert was raised successfully", "The alert was resolved" etc) will appear in the chat log. If a situation requires multiple Command responders and multiple responders on OmniGuard all those users are able to chat with the end-user to provide assistance.

To send a Two Way message in Command:

1. Type the message into the text box
2. Click on Send
3. The SafeZone user will see that the Command responder (and any OmniGuard Responders) have joined the chat. As you can see from the screenshot below, it shows
   • • which users are active in the chat
     • which users have joined the room
     • when users are typing a response 
       
4. Users can continue to use the chat feature until the alert has been resolved at which point the alert will disappear from Command and OmniGuard.

Click-to-call

If the computer you are using Command on has software that can dial phone numbers (eg VoIP system, Skype, Facetime, Messenger etc) you can click on the user's phone number in their Alert details window to start a phone call.