¶ Assistance requests
An assistance request is a text message to a device that has to be accepted or declined. Assistance requests are supported by the app. When an assistance request is sent to one or multiple recipients, a real-time dashboard with the response of the recipients is shown in the platform.
¶ Send an assistance request
There are multiple ways to start an assistance request:
- Manually
- Scenario
- Dashboard tile
To send an assistance request using a scenario or dashboard tile, refer to the concerning wiki page.
¶ Manually send an assistance request
Navigate to assistance requests.
Click the button new assistance request to configure a new assistance request. hoose the name and message you would like to send in the assistance request. It is possible to populate the message with a quick text and to use dynamic content like the current date and time.
Send the message to a specific device(s), team(s) and/or devices and app users available in one or multiple geofences.
Choose send request to send the assistance request according to your settings.
¶ View real-time response dashboard
As long as an assistance request is pending, the responses of the recipients will be shown in a real-time dashboard.
The assistance requests are grouped per event. For example when two assistance request actions are configured in a scenario, it will show the two assistance requests in one group. In case of a manual assistance request, it will always be one assistance request.
The group will contain one or multiple assistance requests. This event contains two assistance requests. Evacuate the second floor and Evacuate first floor. Each of them containing one recipient, but the assistance request for the second floor was not accepted.
To view details about the assistance request, you can click the row and the details will show on the right.
This detail screen, will show the status of a delivered assistance response. If a message is properly received by the device; the device will acknowledge the message. When the receiver accepts or declines the assistance request, this response will be updated in the dashboard in real time. Also the date and time of this response is logged. Close the assistance request in order to stop logging the responses and store the current state.
Different statuses:
- Not acknowledged - The request was sent, but not yet received by the app user.
- Waiting for response - The request is sent and acknowledged, but the app user did not respond yet.
- Accepted - The user accepted the request.
- Rejected - The user rejected the request.
To close an assistance request, click Close assistance request and add optional notes. These notes will be available for reporting.
¶ View closed assistance requests
Each closed assistance request is stored per our privacy policy. View any closed assistance request to see the snapshot of the assistance request at the time of closing the request.
