Release Date: 2021-12-01
Applicable to: Admin Portal
A chat is a two-way communication channel between an administrator and one, or more, end user/-s. When a chat is created an invitation message will be sent via email (and SMS if selected). All recipient with an app installed will also receive a push notification and can reply to the chat request inside the app.
One-way messages (SMS & Email)
One-way messages are used to send messages where the administrators do not expect any replies from the recipients. The user interface contains similar features as the chat interface, for example the recipient list (both Quick add and Advanced Filtering) as well as the template system works the same way.
How to start a chat or one-way message:
When you start a new chat you will view this interface. Below you get an explanation to each of the functions connected to the red numbers.
1. Choose between Chat or One-way message
2. Quick add of recipients by free text searching
The easiest way to add recipients is to just search and add people using the “Quick add recipient” function where any kind of recipient (App User, Traveller, Facility, Group, Dynamic Filter) can be added through the search bar.
3. Add recipients through Advanced Filtering
Another way to add recipients is through Advanced Filtering that lets you target certain people or groups through shared parameters offered in the list of filter options below. You can add one or several Advanced Filter at once.
1. Select filter/-s
- Country: Filter users that are currently located within one or more countries. Note that Facilities are not supported in this filter yet.
- Emergency: Filter out users that has an active Emergency.
- Group: Filter users based on the group they belong to
- Home: Include users that are located in their Home Country or away from their Home Country. Note that enabling this filter will automatically exclude all Facilities, since this state is not set
- Last App Contact: Only include app users whose app has been sending a report to the Safeture system within a certain time. Note that setting this filter will automatically exclude all non-app users, i.e., travel booking generated users
- Map Selection: Option to draw a polygon and include any Users and Facilities within the area. The latest 300 Incidents are plotted on the map for reference.
- Tags: Search for Users and Facilities with one or more tags set.
- Type of recipient: Filter Facilities or Users only.
- Upcoming travel bookings to IATA: Filter travelling users based on one or more IATA codes (airport codes) during a pre-defined time period. The IATA codes will include any booking with the IATA code attached, i.e., Flights, Hotels and Rental Cars. If the booking does not user IATA codes the travelling user will not be included, which depends on the source of the booking data.
- Upcoming travel bookings to Region: Same as above, but filter based on the entire Country instead of separata IATA codes.
- Past travel booking to IATA/Region: Same as above, but filter out historic bookings instead of upcoming.
2. Add selected filter/-s or save as Dynamic Filter
When a filter is set, it is possible to either add the result as it is to simply start messaging to those users.
The other option is to save the Filter as a Dynamic Filter. This way, administrators can save any kind of Filter and access at a later point, either via the Quick Search, or through templates. All Dynamic Filters, except for Map Filters, can be edited and re-named.
If you select multiple parameters in the same filter, then the recipients need to be a part of all to be added. However, if you add those parameters in a separate filter everyone will be added. For example: adding a filter for both a Country and a Groups, means that the recipient needs to be present in both these filters to be part of the resulting list. It is however possible to add multiple Advanced Filters to include users from more than one filter.
The resulting set of filtered users can vary depending on where users are at the time of the message being sent if the filtering has been done based on location for example.
4. Enter title of chat
5. Type the content of the message here
6. Set your sending options
You can quickly set your sending options based on the type of message you are sending:
- Include as SMS: Enables you to send the message via SMS in addition to email.
- High Quality SMS: If this is enabled, the advanced SMS routing engine will be used, meaning that if the system detects problems during sending, alternative routes and up to 50 send re-tries will be done to achieve the highest deliverability as possible*
- Include “Are you OK” request: Enabling this will provide the chat recipient with an option to mark if they are OK.
- Allow users to see each other’s messages: Enabling this will make the chat fully transparent for all participants and everyone will see all communication. Disabling this and only the administrator will see any communication from the recipients.
- Send message to facility managers only: This option is only displayed if one or more Facility is included in the recipient list. If enabled the message will not be sent to all Contacts connected to the Facility, but only the ones that are marked as “In Management” for each facility.
7. Use previously stored templates or save settings as a template
Templates can be used to store parameters for messages and chats to make sure administrators can start communicating quickly which for example when an incident has occurred.
Note: Templates are separate instances between Chats and One-way Messages, meaning that you cannot access a Chat Template when sending a new One-way Message and vice versa.
Chat Templates support the following:
- Chat title
- List of recipients, including Dynamic filters
- Initial message content
- Any sending options
One-way message templates support the following:
- List of recipients, including Dynamic filters
- Message content
- Any sending options
Chat invitation to end users
When a chat is created an invitation message will be sent via email (and SMS if selected) containing a pre-defined message: “IMPORTANT. Your security admin wants to chat and/or know that you are OK. Please go to chat: and respond”. The URL is unique per recipient and can be used to reply and mark “I am OK”.
All recipient with an app installed will also receive a push notification and can reply to the chat request inside the app.
It is also possible for the end user to reply that they are OK by replying to the invitation SMS. The message will be displayed in the chat and if it starts with “OK”, the user will automatically be marked OK.
Note that if there are several parallel chats ongoing, the incoming SMS will only mark the user as OK in the latest Chat.
Note: Replying to SMS only works when the SMS was sent from the platform via a numeric phone number.
Access ongoing and archived chats
In the submenu Chats, you find all chats – both ongoing and archived ones. From here it is possible to see an overview of the dialog and also how many users that have responded that they are OK.
Administrators can choose to add more recipients, who then will receive individual invitation messages.
It is also possible to start a new chat and only include the users that has not responded to previous chats. This way administrators can quickly focus on the users that might need help after an initial round of replies from some users.
When archiving a chat, the Users will no longer have access to the chat and cannot reply. The chat will be moved from the active list of chats to the Archive. It is possible to un-archive a chat.