Notifications Overview

VIDEO 

 

TOPIC SUMMARY

  • How Workflow Notifications are managed with various recipients, process steps & templates
  • Create or edit Notifications Templates for email or Text Messages (SMS) with dynamic content
  • Set up Notifications for certain answers to key Questions that warrant more Follow-Up actions
  • Use Placeholder items in Template setup to add dynamic content
  • Control when Outbound phone calls are made by the system using Outbound Call Settings

TRANSCRIPT OF VIDEO 

Now we are looking at the notifications section in Case Vision as a system admin. For notifications we can have the platform notifying people when reports are in certain statuses as far as the report is not complete, the report has been completed, the report has moved from one level of review to another, notifications can go out. We can also send out alerts to people at the agency when certain questions are answered a certain way. Then we can send notifications back to the citizen asking them to provide additional information when the report is being reviewed. We also have some automated notifications for transcription when the human transcriptionists that are going to be providing the typed responses for the spoken reports, if the transcription work does not happen on time or so forth, we can actually send notifications throughout the entire life cycle of the report. We have some daily broadcast notifications that can go out to administrative personnel at the department letting them know how many reports are in certain statuses and so forth, and then under here we also have the templates that are used for all the notifications and then the outbound call settings.

The first section under notifications is Workflow. For Workflow it is important to understand that the report has different stages that it is going to live in, in the platform. There is a partial setting for the report when the report is not yet complete. It is partially completed by the citizen. If that report is started by the citizen and they do not finish it, the platform is going to go out to the citizen on a certain cadence and ask them to finish their report. What this is saying is when it is in a partial status and it has been delayed for a day, we are going to send the citizen an email. We are going to send an email actually to the reporting party and we are going to use the partial notification template 1. Then day 2, do the same thing but use notification template 2, and then we are going to switch it up on day 3 to notification 3 and we are going to give them a couple of days and we will email them after a week. Use notification 3 again and then use two weeks, notification 3, three weeks, notification 3, down the line to the partial notification final warning.

What this is doing, we are basically letting the citizen know that you started a report, if you want to finish it, you need to, there is a certain amount of time you have. All these notification emails, I will give you some to understand what those look like. Notification 1 is basic a subject line that says you have 29 days and your report is going to expire and we are giving them a link to come back and finish their report. We are kind of letting them know they have a total of 30 days to do the report so we say we have 29 days left and then day 2, they are going to see this email and now you have 28 days left, so we are just letting them know. Now this is bold. If your agency wants to change this you can but we found these emails work pretty well how they are structured. These notification emails again just let them know that now the report is going to expire soon, we are just going to send this email repeatedly, and eventually they are going to get the final warning. This is the last email from us and basically this is saying we are going to automatically expire the report without it being reviewed at the agency. This is configurable so we can have the report actually reviewed before it expires. We can change any of the content of the emails that go out to the citizens. These emails will go out, again this is a template, and those emails will look something like this. I will pull one up.

This is an example of an email that would come out from the platform. This person did not get to the point of putting in their name, probably because it was someone within Ten8Tech just testing on the platform. What this is showing is if this was the citizen it is going to say from the River City Police Department or your police department's name as is at Casenumber.com. They will see that in their email inbox and they are going to recognize oh, I did file a report with whatever the police agency's name is and there is a higher likelihood they are going to open it. The subject line if pulled in from that template and then this is what the template is going to basically do for the agency is it is going to brand it with whatever the color palette is that you have set in the platform. It is going to pull in all the information from the platform and it kind of lets them know that this is a send-only email address so they cannot respond to it. When the platform is running in demo mode, it actually says that here in the email templates. This is just when the agency is testing the platform internally you will see this. Once the agency goes live to the public those statements go away from all the notifications. This is kind of what the emails will look like and then how that email flow setup, here within the templates.

Going back to notifications, we just talked about workflow, so there are partial notifications going out. When the report is approved, an example here, this is when it is in transit denial. We are going to send them the email to let us say the reporting party and we going to give the report denied email. If we want to change this we can actually click on it here and change it here and this is what creates that recipe to change the interaction.

With that we will go ahead and move over to the questions. For the questions we can have text messages or emails go out. We can have an internal alert based on someone starting a report. If someone says yes, they are going to tell the truth, we can send out a text message instantly to whoever is designated, using templates for text messages.

We can have internal keyword alerts. So if we are looking for keywords and if a keyword is mentioned in any of the specific questions sections we can send out email notifications to anyone at the department, the agency admin or as well as any individual users. The keywords can look for example the crime narrative. If someone says the word gun, bomb, any foul language, you know they can mention the word school or something. We can trip a keyword alert that is going to instantly send a text message or an email template to whoever is designated at the agency, again based on a template. That is running 24/7 so as the agency is really not paying attention to the platform, the platform is still paying attention to what is going on for the agency and it is going to let the agency know when it needs to.

Follow-up notifications are so when the agency needs to basically reach out to the citizen and ask them to provide additional information it would leverage this notifications section. Transcription, if the report is pending citizen input but the transcription has been completed, because let us say the citizen starts the report on voice, they finish half of it, they get to the property section and they take a couple days to go get their serial numbers. The platform is going to know that the report is not completed. The transcription work would have come back but we are still going to reach out to the citizen and ask them to finish the report and then just the different steps in transcription, we could basically set up some notifications if needed.

Daily notifications, we can send these out based on the number of reports and a status. The number of reports received and so forth, just again leveraging it in a template. We did talk about the templates briefly. If we want to add a new template, you basically do that just by naming it. Put the subject line in here. We would designate to be an SMS template if needed, you would basically put this in here, and you can pull on any of the known data sets for the report when you are going to use the template. For example I will show you the text message template. For the text message, this would just go out saying the agency's name, the reference number, the report date, and saying yes to tell the truth. You can get a text message, you know okay, someone just started a report at this date, and this is the reference number and so forth.

The final thing is outbound call settings. This is basically saying that the phone system will only make outbound calls to citizens between certain times. It is not going to call any more than however many times it is configured to call and then delay it by X number of minutes. This way you are not getting phone calls at 2:00 am from a system saying follow-up on your report as a citizen.

Those are the notifications at a high level and there are some additional videos that go into each section so you can look at that if you have any questions.

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