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Configuring and Managing Teams

Learn how to create and manage teams, add or remove members, assign team leaders, and configure alert notifications and escalation settings.

Table of Contents

Admins are responsible for creating and managing teams, while users belong to these teams. Each team is set up to handle alert escalations, which are addressed by the team leaders. There is no limit to the number of teams within an organisation or the number of users in a team. However, each team must have at least two leaders.

Team Settings

Creating Teams

Admins create and manage teams.

  1. Log into the web portal as an admin.
  2. Open Teams
  3. Select New Team
  4. Configure team details.
  5. Save.

 

Deleting Teams

Admins can delete teams. If a team is deleted, all members will become team-less (unless they are in another team) and should be added to a new team. Deleting a team cannot be undone.

  1. Log into the web portal.
  2. Open Teams
  3. Select the team.
  4. Select the three dots to the right of its name.
  5. Select Delete Team

General Settings

Alert notification channels and optional emails use business hours to determine when notifications are sent. If a team leader's notifications are only enabled after-hours, they will not receive notifications if an alert or action is triggered by a team member during business hours.

Report summary times determine when reports are sent.

 

Members

The Members section lists all team users (team members). Admins can add or remove members and assign them as team leaders.

To make a user a team leader, click the three dots next to their name and select add team leader status. The same process is used to remove team leader status.

To add a user to a team:

  1. Log into the web portal.
  2. Open Teams
  3. Select the team.
  4. Open Members
  5. Select Add users
  6. Search for and add the user(s).

 

To remove a user from a team:

  1. Log into the web portal.
  2. Open Teams
  3. Select the team.
  4. Open Members
  5. Find the user you want to remove by using the search function.
  6. Click the three dots next to their name, then select Remove from Team 

Note - this action only removes the user from the team, not from your overall account.

Team Notifications

The Notifications menu serves as a central hub for managing and configuring Team Leader notifications within a Team. There are three tabs you can navigate between:

  • Alert Notifications: Manage the channels and escalation times for critical, alert-related notifications.
  • Optional Notifications: Manage non-critical, activity-related notifications.
  • Hand Overs and Summaries: Manage recipients of shift handovers and daily/weekly report summaries.

How to Manage Team Notifications

  1. Log into the web portal.
  2. Under Manage, open Teams.
  3. Select the team.
  4. Open Notifications.
  5. Edit the subscribed channels of a Team Leader across the relevant tabs.

Team Settings

Alert Notifications

Subscribe Team Leaders to specific channels and escalation times for critical alert-related notifications. You can individually assign notification channels across three different escalation times.

Business vs. After Hours Toggle
Both Business and After Hours have their own separate escalation configurations. Use the Business / After Hours switch to change the time context of the table before configuring your channels.

Escalation Times
Triggered alerts will notify Team Leaders on a schedule if no follow-up has been completed:

  • Initial (+0 mins): Sent instantly.
  • 1st Escalation (+15 mins): Sent 15 minutes after the alert is triggered.
  • 2nd Escalation (+30 mins): Sent 30 minutes after the alert is triggered.

Notification Channels
Alert notifications are sent out through assigned channels. Team Leaders may have different channels assigned to each individual escalation time.

The configurable channels are:

  • Email: Sends an email with alert information and a link to the activity.

  • SMS: Sends a text message with alert information and a link to the activity.

  • Phone call: Initiates an automated phone call to alert the team leader.

  • Push Notification: Notifies the team leader of a triggered alert. They must be logged into the app.

Important - Teams must ensure they have a recipient set to receive alert notifications for both Business & After hours. You must also qualify the minimum assigned channel requirement: At least 1 Team Leader must be set to receive either an Email, SMS, or Phone call.

Optional Notifications

Subscribe Team Leaders to non-critical, Activity-related notifications.

  • Start: Sent when a team member starts an activity
  • ETA Change: Sent when a team member extends their timer.
  • Alert Followed-up: Sent when another Team Leader completes following up on an alerted activity.
  • Alert Summaries: Subscribing makes this user eligible to receive Alert Summaries. (Note: Summaries are only sent if the operator explicitly selects 'Send Summary' during or after the follow-up process)
  • Home Safe: Sent when a team member completes an activity.
  • Request Approved: Sent when another Team Leader approves or declines a requested activity.

Important - The available channels for certain Optional Notifications depend on your configured Organisation & Enterprise-level notification settings. To enable the SMS channel for Optional Notifications, you must ensure your Enterprise has an SMS Provider integration set up and enabled.

Hand Overs and Summaries

Subscribe Team Leaders as recipients to Shift handovers and daily/weekly report summaries. Note: These specific notifications are sent via Email.

  • Hand Over Reports: Contains all ongoing and alerted activities at the time of generation.
  • Daily/Weekly/Monthly Summary Reports: Details the team's activity over the last 24 hours, week, or month.

Report Generation Schedule

  • Daily & Handover Summaries: The generation times can be customised in the general settings for each specific team.
  • Weekly Summaries: Sent every Monday at 6:10 AM.
  • Monthly Summaries: Delivered on the first day of each month at 7:00 AM.