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Knowledge Center

Responder: Chat Preset Messages

Purpose Statement

The Chat Preset Messages feature allows administrators to create, edit, and manage standardized messages that can be quickly accessed and used by all users within the Web Responder module and the First Due mobile app. This functionality streamlines communication during emergency responses by providing pre-written messages for common situations, reducing typing time and ensuring consistent messaging across the department.

Background Information

Chat Preset Messages serve as a library of standardized communication templates that can be instantly inserted into chat conversations. This feature is particularly valuable during time-sensitive emergency operations where rapid, clear communication is essential. Common use cases include status updates, resource requests, scene assessments, and standard notifications. By maintaining a centralized collection of preset messages, departments ensure that all personnel have access to approved, consistent messaging regardless of their location or the device they're using. Prerequisites for managing these messages include appropriate administrative permissions and access to the Response module.

Required Permissions

To create, edit, and manage chat preset messages, users must have the following permission:

  • Response Tab:  Admin Chat Groups and Chat Preset Messages

Video

Step-by-Step Guide
 

1. Navigate to the Response module then to Chat Preset Messages
 

2. Click on New Chat Preset Message.
 

3. Type in the Preset Message.
 
Type in the Preset Message.
 
4. Select Create after creating preset message.
 
Select Create after creating preset message.
 
5. Messages can be sorted in ascending / descending order by clicking on the header.
 

 
6. From the Actions column preset messages can be edited using the pencil icon or deleted by selecting the trash can icon.
 
From the Actions column preset messages can be edited using the pencil icon or deleted by selecting the trash can icon.

Best Practices

Do's:

  • Create preset messages for frequently used communications during emergency responses
  • Use clear, concise language that can be understood quickly under pressure
  • Organize preset messages in a logical order that reflects common usage patterns
  • Review and update preset messages regularly to ensure they remain relevant and accurate
  • Consider creating preset messages for different types of incidents or response phases
  • Use consistent terminology that matches your department's standard operating procedures
  • Test new preset messages with field personnel before finalizing them

Don'ts:

  • Don't create overly long preset messages that are difficult to read quickly
  • Don't use abbreviations or jargon that may not be universally understood by all personnel
  • Don't delete preset messages without verifying they are no longer needed by any users
  • Don't create duplicate or nearly identical preset messages that could cause confusion
  • Don't include sensitive or confidential information in preset messages

Tips & Recommendations:

  • Involve field personnel and dispatchers when developing preset messages to ensure practical utility
  • Group related preset messages by naming them with common prefixes (e.g., "STATUS:", "REQUEST:", "NOTIFICATION:")
  • Consider creating preset messages for both routine and emergency situations
  • Periodically audit your preset message library to remove outdated or unused messages
  • Document the purpose of each preset message if the intent isn't immediately clear from the text

Troubleshooting & FAQs

Q: How do users access preset messages when using the chat feature?
A: Users access preset messages by selecting the preset message button within the chat section of the Web Responder module or the mobile app. All available preset messages will be displayed for quick selection.

Q: Are preset messages available to all users in the department?
A: Yes, once a preset message is created, it becomes immediately available to all users across both the Web Responder module and the mobile app.

Q: Can I edit a preset message after it has been created?
A: Yes, you can edit any preset message by clicking the pencil icon in the Actions column, making your changes, and clicking Save. The changes are immediately available to all users.

Q: What happens if I delete a preset message that users are currently using?
A: Once a preset message is deleted, it is immediately removed from the available options for all users. However, any messages that were already sent using that preset will remain in the chat history.

Q: Is there a limit to how many preset messages I can create?
A: The article does not specify a limit. Consult with First Due support if you need information about system limitations on the number of preset messages.

Q: Can I customize which users see which preset messages?
A: Based on the current functionality described, preset messages are available to all users department-wide. If you need role-based or user-specific preset messages, contact First Due support to discuss customization options.