Chat Functionality (Web & Mobile)
Purpose Statement
The chat functionality within both the Mobile Responder app and Web Responder provides real-time communication capabilities for emergency personnel during incidents and routine operations. This feature enables department members to send custom messages and preset communications within designated chat groups, facilitating coordinated response efforts and operational communication.
Background Information
Effective communication is critical during emergency response operations, and the chat functionality provides a dedicated communication channel within the First Due system. Chat groups can be configured to include specific users, entire departments, or operational units, allowing for targeted communication during incidents or routine operations. The system supports both custom messaging and preset messages for quick, standardized communications. Chat notifications ensure users are aware of new messages across both mobile and web platforms, maintaining communication continuity regardless of the device being used.
NOTE: To create Chat Groups, see the Knowledge Base Article entitled Web Response: Chat Groups.Required Permissions
These permissions are located in the Others- Others Section of Permissions:
- Chat Groups and Preset Messages--Allows users to Read, Edit, Create and Delete Preset Messages and Chat groups.
Video
Step-by-Step Guide (Mobile App)
1. Navigate to the Chat button at the bottom of the screen.
2. Select the Chat Group that you want to send a message to.
- Chat groups can be set up to communicate to all individuals or select individuals within your department.
3. Type your custom message, and then select Send.
4. You can also send pre-set messages to members within your chat group. Select the blue Pre-Set Messages button next to the message box and the list of available pre-set messages will appear.
- Select the preset message that you want, and it will automatically send it to the members within your chat group.
5. Users within your chat group will be notified via push notification of the chat message with a Banner as well as a notification bubble.
6. Users will also see a notification bubble next to each of the Chat Groups with the number of unread messages.
Step-by-Step Guide (Web Responder)
1. Navigate to the Response Module and then Responder View.
2. Navigate to the Chat button at the top left corner of the screen.
3. Then choose the desired Chat Group from the right side menu.
4. Type your message, and click send.
5. You can also send pre-set messages to members within your chat group. select the little blue button next to the message box and the preset messages will appear.
- Select the preset message that you want, and it will automatically send to members within your chat group.
Best Practices
Do's
- Use appropriate chat groups for different types of communications
- Utilize preset messages for standardized, time-sensitive communications
- Monitor chat notifications regularly during active incidents
- Keep custom messages clear, concise, and professional
- Verify you're in the correct chat group before sending messages
- Check for unread messages regularly using notification indicators
Don'ts
- Don't send non-operational messages in emergency response chat groups
- Don't ignore chat notifications during active incidents
- Don't use chat as a substitute for critical radio communications
- Don't send confidential information through chat groups without proper authorization
- Don't spam chat groups with unnecessary messages
- Don't assume all personnel will see messages immediately
Tips & Recommendations
- Learn your department's preset messages for efficient communication
- Use chat for coordination and information sharing during incidents
- Coordinate chat group usage with your department's communication protocols
- Test chat functionality on both mobile and web platforms for familiarity
- Establish departmental guidelines for appropriate chat usage
- Consider chat groups for different operational needs (engines, trucks, EMS, etc.)
- Use chat to supplement, not replace, established radio communication procedures
Troubleshooting & FAQs
Q: Why can't I see certain chat groups?
A: Chat group visibility depends on your user permissions and group membership. Contact your administrator if you need access to additional groups.
A: Chat group visibility depends on your user permissions and group membership. Contact your administrator if you need access to additional groups.
Q: How do I know if my message was sent successfully?
A: Sent messages should appear in the chat group conversation. If messages don't appear, check your network connection and try resending.
A: Sent messages should appear in the chat group conversation. If messages don't appear, check your network connection and try resending.
Q: Can I create my own chat groups?
A: Chat group creation is typically managed by administrators. Refer to the knowledge base article on "Web Response Chat Groups" or contact your system administrator.
A: Chat group creation is typically managed by administrators. Refer to the knowledge base article on "Web Response Chat Groups" or contact your system administrator.
Q: Why aren't I receiving chat notifications?
A: Check your device notification settings and ensure the First Due app has permission to send notifications. Also verify your chat group membership.
A: Check your device notification settings and ensure the First Due app has permission to send notifications. Also verify your chat group membership.
Q: Do chat messages work offline?
A: Chat functionality requires network connectivity. Messages sent while offline may not be delivered until connection is restored.
A: Chat functionality requires network connectivity. Messages sent while offline may not be delivered until connection is restored.
Q: Can I delete or edit messages after sending?
A: Message editing and deletion capabilities depend on system configuration. Check with your administrator about message management options.
A: Message editing and deletion capabilities depend on system configuration. Check with your administrator about message management options.
Related Articles
Related Articles
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