What happens with urgent messages

When someone writes about something serious, such as danger, abuse or self-harm, the assistant keeps talking gently and flags the chat quietly. Here is what follows.

Check these first

Where you see it

Who can act: you. Urgent chats show under the Urgent filter in Live chats, and under Needs your attention on the Dashboard. Open the chat and reply, or select Take over. See Live chats.

The alert you get

The pastor is alerted at once by WhatsApp and push notification. Quiet hours do not delay urgent alerts. See Alerts on WhatsApp.

If nobody responds

If nobody acknowledges within 10 minutes, the alert goes to the delegates. After that it goes to the escalation contacts that admins set under Settings, General. See General settings.

Repeat alerts

You get one urgent alert per person every 6 hours, so you are not flooded. Check Alert history for what was sent.

Emergency details in replies

Who can fix it: an admin. In danger, the assistant uses the emergency contacts saved under General training, in Facts. Keep them correct. See Facts.

Important: The assistant is not a replacement for emergency services. If someone is in immediate danger, call them or the local emergency number yourself.

Still stuck?

Select Help at the bottom right to ask the help assistant. It can check your setup and send a support request to your admins.