How to Respond to an Alert in the React Mobile Customer Portal

In this article, you will learn how to respond to an alert in the React Mobile Customer Portal on your desktop web browser.

All users with access to the Customer Portal can view alerts; however, it is important to note that not all users will be able to respond to alerts. To change user permissions, refer to the How to Add, Edit and Remove Users article for assistance.

Responding to an Alert in the Customer Portal

• When an alert is initiated, all users logged in to the React Mobile Customer Portal (https://portal.reactmobile.com) will receive visual and sound notifications. The dashboard will also display a notification box in the top right corner.
• Select the alert notification to reference alert details.

• In the alert details information, you will be able to view the Device Name, Location of Alert, Chat Box and there will be two options to either: Mark Arrived or Resolve Alert.

• Observe the alert location and dispatch a responder based on your property specific SOP for responding to active alerts.
• Respond to the alert via the chat box to notify both other responders and the alert source that an employee is responding and en route. When a message is sent from a responder to the chat box, the panic button calling for help will shift from flashing red to flashing red and blue. This feature allows the alert source to know that help is on the way and the alert has been acknowledged.

• Once a responder confirms they have arrived at the location, select "MARK ARRIVED." This will stop the response time to measure how long it took for the response team to deploy to the associate who has triggered the alert.

• When a responder confirms the situation is handled and under control, ensure you communicate this internally and select "RESOLVE ALERT."
• In order to resolve an alert, the team will have to select the appropriate incident from the options: Guest Incident, Staff Incident, False Alarm, or Just Testing. The responder will also be required to describe the "Reason for Resolution."
• Select "RESOLVE ALERT" at the bottom of the pop up. The alert will then be cleared from both the Customer Portal, the React Mobile Hospitality Application and the Panic Button that the alert was initiated from.

For a walkthrough of theses steps, refer to the video located at the bottom of this article.