Question

How do contacts join a live incident chat in Everbridge Suite?

Answer

Contacts can join the Incident Chat via the following methods: 

• EVERBRIDGE MEMBER PORTAL
• EVERBRIDGE 360 APP
• EVERBRIDGE MOBILE APP

Using Incident Chat with the Everbridge Member Portal

Contacts can access the Incident Chat if Display incident information has been enabled in the Organization Member Portal Settings. To enable this setting, see knowledge article EBS: Displaying Incident Notifications to Contacts in the Everbridge Member Portal.

When the incidents option is selected, the Member Portal displays a list of incidents for which the logged-in Member Portal contact has been a contact in at least one notification for that incident. The contact will be able to participate in the Incident Chat for that incident from the Member Portal by following the steps below: 

1. Log in to the Everbridge Member Portal
2. Select the Incidents tab from the top menu bar
3. Click on the Open Incidents tab
4. Locate and click on the title of the required Incident
5. Select the Chat option

Here contacts can view participants and share text and attachments in the chat.

Using an Incident Chat in the Everbridge 360™ App

Contacts who receive an Incident Notification can access and participate in the related Incident Chat within the Everbridge 360™ App.

Accessing Incident Chat from Notification Details

When an Incident Notification is delivered through the Everbridge 360™ Mobile App, the Incident Chat can be accessed directly from the notification details.

To view the Incident Chat:

1. Open the Everbridge 360™ Mobile App.
2. Select the Comms icon.
3. Locate and select the title of the required incident.
4. Select Go to Secure Chat.

The Incident Chat displays participants, messages, and any shared attachments related to the incident.

If accessing Secure Chat for the first time for a given incident, a joined message may display in the chat history.

Using Incident Chat with the Everbridge Mobile App

Contacts selected to receive an Incident Notification will receive an alert on their mobile device from the Everbridge Mobile App, just like any other notification that is sent to the Mobile Push Alert delivery method.
The Incident Chat can be joined via the Notification Details, Incident Details or the Chat / Secure Chat section. 

If the Mobile user is tapping the Go to Secure Chat button for the first time for a given incident, a joined message will be displayed for that contact.

Joining from Notification Details

Contacts can view and participate in the Incident Chat via the Notifications in the Everbridge Mobile App, the mobile user will see an option on the page to Go to Secure Chat.

The contact will be able to participate via the Incident Notification by following the steps below: 

1. Select and click on the Feed view from the drop-down options
2. Click on the Notifications tab in the Feed view
3. Locate and click on the title of the required Incident
4. Click on the button Go to Secure Chat

Contacts view participants and share text and attachments in the chat.

Joining from Incident Details

If Group notifications by the incident as been enabled in the Organization Settings, contacts can join the Incident Chat via the Incidents Feed tab in the Everbridge Mobile App.  
To enable this setting, see knowledge article Mobile: Grouping Incident Notifications by Incidents in the Everbridge Mobile App.

When the contact taps the Incidents button, the app displays a list of all Incident Notifications for which that contact has received.
The contact can then select an incident from the list to join the chat related to that Incident.

The contact will be able to participate via the Incident Notification by following the steps below: 

1. Select and click on the Feed view from the drop-down options
2. Click on the Incidents tab in the Feed view
3. Locate and click on the title of the required Incident
4. Click on the button Go to Secure Chat

Contacts view participants and share text and attachments in the chat.

Joining from Chat / Secure Chat

Everbridge Mobile App users will have an incidents button in the upper right of the Chats / Secure Chats page of the Everbridge Mobile App.

The contact will be able to participate via the Incident Notification by following the steps below: 

1. Select and click on the Chats / Secure Chats view from the drop-down options
2. Click on the Incidents tab
3. Locate and click on the title of the required Incident