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Incident Alerts

This template can be used for notifying clients or primary contacts of an incident that has occurred during a service being delivered. It allows you to provide the necessary information and also request a callback should they wish to.

conversation Preview
Pendula Text message preview

Setup guide

To apply this template in Pendula, simply select an event flow and set this to trigger when a record is created. This means that the moment an incident report is input into your source data it will send automatically, in addition to the criteria specified below:

  • Status <selector>equals<selector> 'open' or 'new' (or whatever best represents this)
  • Additionally, you'll need to ensure you have a placeholder field for capturing data upon a call request

What's the difference?

Broadcast
  • Alert client
Conversation
  • Alert client
  • Enable a call request
  • Confirm call request
conversation Preview
Pendula Text message preview

Pendula flow

Outbound SMS

Suggested Copy:

Hi {{FirstName}}, you are receiving this message to inform you of an incident involving {{ClientName}} that has occurred during their service being delivered.If you have any questions reply 'call' and our team will reach out.

Inbound reply

Suggested Keywords:

Call; Call Me; Help

Field update

Field = Call Request

Operator = equals

Value = True

Outbound SMS

Suggested Copy:

Thanks {{FirstName}}, we'll have someone reach out as soon as possible