Customer experience
The Customer experience page (Settings → Customer messaging → Customer experience) controls what your customers see inside the CleverAlert app. Today that covers the reports your responders file on the event timeline, and how your operators are named in it.
Responder reports
Controls what happens to the reports your armed responders file on an event (the incident report in the CleverResponder app). Every report is added to the event timeline as a "Responder report" entry — what the responder found and their note — plus a "Responder photo" entry for every photo they took (see Responder Incident Report).
- Show responder reports to customers (default off) — when on, those Responder report and Responder photo entries also appear in the customer's event timeline in the CleverAlert app, photos included, and in the incident report emailed to the customer. The switch works retroactively: turning it on also reveals reports and photos filed before now, and turning it off hides the ones already shared — a shared photo's link stops opening too. Your control room always sees responder reports and photos regardless of this setting. Because this changes what customers see, a confirmation dialog appears before the change is saved.
- AI clean-up of responder notes (default on) — spelling, grammar, and phrasing are automatically improved before a note is shown on the event timeline, so a hastily typed field note reads professionally. No facts are added or removed — only the wording is cleaned.
- The note stays in the language it was typed in. Responders write in English or Afrikaans, and the clean-up never translates between them: an Afrikaans note is tidied into Afrikaans, an English note into English. A note that mixes both is left mixed. Trade words (slip, LED, precon, panic, KP) and unit call signs, slip numbers and people's names are copied through exactly as written.
- Common trade abbreviations are expanded in the note's own language — AIO becomes "All in order." in an English note and "Alles in orde." in an Afrikaans one. An abbreviation whose meaning is not certain is left as the responder typed it.
- Always translate notes to English (default off) — a sub-option of AI clean-up, for a control room that would rather read one language on the timeline. When on, a note typed in Afrikaans is translated into English instead of being tidied up in Afrikaans; facts, names and numbers carry across unchanged. It needs AI clean-up to be on, and it does not change the original.
- The note exactly as the responder typed it is always kept: the control room's incident-report panel shows the cleaned version with the original one click away under "Original (as typed)". If clean-up is switched off, is momentarily unavailable, or cannot produce a clean version of a particular note, that note is shown exactly as typed.
Operator identity
Controls how the operator handling an event is named in the customer's event timeline — for example in "Event completed by …" or "… reported all in order." Many control rooms prefer not to expose their operators' personal names to customers.
Show operators to customers as offers five options:
- Their name (default) — the operator's own name, as it appears on your team list. This is the behaviour every control room had before the setting existed.
- Their nickname — the customer-facing nickname captured on each team member (People → open the person → Edit details → Nickname). A member without a nickname shows as the control room name instead.
- Their desk — the workstation the operator is signed into (e.g. "Desk 2"), from the desk registry under Control room → Desks. An operator who is not signed into a desk shows as the control room name instead.
- The control room name — every operator shows as your control room.
- Custom text — one fixed name of your choosing for every operator (e.g. "Monitoring Team"). Left blank, customers see the control room name instead.
The masking applies only to what customers see — the timeline in the CleverAlert app and the push notifications built from it. Your own control room's timeline in CleverCommand and the PDF event reports always show the operator's full name, and every entry stays linked to the operator's account for accountability.
The choice applies to timeline entries written from that point on. Entries written before the change keep the wording they were written with.