Help centre / Communications & Inbox

Emergency e-mails → Emergency Jobs & made-safe steps

Life-safety e-mails skip the request queue and raise an emergency with a response clock.

E-mails containing emergency / life-safety words (gas smell, flooding, no power to a care home, someone trapped…) are routed to Emergency Jobs rather than the request pipeline. Ignore phrases such as "fire door" keep ordinary maintenance where it belongs.

What happens

1. Known client → the emergency is raised automatically (4-hour default response, faster if the e-mail asks); unknown sender → one click to raise it.
2. The sender is acknowledged, admins are alerted.
3. An AI scope is published straight away: make-safe first, then repair. Staff can Re-draft with AI after new photos arrive.
4. The engineer's My Work view turns the make-safe bullets into tick boxes — each tick needs an evidence photo.
5. The client portal shows Made safe at HH:MM with the steps and photos, a one-page Made Safe PDF (also e-mailed and filed in the job's File Hub folder) and the follow-up repair steps as they're ticked.

Settings live in Mailbox settings → Emergency (word lists, ignore phrases, default SLA).

Related: Emergency jobs · Mailbox settings