Give Every Call the Right Level of Support

Not every call to emergency communications requires a live telecommunicator. Administrative requests, routine updates and other non-emergency interactions can often be handled automatically.

CallTriage handles routine, administrative and appropriate non-emergency interactions, reducing repetitive work for emergency communications teams.

Callers communicate differently depending on the situation and the channel they’re using. Supporting natural, flexible communication helps agencies collect accurate information from the start.

Through natural conversation across voice, SMS and web, CallTriage gathers the information your agency needs. Callers can communicate in their preferred language, helping them share details confidently and supporting more complete information collection.

Automated systems work best when they reflect how an agency already operates, not a generic process layered on top. That means following existing procedures and knowing when to bring in a person.

CallTriage follows your agency’s established procedures, escalates situations that need human intervention and organizes collected information into CAD-ready records. Supervisors can monitor automated conversations in real time, view transcripts and summaries, and review interactions afterward.

During an active call, a telecommunicator is focused on the situation at hand, not on remembering every detail for later. A live, accurate record helps fill that gap.

Call Assistant captures conversations in real time, creating a live record that helps telecommunicators keep track of important details as calls unfold.

Telecommunicators manage a wide range of protocols and procedures, often under time pressure. Having the right information surface automatically, rather than relying on memory alone, supports more consistent responses.

Call Assistant identifies important keywords and surfaces relevant prompts, supporting information and agency-defined SOPs to help telecommunicators respond confidently during active 9-1-1 calls.

Calls don’t always stay in the category they started in. A 9-1-1 call can turn out to be non-emergency, and the transition between systems should be seamless for the caller.

When a 9-1-1 caller turns out to need a non-emergency channel, the telecommunicator can send them to CallTriage with one click. CallTriage follows up using the details already captured, so callers don’t have to repeat information they’ve already provided.