Respond to an emergency alert in Rekkeh

You respond to an emergency alert by moving it through four actions in order: Acknowledge, Dispatch / En route, Mark arrived, and Resolve. Guards act from the Gate Ops mobile app, while administrators oversee the queue and update records from the Estate Admin web app. Both surfaces show the same alerts.

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Where you respond to an emergency

Guards respond from Gate Ops; administrators oversee and update records from the Estate Admin web app.

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In Gate Ops

Open the Security tab, then choose Emergency Alerts from Security tools. The list shows every live resident alert. Tap a row to open its Emergency Detail screen, where you take the next action. If other active alerts exist, the detail screen shows an N active emergency — view all pill that returns you to the list.

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In Estate Admin

Open the Emergency oversight page at /emergency, which loads only when the safety module is enabled for your facility. The list shows every alert with its status and SLA badge; active alerts sit under Needs attention and closed ones under Resolved & cancelled.

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Work the alert through the response chain

Gate Ops shows only the single next action for the alert’s current status, so you advance it one step at a time in this order. Each successful step updates the status and refreshes the alert and its response timeline. If an update fails, Gate Ops shows a Could not update status message and keeps the current status.

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Resolve an emergency

Resolving is the only response action that requires a confirmation, because it closes the live response. When you tap Resolve, confirm with Resolve on the “Resolve emergency alert?” prompt. Choose Keep alert to leave the alert open and return to it. Once an alert is resolved or cancelled, no action button is shown. The detail screen instead shows Resolved or Cancelled with the time, plus the resolution note when one was recorded. There is no dedicated cancel action in Gate Ops.

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Track the SLA and the reported location

The detail screen shows how the alert is tracking against its SLA and where the reporter is, both of which guide your timing and your approach. Before an alert is acknowledged, the detail screen shows a countdown until the SLA (the emergency SLA defaults to five minutes). After the window passes it shows SLA overdue or SLA breached, and an escalated alert shows Escalated to supervisors. The alert shows a live or reported location. When it exists, use Open Maps or Get directions to reach it. When no location is shared, Gate Ops shows Location not shared — ask the reporter where they are when you call. The detail screen and timeline, and the Estate Admin alert list, refetch every 15 seconds so status changes appear without a manual reload.

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Respond from Estate Admin

Administrators use the Estate Admin Emergency oversight page to monitor the queue and update records, and they can work an alert through the same four actions as Gate Ops from an incident’s Emergency dispatch panel. Use Assign responder (optional) to choose an active guard before you dispatch. Click an alert row to open its drawer. There you can change the alert’s Status and Severity directly, add a Resolution note (required, at least 10 characters, when resolving), and save your changes. Open full incident takes you to the full incident record. Save changes stays disabled until you have edited a status, severity, or resolution note.