Two Way Communication - Add Discussion Message

This article explains the messaging capability in the Discussion section, allowing direct communication with the reporter or investigator. This feature streamlines the process of requesting clarifications or providing updates on incidents.

There are two ways to Add a Discussion Message to the incidents:

• Add Discussion Messages using Reporter View for Internal Incident Reports 
• Add Discussion Messages using Reporter View for Public Incident Reports
• Add Discussion Messages using Investigator or Manager View (all incidents)

Add Discussion Messages using Reporter View

Follow the steps below to add Discussion Messages using Reporter View:

1. Click on the arrow next to the Report Incident button and select the Reported Incidents option from the dropdown.
2. Select the desired reported incident in the Reporter’s View, which offers a clearer and more detailed view of each specific incident.
3. Scroll down to the Discussion section, where the reporter can view conversation details and add messages as needed.
4. The investigator can also attach files in the discussion section of an incident.
5. Users can preview documents added by the investigator directly. To do so, simply click on the document, and a preview window will appear.
6. Use the Download button to download the desired document.

Add Discussion Messages using Reporter View for Public Incident Reports

After reporting an incident using a link or QR code provided in a Public Reporting Incident Template, you will get a Ticket ID confirmation as seen in the example below, highlighted in green. This code is needed to access the Reporter View, in order to communicate with the Admins of the account, and to track the progress of the reported incident.

Follow the steps below to add Discussion Messages to an incident reported using a Public Reporting Incident Template, from the Reporter View. 

1. Navigate back to the Public Reporting Incident Template page using the link or QR code used previously, and click the 'Check Previous Incident' button.
   
2. Enter your Ticket ID (minus the # symbol), provided to you after completing the Public Reporting Incident Template form (see example above), and check the 'I'm not a robot' box. Then click the 'Next' button.
   
3. In the Reporter View, you will see the incident information you submitted, as well as the Status of the incident. To add a Discussion Message, type your message into the discussion box at the bottom of the page (red box in the image below), and click Enter on your keyboard, or the arrow icon to the right, to send the message. Messages you send and receive, will appear at the bottom of the Reporter View page. See below.
   
   
   Note: If you previously selected the Anonymous reporting option, your identifying information will not be provided to the Admins of the account. As you can see in the example above, your Discussion Messages, will also remain anonymous as well. 
    

Add Discussion Messages using Investigator or Manager View (all incidents)

Follow the steps below to add Discussion Messages using Investigator or Manager View:

1. Navigate to the My Workspace Incidents. The Incident Overview page will be displayed.
2. Click on Queue from the right panel to display the Incident Queue window, listing all available incidents.
3. Select the desired incident. This will open the Incident Summary page. 
4. Click on the Status Updates from the left panel of the screen.
5. Navigate to the Discussion tab, where the investigator or manager can view conversation details and add messages as needed.
6. The investigator can also attach files in the discussion section of an incident, if needed.
7. Users can preview documents added by the investigator directly. To do so, simply click on the document, and a preview window will appear.
8. Use the Download button to download the desired document.

Note:

• When a reporter sends a message about a reported incident, the user designated as the final approver is notified.
• If no final approver is assigned, the notification goes to the Accountable user in the template's permissions. If none is transferred, it’s sent to the first Admin.
• Reporters do not receive an email. Instead, they are alerted to new and pending messages in the Messages section of their Compliance Manager Workspace.

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