SmartLine Phone: Report an Incident

This article explains how to report an incident using the SmartLine phone hotline. You can provide details anonymously, and the system will record your call summary, transcript, and recording. A Ticket ID is generated so you can track updates later.

Follow these steps to report an Incident using the Phone:

1. Dial the Twilio hotline number. You’ll hear a brief notice that the call will be transcribed and may be recorded for investigation purposes.
2. Choose to remain anonymous (optional). You don’t need to share your name. The system will still capture the caller ID. The phone number is stored but masked in the Investigator view.
3. Provide the incident details clearly. Include what happened, where, when, who was involved, and any immediate impact or risk.
4. Provide any relevant context. Include departments, locations, dates/times, and any other information that helps with the incident (e.g., urgency, ongoing risk).
5. Confirm a callback preference. You may be asked if the team can call you back and leave a voicemail:
   • Say Yes to allow voicemail if you miss the call.
   • Say No if you prefer live calls only.
6. Finish the call when you’re done, and the system will automatically create a ticket. All the records will be stored in the SmarLine Webhook Page.
7. Note your Ticket ID.  (Ticket numbering matches your existing ClearTalk format.)
8. The users can check the report later, when needed.
9. Open the portal and use Check Previous Incident to view the AI summary and any updates in the Reporter View.

Note: If Bland is temporarily unavailable, the call may be routed to ClearTalk. Users may not need to take any action, as the experience and ticket numbering remain consistent.

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