Automated Operator Late Alerts

Overview

When an operator has not clocked in for a scheduled job, an automated escalation process is triggered to prompt acknowledgement and, if needed, notify the appropriate company contact. This ensures that late clock-ins are handled promptly and consistently, without the need for manual follow-up.

How the Escalation Process Works

The late alert requires that a job has the following fields filled out: Show Up Time and Job Time. The flow has up to four escalating steps. Each step is only triggered if the previous one goes unacknowledged within a configurable time window.

Step 1 – Initial Text Message to the Operator

If an operator has not clocked within a configurable time window of the Show-Up Time, a text message is sent to the operator asking whether they will be clocking in soon. If the operator responds, no further action is taken.

Step 2 – Follow-up Text Message to the Operator

If no response is received, a second text message is sent — this time formally requesting that the operator confirm they will be clocking in shortly. If a response is received at this stage, the escalation stops.

Step 3 – Automated Phone Call to the Operator

Should the operator remain unresponsive, an automated phone call is placed. The recorded message lets the operator know that their job is beginning shortly and that they haven't yet clocked in or confirmed their attendance. The operator is prompted to press 1 to acknowledge. If acknowledgement is received, the process stops there.

Step 4 – Notification to the Company

If the operator doesn't respond to any of the above, a final notification is sent to the company's designated contact. This message identifies the operator by name and flags that they haven't clocked in or acknowledged any of the automated messages, so that appropriate action can be taken.

Note: The company notification (Step 4) is sent once per employee per shift.

The delay between each escalation step is configurable and can be adjusted as needed. It is also possible to reconfigure the communication channel used at each step — for example, placing a call instead of sending a message. The available channels are text message, phone call, and email. To discuss changes to the escalation timing or channels, please contact RapidWorks Support at support@rapidworks.com.

Operator Response Behavior

At any point in the escalation flow, a response from the operator — whether by reply text or by pressing 1 during the automated call — will stop all further notifications. No additional messages or calls will be sent once acknowledgement has been received.

Key Considerations

• Automated calls are only supported for US and Canadian phone numbers.
• Notifications are sent from a registered company texting number, which is required for this service to function.

Getting Started

This feature needs to be enabled before it can be used, and a company texting number must be set up as part of the configuration. To get started or for any questions, please reach out to RapidWorks Support:

• Phone: (303) 500-3050, ext. 3
• Email: support@rapidworks.com