Automated Abandoned 911 Call Text Messaging

Audience: Call Takers, Dispatchers, Supervisors, Administrators
Last Updated: 03/04/2025
Support Contact: Support@prepared911.com

After completing this guide, you will be able to configure and manage automated text messages that are sent when an abandoned 911 call is detected, including optional timeout notifications when a caller does not respond.

Prepared Assist allows you to automatically send a text message when the system detects an abandoned 911 call. This feature helps ensure that potential emergency callers are not missed due to accidental dials, short hang-ups, or queue-related disconnects.

Many centers already handle these situations manually. This feature automates that process while allowing you to control message content, workflows, and follow-up notifications.

Abandoned 911 Call
An abandoned call occurs when a caller dials 911 but audio is never connected. This can happen when:

• A caller accidentally dials 911 and hangs up quickly

• A caller disconnects before a call taker answers (for example, while waiting in queue)

Not Included:
This does not include hang-up calls where audio connects but no conversation occurs or the caller is unresponsive.

Before setting up this feature, confirm the following:

• Your center uses Prepared Assist messaging

• A canned message exists for abandoned or hang-up 911 calls, or you are prepared to create one

• You have permission to create or edit workflows

1. Navigate to Settings.

2. Review existing canned messages.

   • Many centers already have a message such as “911 Hang Up”.

3. Edit an existing message or create a new canned message if one does not exist.

4. Save your changes.

Note: Check with the center before creating a new message to avoid duplicating an existing process.

1. Go to Workflows and select Add Workflow.

2. Enter a clear, descriptive name (for example, Abandoned 911 Call – Automated Text).

3. Configure the workflow as follows:

   • Trigger: Abandoned Call Detected

   • Action: Send Canned Message

   • Message: Select the appropriate canned message

   • Prepared Link:

     • Optional

     • Enable if you want the caller to respond through a structured link

4. Review your configuration and select Confirm to save.

You can enable a follow-up notification if the caller does not respond after receiving the automated text.

• A notification is sent one minute after the text message if there is no response

• This acts as a fail-safe to prevent abandoned calls from being overlooked

• Enabled:

  • You will receive a notification after one minute with no response

• Disabled:

  • No follow-up notification is sent

  • Useful if your center already has a separate process and wants to reduce noise

1. Navigate to the Dashboard.

2. Start a demo session.

3. Use the force abandoned call option in settings to simulate an abandoned call.

• Call status updates showing:

  • Call started

  • Call abandoned by caller

• The automated workflow triggers and sends the configured text message

• An abandoned call icon appears in the call list:

  • A phone icon with an X, distinguishing it from standard calls

If timeout notifications are enabled and no response is received:

• An exclamation point icon appears to flag the abandoned call

• A toast notification appears in the bottom-left corner

• A notification is also logged in the Notifications tab

These alerts are separate from standard notifications to ensure visibility.

• Use clear, calm language in the canned message

• Avoid including unnecessary instructions that could confuse callers

• Enable timeout notifications initially, then reassess based on call volume and workflow noise

• Train supervisors and call takers on the new iconography and alerts

If you have questions or need assistance, contact Support@prepared911.com.