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Create and manage Contacts in Monitor

Updated

Monitor has different roles that you can assign to users, granting access to sets of features, functions, and data based on their position within your organization.

This article shows you how to manage Contacts in Monitor. For how to manage them through User Access Management, see: Manage Cloud Portal User Access.

Permission to manage Contacts

All Monitor Contacts can view all other Contacts in Monitor, but you can only manage specific Contacts:

  • Safeguarding Contacts can add, edit or delete all Contacts.
  • Limited Safeguarding Contacts can’t add, edit or delete any Contacts.
  • IT Contacts can add, edit or delete other IT Contacts.
  • Reporting Contacts can add, edit or delete other Reporting Contacts.

Add a Contact

  1. Sign in to the Cloud Portal.
  2. Select Monitor.
  3. Select the Edit link for one of your Organizations.
  4. Select the role:
    • Safeguarding Contacts
    • Limited Safeguarding Contacts
    • IT Contacts
    • Reporting Contacts
  5. Select Add Contact.
  6. Enter the details:
    • Name: First and last name.
    • Email: One email address for this Contact.
    • Phone: Primary phone number for moderators to call. You can include symbols, extensions and/or area codes.
    • Mobile phone (Optional, shows for Safeguarding and Limited Safeguarding Contacts only): Mobile phone number for moderators to call. Can include symbols, extensions and/or area codes.
    • Notes (Optional, shows for Safeguarding and Limited Safeguarding Contacts only): Instructions to moderators and other Safeguarding Contacts.

        Note

      Agree on an on-call schedule with your staff to ensure coverage if moderators need to report events out of hours. You can list the days of the week and times of day that this Contact is available to receive calls.
    • Weekly dashboard email (Optional, shows for Safeguarding Contacts only) : Keep this checkbox selected so Monitor sends this Contact a weekly summary email.
  7. Select Save.

If this is the first product associated with this email address, Monitor sends the new Contact an email so they can sign in for the first time. If the user has used the Cloud Portal before, they can sign in or reset their password.

Edit a Contact

  Important

You can’t change a Contact’s role or email address. Delete the Contact, and add them as a new Contact.

You can change an existing Contact’s name, phone number(s), and notes:

  1. In Monitor > Organizations, select the Edit link for the organization.
  2. Select the role.
  3. Find the Contact and select the three dots icon (...).
  4. Select Edit.
  5. You can update:
    • Name and Phone number for all Contacts.
    • Mobile phone number and Notes for Safeguarding or Limited Safeguarding Contact.
    • Weekly dashboard email selection for Safeguarding Contacts.
  6. Select Save.
  7. Repeat these steps for their Contact details in any other organizations.

Delete a Contact

Delete Contacts who no longer need access to Monitor to protect the security and confidentiality of your users’ data.

  1. In Monitor > Organizations, select the Edit link for the organization.
  2. Select the role.
  3. Find the Contact and select the three dots icon (...).
  4. Select Delete.
  5. Repeat these steps for their Contact details in any other organizations.

Troubleshooting

'Failed to update roles in Monitor' error

A Contact can only have one role per organization. Delete the existing Contact if their email address is used for the wrong role, then add them with the correct role.

'Unable to remove user from organisation' error

This error shows when you are trying to remove the last Safeguarding Contact for an organization. Because all organizations must have at least one Safeguarding Contact, add a new Contact, then delete the other Contact.