Connections

A connection in SecurityTrax is a link between a customer and an external service provider. Customers typically have two kinds:

Monitoring connection — the central station that watches the customer's alarm signals 24/7 and dispatches responders. Examples: ADT, Brinks, Affiliated Monitoring, Alarm.net, Rapid Response. Every monitored customer needs exactly one monitoring connection.
ISP connection (Interactive Services Provider) — the company that provides the customer's mobile app / web portal for arming, disarming, viewing cameras, and smart-home automation. Examples: Alarm.com (ADC), Alula, SecureNet, Alarm.net (Honeywell Total Connect). Some customers have none; some have one; a few have more than one.

Monitoring is about alarm signals going out. ISP is about the customer interacting with their system. They're independent — a customer can be monitored by ADT but use Alarm.com for their mobile app, or both from the same provider.

The Connections tab only appears for real customers, not leads. A prospect who hasn't signed on yet has no monitoring to route and no app to use, so the tab is hidden.

Getting here

Click the Connections tab in the customer's header tab bar (tower-cell icon).
Or navigate directly to https://portal.securitytrax.com/{your-company}/customers/{id}/connections.

The Connections index (hub)

Landing on the main /connections page shows a hub overview with links to the two sub-pages:

Monitoring — the monitoring connection.
ISP — any interactive services connections.

The hub itself usually shows a summary of the current connections (monitoring company name, ISP provider name) plus status indicators if any need attention.

Monitoring sub-page

Route: customers.connections.monitoring.

Shows everything about the customer's monitoring setup:

The monitoring company currently assigned (e.g. "Rapid Response Monitoring").
The customer's account number at that monitoring company.
The receiver number (the signal-receiver identifier the alarm transmits to).
The customer's dealer number (your company's identifier with the monitoring company).
Any provider-specific fields — ADT has ADT# and MAN/Site#, Alarm.net has system IDs, and so on.

Some monitoring companies have deeper integrations where SecurityTrax can push changes directly to the central station (update contacts, reset codes, change zones). If that's the case, you'll see additional action buttons — "Sync to {monitor}", "Pull account from {monitor}", "Add zone", etc. — specific to that integration.

Heads up. The Monitored By field (which picks the monitoring company) is also on the main customer edit form under the Sale Information card. If the customer is currently linked to a central station via an integration, the field is locked — you have to remove the link here on the Connections page before you can change the monitor.

ISP sub-page

Route: customers.connections.isp.

Shows the interactive services provider setup. Depending on how your company is configured, the customer may have zero, one, or multiple ISP accounts. For each:

The provider (Alarm.com, Alula, etc.).
The ISP account ID or customer-facing login identifier.
The service plan the customer is on.
Feature flags the ISP supports for this customer — video, locks, thermostats, notifications, etc.
Actions — sync, push updates, reset passwords, impersonate the customer in the provider's admin UI, depending on the integration.

Why connections matter day-to-day

Signal routing. Alarm signals flow through the monitoring connection. A wrong or broken monitoring connection means signals don't dispatch responders.
Billing. Some monitoring contracts and ISP services are itemized on invoices — changing a connection often changes what's billed.
Customer service. When the customer calls complaining their app doesn't work, the ISP connection is the first thing to check. When they call saying "my alarm went off but no one came," the monitoring connection is the first thing to check.
Compliance. Some jurisdictions require you to keep monitoring connection records on file for a minimum time.

Who manages connections

Sales reps typically create the initial connection when signing a customer up.
Service techs may update connection details when moving a customer to a new monitor or ISP.
Billing / operations may adjust connections when the monitoring company changes what it charges.

Your company's exact roles will vary.

Home — the Monitored By dropdown on the Sale Information card touches the same data as this page.
Monitoring Companies (admin reference) — where the list of available monitors is managed.
Interactive Services Providers (admin reference) — where the list of available ISPs is managed.