Documentation

Contacts

Requires. Emergency Contacts with View on the customer's location.

Manage a customer's emergency contact list and agency contacts. Emergency contacts are the people your monitoring company will call during an alarm event, in priority order. Agency contacts store local police, fire, medical, guard, and electrical service information.

Getting there

Home > Customers > [Customer Name] > Contacts

What you'll see

Emergency contacts list

A list of the customer's emergency contacts, ordered by priority. Each contact shows:

  • Priority — the order in which the monitoring company will attempt contact (1st, 2nd, 3rd, etc.).
  • Name — the contact's name (click to edit).
  • Phone — phone number with the type in parentheses (e.g., Mobile, Home, Work).
  • Email — email address.
  • Language — the contact's preferred language.
  • Passcode — the verbal passcode for identity verification.
  • EV — whether Enhanced Verification is enabled for this contact.

The total number of contacts is shown in the heading.

Agency contacts

Below the emergency contacts list, agency contact cards display information for five service types:

  • Police — name, permit number, phone.
  • Fire — name, permit number, phone.
  • Medical — name, permit number, phone.
  • Guard — name, permit number, phone, response fee.
  • Electrical — name, permit number, phone.

How to

Create a new emergency contact

  1. Click New Contact at the top of the page.
  2. Fill in the required fields: Name, Phone Type, and Phone.
  3. Optionally fill in Email, Language, Passcode, and Enhanced Verification.
  4. Click Save.

The new contact is added at the end of the priority list.

Edit an emergency contact

  1. Click the contact's name in the list.
  2. Modify the desired fields.
  3. Optionally change the contact's Priority using the dropdown.
  4. Click Save.

Change a contact's priority

  1. Click the contact's name to open the edit form.
  2. Select the desired position from the Priority dropdown (e.g., "Set priority to 1st").
  3. Click Save. Other contacts shift to accommodate the new order.

To keep the current position, leave the dropdown on "Retain current priority."

Delete an emergency contact

  1. Click the contact's name to open the edit form.
  2. Click Delete.
  3. Confirm the deletion in the confirmation dialog.

Update agency contacts

  1. Scroll to the Agency Contacts section below the emergency contacts list.
  2. Enter or update the Name, Permit, and Phone for any agency.
  3. For the Guard agency, you can also enter a Fee (response fee).
  4. Click Save at the bottom of the agency section.

Form fields

Emergency contact fields

Field Required? Type Validation Notes
Name Yes Text 1–255 characters. For ADT-monitored accounts, must contain a first and last name (space-separated).
Phone Type Yes Select Home, Mobile, Work, Other, or Pin.
Phone Conditional Text Up to 11 digits. Not required when Phone Type is "Pin."
Email No Text Valid email format.
Language No Select Available languages. Inherits company default.
Passcode No Text Verbal passcode for alarm verification calls.
Enhanced Verification No Checkbox When enabled, the monitoring company uses additional verification steps. Inherits company default.
Priority Auto-assigned Select Change via "Set priority to Nth" dropdown in the edit form.

Agency contact fields

Field Required? Type Validation Notes
Name No Text Agency or company name.
Permit No Text Permit or license number.
Phone No Text Minimum 10 digits. Full phone number including area code.
Fee No Text Guard response fee (Guard agency only).

Tip. Contacts are called in priority order during an alarm event. Put the most responsive person first.

Note. Use the "Pin" phone type when a contact has a PIN code instead of a phone number. The phone field becomes optional in this case.

Related

  • Home — the customer landing page.
  • Connections — the monitoring connection uses this contact list for dispatch.
  • Messages — a separate system for sending emails and SMS, not tied to the emergency dispatch list.