Duty of Care settings: risk alerts, protocols, automation and safety check-ins
Duty of Care settings decide how your company responds when a traveller is near a risk event. You choose when admins are
alerted, prepare ready-made messages (protocols), send them automatically, and ask travellers to confirm they're safe.
Where to find it
Click your avatar at the bottom of the left sidebar → Settings → Trip settings → Duty of Care
(/app/duty-of-care-settings).
The page has five tabs: Risk alerts, Protocols, Automation, Check-in & escalation and Activity.
How to set up risk alerts for admins
1. Open the Risk alerts tab. These settings apply to your company only.
2. Make sure the Risk alerts switch is on.
3. Switch on Real-time alerts for active travelers.
4. In Notify admins starting from, choose Medium and above, High and above or Critical only. This level also sets what
the map highlights as critical.
5. In Notification channels, choose Email, Push and/or SMS. These are the channels offered when you use Contact all in
region on the dashboard.
6. Click Save.
Admin alerts start once you turn on Real-time alerts and save. Every 10 minutes, active trips are checked against new
risk events. When an event at or above your level is within 150 km of someone travelling, your company's Directors,
Travel managers and TMC admins get a notification in the platform. They also get an email when Email is on. The
notification says how many travellers are nearby and names them. It links to the Duty of Care page.
How to create a protocol
A protocol is a reusable message your team sends to travellers in a risk zone.
1. Open the Protocols tab and click New protocol.
2. Enter a Protocol name (for example, "Safety check-in").
3. Choose For risk level: any level, Medium, High or Critical.
4. Choose Send from (department). The message is signed with the department's name, and replies go to that department's
administrators. With no department, the message goes out in the sender's name.
5. Optionally add a Description for your team.
6. Write the Message for each channel you want and switch that channel on:
- Email: subject and body.
- SMS: body.
- Push: title and body. You need at least one channel.
7. Use Insert key: to add placeholders: {traveler_name}, {city}, {country}, {event}, {company}, {link}. Add a Link if
you use {link}.
8. To collect answers, switch on Ask travelers to confirm they're safe. This adds an "I'm safe / I need help" response.
9. Click Preview to see the message, who it's from and where replies go. Then save.
How to create a protocol from a PDF
Already have an emergency procedure as a document? Let Robert draft the protocol for you.
1. On the Protocols tab, click Upload PDF (Robert AI) and choose the file.
2. Robert reads the document, then shows "Robert drafted a protocol" and any notes it has.
3. Click Review & edit. The editor opens with the draft filled in.
4. Check the text, adjust it, and save.
How to send protocols automatically
1. Create at least one protocol first.
2. Open the Automation tab and click New rule.
3. Under When, choose Traveler is within 150 km of a risk event or Risk event in the country a traveler is in.
4. Choose At risk level: Medium +, High + or Critical + (Critical by default).
5. Choose the protocol under Send protocol.
6. Optionally limit the rule to certain Countries. Leave it empty for all destinations.
7. Decide on Require admin approval before sending (on by default):
- On: messages wait for a decision, and your admins are notified to approve them.
- Off: messages go out at once.
8. Save the rule.
Travellers are messaged automatically once you have a protocol and an automation rule that uses it. The rule list shows
each rule's trigger, level, protocol, Needs approval or Auto-send, and countries. Each rule has its own on/off switch.
How to approve held messages
When a rule needs approval, your Directors, Travel managers and TMC admins get a notification and an email saying how
many Duty of Care messages are waiting.
1. Open Approval in the left sidebar and go to the Duty of Care section. You can also click Open Approvals on the
Activity tab.
2. Open the request. It shows the Duty of Care protocol, Delivery channel, Travellers to message, Message subject and
Message text.
3. Click Approve to send or Reject to cancel.
Any Director, Travel manager or TMC admin in your company can decide.
How to set up safety check-ins and escalation
Check-ins work for protocols with Ask travelers to confirm they're safe switched on.
1. Open the Check-in & escalation tab.
2. Set the Response window: 1 to 72 hours (4 hours by default).
3. Keep Remind before escalating on if you want travellers reminded once, halfway through the window. It is on by
default.
4. Choose your Escalation contacts: the people alerted when a traveller misses the window or presses SOS.
5. Save.
The message includes the line "Let us know you are OK" with a link. The link opens a page titled "Are you safe?". The
traveller doesn't need to sign in. They answer I'm safe, I need help or SOS — urgent help, and can change their answer
later.
- I need help and SOS alert your escalation contacts straight away.
- If there's no answer by the end of the window, your escalation contacts are alerted too.
- Escalation contacts get a notification in the platform and an email, linking to the Activity tab.
- If you haven't chosen escalation contacts, your Directors, Travel managers and TMC admins are alerted instead.
How to follow what was sent
The Activity tab lists every message and answer under Messages and answers: When, Traveller, Protocol, Delivery and
Check-in.
- Check-in states: Safe, Needs help, SOS, Waiting for an answer, No answer — escalated.
- If a message couldn't be delivered, the reason is shown, for example "no email", "no phone", "SMS only to US/Canada
numbers", "no platform account for push" or "traveller no longer on the trip".
- When messages are waiting for approval, a banner shows how many, with an Open Approvals button.
Good to know
- Risk events from the last 72 hours are considered.
- Each admin alert is sent once per event and traveller.
- An automation rule messages each person once per event, even if they're on several orders.
- An automatic send uses one channel: the first one switched on in the protocol, in the order Email, SMS, Push.
- Automation rules work on their own schedule, separately from the admin alert settings on the Risk alerts tab.
- Emails go out from the platform's no-reply address under your department's name.
- Deleting a protocol also stops the automation rules that use it.
- The Duty of Care approvals section appears when your company has the Approvals module switched on.
FAQ
How do I make sure our travellers get a safety message without anyone pressing a button? Create a protocol, then add an
automation rule for it and switch off Require admin approval before sending. Messages then go out at once.
We'd rather check every message before it goes out. Is that possible? Yes. Keep Require admin approval before sending
on. Messages wait under Approval → Duty of Care until an admin approves them.
What happens if a traveller presses SOS? Your escalation contacts get a notification in the platform and an email
straight away. You can see the answer on the Activity tab.
A traveller didn't answer. What now? They get a reminder halfway through the response window if Remind before escalating
is on. If they still don't answer, your escalation contacts are alerted.
Who gets the real-time risk alerts? Your company's Directors, Travel managers and TMC admins, as a notification in the
platform and by email when Email is on.
Related articles
- Duty of Care: see where your travellers are and contact them in a risk zone
- Flight delay and cancellation alerts: email, Telegram, Slack
Still have questions? Message us in the support chat or at support@travel-code.com.
