Admin
Manages users, zones, categories, on-call schedules, escalation flows and the public map.
How it works
What happens when a customer calls at 2 AM.
Follow one call through OnMapIt, from the first ring to a resolved and fully documented incident. No dispatcher on the night shift required.
- 02:14Call answered
- 02:14Incident on the map
- 02:15On-call tech texted
- 02:17Acknowledged
- 02:41On site
- 03:20Resolved
- 02:14 AM· Chapter 01
The phone rings, and it gets answered.
Your dedicated line is answered around the clock by OnMapIt's AI phone system. It talks with the caller and gathers exactly what a dispatcher would ask for.
- The service address
- A description of what's happening
- A callback number
- 02:14 AM· Chapter 02
Is this already a known problem?
Before anything is filed, OnMapIt checks the caller's address against your service zones and open incidents. If a crew is already on it, the caller hears that right away, and repeat calls never pile up as duplicates.
- Addresses are matched inside your service area, so it finds the right Main Street and not one two states away.
- Inside a known problem zone or right next to an open report? The caller is told you're already aware.
- Repeat calls about the same spot fold into the open ticket. One break means one ticket, not forty.
- 02:14 AM· Chapter 03
Emergencies go straight to a person.
The AI screens what the caller describes. If it hears signs of real danger, the call is transferred to a live person instead of just becoming a ticket.
- Screens for words like gas, fire, flooding, burst, explosion and injury.
- Everything else is filed automatically, so no one has to listen to every call.
- 02:14 AM· Chapter 04
A structured incident, on the map, instantly.
The incident is written with its location, severity, caller and description, and it appears on every dispatcher's live map the moment it's created. No refresh needed.
- Addresses are geocoded and validated automatically.
- Can't pin an address to the street? The ticket is still created and marked critical, with a note to call the customer back. A bad address never means a lost call.
- 02:15 AM· Chapter 05
After hours, the right person gets woken up.
Because it's 2 AM, OnMapIt starts your after-hours flow. It texts tonight's on-call tech a one-tap link to acknowledge. If nobody responds in time, it works down the list to the next person, a phone call to the manager, and then the backup until someone owns it.
- Tonight's on-call schedule decides who gets contacted.
- No login needed. One tap on the link in the text acknowledges it.
- You set the order, the people, and how long to wait at each step.
- 02:41 AM· Chapter 06
The work gets done, and every step is tracked.
The tech heads out with every detail on their phone. They tap On Site when they arrive and Work Complete when they're finished; a dispatcher reviews the work and marks it Resolved.
- Dispatchers assign the nearest available tech in one click.
- Status changes from the field show up on the map instantly.
- 03:20 AM· Chapter 07
Everything is on the record.
Every status change, note and acknowledgment is timestamped and can't be rewritten later. Reports turn it into response times, incident volume and team performance, with PDF export for leadership, billing or compliance.
- A complete, immutable timeline for every incident.
- Repeat calls, escalation attempts and notes all in one place.
- Anytime· Chapter 08
Your customers can see it, too.
Publish a read-only outage map and embed it on your own website. Open incidents appear as they're logged and disappear when they're resolved, so customers know you're on it before they pick up the phone.
- Only open incidents are shown. Caller names and phone numbers never are.
- You choose what appears: reports, zones, and addresses.
Who does what
Everyone sees exactly what they need.
Dispatcher
Creates, assigns and updates incidents, and starts or acknowledges escalations.
Supervisor
Optional step: takes tickets from dispatch and assigns them to techs.
Tech
Sees assigned incidents and moves them from On Site to Work Complete in the field.
Viewer
Read-only access to the live map, activity and reports.
Questions
The details people ask about.
Something else on your mind? Call us at (606) 539-0802 or . We're happy to walk through your setup.
The incident is still created and marked critical, with the caller's number saved and a note so a dispatcher calls them back. A bad address never means a lost call.
Repeat calls about the same spot fold into the open ticket. Each one is counted and noted, and the severity goes up if a new caller reports something worse.
No. The text includes a one-tap link. Tapping it confirms they've got it and stops the escalation.
The flow moves on to the next person, then the manager, then the backup, by text or phone call in the order you set. If the flow runs out, the incident is flagged for a person to review.
Yes. Admins choose whether reports, zones and addresses appear. Only open incidents are ever shown, and caller names and phone numbers never are.
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