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Step-by-Step: Call Taking

Below is the complete workflow for call-takers: logging into a position, taking a call with ASSIST, and logging out. It is important that each agency establishes a location on monitors for ASSIST to live as part of the typical call handling workflow.

Written by Trish Griffin
Updated this week

Instructional Video

Step-by-Step: Taking a live call in Assist

Step 1: Log Into a Position

Navigate to the Positions page (or it opens automatically if you’re not logged in).

Click your assigned position.

Click Log In.

Confirm you see the green pin icon indicating you’re logged in.

FAQ: What if someone else is already logged in?

  • If another user is logged into your position, you’ll be able to “kick them out” by simply logging into the position yourself. Use this carefully (shift change, takeover, emergency).

Step 2: Take a Call

When a call comes in, it appears in ASSIST automatically.

The call console opens with multiple panels.

Monitor the Transcription panel.

Review the Summary panel (Nature, Location, Hazards).

Use the Questions panel (note the answered/unanswered status).

If ASSIST auto-fills an answer incorrectly, click the green text by the wrong answer

A dialog box will open for you to edit and override the answer.

During the call:

  • ASSIST continuously updates as the conversation progresses.

  • New questions may appear based on answers.

  • You can switch Guidecards if the situation changes.

  • The system auto-saves interactions.

Step 3: When the call ends

When the call disconnects, the active call screen closes.

You return to your call log.

Open any completed call to review transcript, summary, and Guidecards.

Wait for the next call or continue reviewing previous calls.

Step 4: Log Out of Your Position after shift

Click Log Out in the position indicator.

You return to the position selection screen.

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