> For the complete documentation index, see [llms.txt](https://help.verkada.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.verkada.com/verkada-cameras/analytics/alert-inbox-user-guide.md).
# Alert Inbox User Guide
This guide outlines key steps and best practices for configuring and managing alerts in Verkada Command. Following these guidelines helps your security operations team work efficiently, maintain a clear audit trail, and respond to incidents quickly and accurately
***
### Roles and permissions
Access to the Alert inbox depends on who is a recipient on the alert.
#### Organization Admins
* Have full, unrestricted access by default
* Can assign, manage, add notes, release, reopen, and close any alert, including alerts assigned to other people
#### Recipients
* See alerts where they, or a group they belong to, are recipients
* Can assign, investigate, and close alerts they can access
* Receive push, SMS, email, or messaging-platform notifications based on the notification method(s) configured.
{% hint style="success" %}
If your organization used Operator or Operator Admin roles and **Route to Operations**, those alerts continue to be generated in this same Alert inbox. For new setups, add the responding team as recipients during alert configuration.
{% endhint %}
***
## Open the Alert inbox
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**In the top left, click the Alerts dropdown.**
The menu has four options:
* **Events** — device events
* **Alerts** — alerts you receive, with status and assignment
* Alarms appear in **Active Emergencies**. Select **Investigate** to open the alarm detail page and review all related information. From there, you can dispatch emergency services or resolve the alarm based on the severity of the incident.
* **Active Emergencies** — alarms, lockdowns, scenarios, and similar events
* **Helix** — Helix and custom events
{% endstep %}
{% endstepper %}
{% hint style="info" %}
The Command mobile app includes the full inbox: **Events**, **Alerts**, **Active Emergencies**, **Helix**, and **Manage Alerts**.
{% endhint %}
***
## Add recipients to existing alerts
Organization Admins can add recipients so alerts appear in their Alert inbox when triggered.
{% hint style="info" %}
See [Create Alerts Across Verkada Products](https://app.gitbook.com/s/NRq5qDDjsYNxwNzF1bcB/organization-settings/create-alerts-across-verkada-products) to create a new alert.
{% endhint %}
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**Select the alert you want to edit.**
{% endstep %}
{% step %}
**Click Edit Alert.**
{% endstep %}
{% step %}
**Under Recipients, add the users or groups who should see the alert.**
{% endstep %}
{% step %}
**Under Instructions, add alert-specific instructions for responders, then click Done.**
When you configure an alert, add custom instructions to guide responders through the response and investigation. Clear, actionable instructions keep incident handling consistent.
* **Be specific and action-oriented.** Use precise verbs, such as Verify, Contact, Dispatch, and Document.
* **Define escalation paths.** Identify who to contact if escalation is needed.
* **Keep it concise.** Use short, direct steps and simple language.
* **Include links or numbers.** Add relevant hyperlinks or phone numbers for quick action.
{% endstep %}
{% endstepper %}
***
## Manage alerts
Alert statuses move from **Open** to **In Progress** to **Closed**.
When an alert triggers, it appears in the Alert inbox as **Open**. Assigned alerts are **In Progress**. These statuses are shared with every recipient on the alert.
### Change assignment
{% tabs %}
{% tab title="Assign" %}
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**From the Alerts dropdown, select Alerts.**
{% endstep %}
{% step %}
**On the left, select the alert you want to assign.**
{% endstep %}
{% step %}
**Click Assign to assign the alert to yourself or another recipient.**
{% endstep %}
{% endstepper %}
The Activity Log updates with *Assigned to \[Name]* to record the action.
{% endtab %}
{% tab title="Release" %}
Release puts an in-progress alert back in the queue.
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**From the Alerts dropdown, select Alerts.**
{% endstep %}
{% step %}
**On the left, select the alert you want to release.**
{% endstep %}
{% step %}
**Click Release.**
{% endstep %}
{% endstepper %}
Released alerts return to **Open** with no assignee. Choosing **No Assignee** also sends an alert back to **Open**.
{% endtab %}
{% endtabs %}
### Change alert status
{% tabs %}
{% tab title="Read" %}
The alert read and unread status is personal. A user's actions do not affect the alert status for other team members.
Opening an alert marks it as read for you.
***
{% stepper %}
{% step %}
On the Command homepage left navigation, click Alerts.
{% endstep %}
{% step %}
From the Alerts dropdown, select Alerts.
{% endstep %}
{% step %}
On the left, hover over and select the :ellipsis: next to the alert(s) you want to update.
{% endstep %}
{% step %}
From the Actions dropdown, select one of the following options:
* Mark as Read
* Mark as Unread
{% hint style="warning" %}
A mixed selection of alerts still updates. Every selected alert is marked read or unread, depending on which action you choose.
{% endhint %}
{% endstep %}
{% endstepper %}
{% endtab %}
{% tab title="Close" %}
Close an alert after you have fully handled and documented the incident. Closing removes it from the active queue and marks it resolved.
{% hint style="warning" %}
Closing an alert first saves any unsent note. The person who closes the alert becomes its assignee.
{% endhint %}
***
{% stepper %}
{% step %}
On the Command homepage left navigation, click Alerts.
{% endstep %}
{% step %}
From the Alerts dropdown, select Alerts.
{% endstep %}
{% step %}
On the left, hover over and select the :check: next to the alert(s) you want to update.
{% endstep %}
{% step %}
From the Actions dropdown, select Close Alert.
{% endstep %}
{% step %}
Click Close Alert again to confirm.
{% hint style="info" %}
Large batches close in the background and can take several minutes. The inbox updates when the close finishes.
{% endhint %}
{% endstep %}
{% endstepper %}
{% endtab %}
{% tab title="Reopen" %}
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**From the Alerts dropdown, select Alerts.**
{% endstep %}
{% step %}
**Select the closed alert.**
1. In the bottom center, click :ellipsis: > **Reopen.**
2. Click **Reopen** again to confirm.
Reopened alerts are **In Progress** and assigned to the person who reopened them.
{% endstep %}
{% endstepper %}
{% endtab %}
{% tab title="Add to incident" %}
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**From the Alerts dropdown, select Alerts.**
{% endstep %}
{% step %}
**On the left, select an alert.**
{% endstep %}
{% step %}
**At the bottom, click Add to Incident.**
See [Incident Management](/verkada-cameras/video-streaming-and-sharing/incident-management.md) for more information.
{% endstep %}
{% endstepper %}
{% endtab %}
{% endtabs %}
***
## Investigate an alert
* **Read the instructions.** These are the alert's standard operating procedure (SOP).
* **Analyze the video.** Watch the full event clip. In the bottom right, select a clip to open the full-screen history player.
* **Review video feeds.** Toggle between **Event Clip** and **Live** to see current activity.
* **Use multiple views.** For complex alerts, such as License Plate Recognition (LPR), switch between camera views, map view, and close-ups to gather context.
{% tabs %}
{% tab title="Activity log" %}
The Activity Log is the official, time-stamped record of the incident. A detailed log is critical for audits, post-incident reviews, and team collaboration.
The log shows whether each notification was delivered and which channel delivered it.
Add notes or photos as you work to document actions and communications. Use the text box to leave notes for other operators or managers.
Notes can be edited and deleted. Edits and deletions show in the log.
**Examples:**
* "Verified LPR match. Dispatched local police."
* "Contacted Michael Scott via radio. En route to investigate."
{% endtab %}
{% tab title="Tags" %}
Tags make it easy to categorize, search, and analyze alerts.
Apply relevant tags, such as Dispatch, False Alarm, Guard Notified, Maintenance Required, or LPR-BOLO.
At the top, click **Tag** and search for or create a tag.
{% hint style="info" %}
Use a consistent tagging system across your organization to keep reporting uniform.
{% endhint %}
{% endtab %}
{% tab title="Filter alerts" %}
Filter alerts by site, event type, product, status (**Open**, **In Progress**, or **Closed**), tag, or assignee. Filters help you manage workload and focus on active alerts.
In the top center, click :sliders-up: to open filters.
{% endtab %}
{% endtabs %}
***
## Export alerts as CSV
Organization Admins can export alerts as a comma-separated value (CSV) file.
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**From the Alerts dropdown, select Alerts.**
{% endstep %}
{% step %}
**In the top right, click** :download:.
1. Select the date and time range.
2. Click **Start Export.**
Command emails the file when the export is ready.
{% endstep %}
{% endstepper %}
***
## Share an alert
You can send a secure link to an alert to internal colleagues or external partners, including law enforcement or on-site guards. Shared alerts support real-time note updates and media uploads, so field personnel and the security team can coordinate.
{% stepper %}
{% step %}
**On the Command homepage left navigation, click Alerts.**
{% endstep %}
{% step %}
**From the Alerts dropdown, select Alerts.**
{% endstep %}
{% step %}
In the bottom center, click :ellipsis: > **Share.**
1. Enter a phone number or email address, or select an existing contact from Command.
{% hint style="info" %}
Use external contacts to share alerts with people who are not Command users. See [Contacts](/command/organization-settings/manage-your-admin-page-settings/manage-contacts.md) for more information.
{% endhint %}
2. Choose the access duration in hours or days.
{% hint style="warning" %}
The default is 1 hour. The maximum is 7 days.
{% endhint %}
3. (Optional) Add instructions to include with the shared alert.
4. Click **Share.**
{% endstep %}
{% endstepper %}
---
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