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Ethos Admin Portal Guide ​

Ethos Admin Portal Guide

Versioning ​

4th August 2025

Andrew Badge

Initial Draft.

Overview ​

The Ethos Admin Portal is the Admin portal companion to Prime Ecosystem for Ethos to manage Mafe Safe Calls and in the future additional Trade details.

Portal Details ​

Visit https://admin.ethosbuilding.com.au/

You will need to login with your @ethosbuilding.com.au username and password. NB: this is the same login as your Office 365 Email, SharePoint or Teams.

Make Safe Quick Start ​

Setting up ​

Step

__How to __

(First Time) Add your Mobile number

See Setting up your Details

(First Time) Add the Ethos SMS Line to your phones favourites

See SMS Phone Details

(Every On Call Week) Add your Schedule

See Scheduling / Adding a Schedule

Taking a call ​

Step

__How to __

Assign the call yourself

See Opening a call / Assigning the call

Review the call and update the call details

See Opening a call / Editing the call

Contact the Site

Contact the Trade(s)

Mark the Call as Closed

See Opening a call / Setting the status

Process Overview ​

The Admin portal take a call or message from the Make Safe AI. The call is then sent to the Make Safe process.

Currently a call to the AI is the only process live but in the future expect other sources to be enabled. Some options are:

  • New jobs in Prime after hours
  • Web Forms that Insurers can fill
  • Chat

Process High Level ​

One the call is received an SMS alert is sent to all staff on call. Who receives this alert is set via the Notification Schedule.

  • If the Call is not assigned after 5 minutes a reminder is sent to all staff on call.
  • If the Call is not assigned after 10 minutes an Escalation is sent to all Escalation managers.

NB: if no one is on call; an Escalation is sent to all Escalation managers. Escalation Managers are set with the Admin Portal

Process Steps

  1. When a new call is processed you will receive an SMS message with a link to the call
  2. Review the call and assign to the call to yourself
    1. If the call is no-action (e.g. caller didn’t leave a message) then mark the call as Closed
  3. Contact the site and Trades
  4. Mark the call as Closed

Admin Portal Settings ​

Setting up your Details ​

Open the Admin portal and go to Settings, Users

Click your name to edit your details.

  1. Set your Mobile number (Important for Alerts)
  2. Tick the Escalations box if you should receive Manager Escalations
  3. Tick the Exceptions box if you should receive Exceptions (Processing Errors). Generally this is for the IT Team.

Once you have made the changes click Save.

SMS Phone Details ​

The Ethos SMS alerts will come from the number +61 457 575 182

  1. Add this number as a contact in your mobile phone.
  2. If you use Do Not Disturb; Add this contact to Allow Notifications

Notification Schedules ​

Notification Schedules determine who gets the alerts when a new call or message comes in.

NB: Notification Schedules do not apply to Escalations and Exception alerts.

To manage the Schedules go to Settings, Notification Schedules

Adding a Schedule ​

Click the Plus

And Pick your Schedule. In General, the schedule will be “This Week” or “Next Week”. Use the buttons to update the dates for you.

Editing or Deleting a Schedule ​

Click an existing schedule to edit or delete the schedule.

Alerts ​

Alerts are sent via SMS. Below are the rules why they are sent

Alert

When

Who to

No one is on call

If there are no active Notification Schedules

All users with Escalation set

New Call

Immediately when a new call is received

All users with an active Notification Schedule

Call is unassigned

If a call is unassigned for longer than 5 minutes

All users with an active Notification Schedule

Call is unassigned

If a call is unassigned for longer than 10 minutes

All users with Escalation set

Call Processing Error

When the new call cannot be created

All users with Exception set

Phone system connection issue

When the phone call cannot connect to the AI agent

All users with Exception set

Using the Admin Portal ​

Phone Calls & Forms ​

Phone Calls & Forms show all calls of any status. Use the Filters to show call in the different stages.

Important Filters

Unassigned Call: These calls are not assigned to any user. Its important that you indicate who is responsible for a call so avoid duplicating effort.

Assigned to you: These calls are assigned to you but are not closed. These are the call you should be actioning. If you have closed the call then mark it as closed.

Opening a call ​

Click a call to open the viewing form.

Each section can collapse to make it easier to view the details you want.

Editing the Call ​

Click the Edit button or edit the call.

If the Address is not correct you can use the Search for an address option to lookup a new address by typing.

Once complete click Save

Address Suggestions ​

If the Address is missing some details or Google has a slight suggestion you may see this button. Click Use this suggestion to update the address.

Assigning the call ​

Use this button to assign the call

Select the user and click Assign

Setting the status ​

Use this button to set the status of the call

Select the status and click Update

SMS and Messages ​

There are messages left on the phone or SMS received to the Ethos SMS phone number.

Currently you cannot edit or update the status of handling a message…but its coming soon.