Responding to alerts

When and how your Welfare Desk Officer should step into a conversation.

Wyamate uses smart text classification to read every reply a worker sends. Wyamate handles the routine updates, but it brings problems directly to your attention.

When you can reply: You can only reply to an OFW directly through the platform when their message indicates a Problem, a Critical issue, or an Update Info request. If a worker sends a free-form text about an injury, unpaid wages, or a housing issue, the system auto-tags it and sends an alert. Your Welfare Officer can then jump into the chat to resolve the issue.

Workers and officers can also send photos or documents during an active problem conversation, making it easier to show proof of a situation.

When you do not need to reply: If the worker clicks "I'm okay," the system marks the check-in as complete. You do not manually reply. If a worker misses a check-in, the system flags it as "Missed," and you can log a manual follow-up note (a breadcrumb) in the worker's profile timeline. Simply hit the Add Note button there to record your manual outreach.