NEW FEATURE: SureView Notify

When an incident is unfolding, your Operators are already managing a lot. They're working the Event, pulling details, making calls. The last thing they should be doing is drafting an email from scratch, deciding what to say, who to copy, and how to format it, while the clock is ticking.

The Challenge

Incident communication is one of those processes that looks simple on paper but breaks down fast in practice. Ask five Operators how they notify stakeholders about an active Event, and you'll likely get five different answers: some write detailed emails while others send bare-bones messages, some forget to copy the right people entirely, and some wait until after the Event is closed to send anything at all.

The inconsistency isn't a reflection of the team. It's a reflection of the process. When there's no system in place, every Operator is making it up as they go. That creates communication gaps during incidents, incomplete records after them, and no reliable way to know what was sent, when, and by whom.

For security operations teams, this is a real operational exposure. And it's one that's easy to overlook until something goes wrong.

What Is SureView Notify?

Notify is the email notification feature built directly into SureView Response. It gives your team a single, structured system for incident communication, whether that's a manual notification an Operator sends during an active Event or an automatic one triggered the moment an Event meets a rule you've configured.

The result is that your team stops improvising and starts executing. The right message reaches the right people, with accurate information, every time.

How Does It Work?

Notify is built around three core components that work together: templates, rules, and recipients.

Templates define what gets sent. You build them once using a rich text editor, adding your logo, branding, and format. Drop in placeholders for live Event data like the Event ID, location, alarm details, answers to Action Plan steps, Operator notes, and timestamps, and Notify fills them in automatically. Because Notify pulls live data directly into the template, there is no copy-pasting or risk of transcription errors. Operators can also be prompted to enter additional information at send time including an emergency service contacted, or an Event outcome, turning each notification into a data-capture step rather than just an outbound message. 

Rules decide when each template is used. Set conditions based on alarm type, location, or priority, and Notify handles the routing. A perimeter breach at a distribution center automatically reaches the on-site security officers. A fire alarm at an IDF closet goes to the facilities and IT teams. Operators don't have to remember who needs to know. The rule does it for them.

Recipients are pre-configured and ready to go. Build contact groups once, assign them to rules, and Notify pulls them in automatically, so Operators never need to maintain distribution lists or second-guess who should be on the message.

Here's a Real-World Example

An access control alarm triggers at a corporate campus. The Operator works the Event, reviews the footage, and determines if it warrants stakeholder notification. Rather than opening their email client and starting from scratch, they click the envelope icon in SiteMonitor. Notify opens with the right template already loaded, Event details pre-populated, and recipients pre-filled. The Operator just reviews the message and hits send–the whole process takes seconds, not minutes.

The Operational Payoff

Notify addresses something that's hard to fix with training alone: consistency at scale. When your team is handling hundreds or thousands of Events per shift, you can't rely on individual Operators to make the right communication call every time. Notify takes that variability off the table.

Every notification, sent or skipped, is recorded in the SureView Audit Trail. You can see which template was used, who sent it, what data was captured, and when it went out. That's a complete, defensible record for compliance reviews, post-incident analysis, and anything else that requires you to show exactly what happened and when.

Your team moves faster with cleaner records, and you're no longer relying on Operators to remember a communication process under pressure.

Ready to see Notify in action?

Contact a SureView engineer to learn more.

ABOUT SIMON MORGAN

Simon Morgan is Chief Product Officer at SureView Systems, a leading provider of software for corporate physical security operations centers. He has spent 17+ years at SureView in increasingly senior roles — Technical Director, CTO, and Chief Product Officer — leading the company’s migration from on-premise to multi-tenant SaaS and launching its AI-driven Virtual Operator. He has personally driven enterprise wins with Fortune 500 organizations across technology, banking, energy, media, and pharmaceuticals. His career has focused on bridging technical strategy and commercial growth in enterprise security software.