Rolling out Tellhaven

For the person setting up Tellhaven at your organisation. Allow an hour for setup and a week for your first sites.

1. Decide before you start

Settle these with your team first. They're also what you tell your people.

• Who reads and replies. Choose a small group of reviewers, such as your quality, safety or people team. They can read every conversation, so pick people your staff would trust.
• How fast you reply. People who speak up and hear nothing stop speaking up. Aim to reply to every case within two working days, even if only to say you're looking into it.
• What happens with something urgent. Nobody at Tellhaven monitors conversations, and it is not an emergency service. Agree who acts on a serious case and how quickly. Keep your usual emergency and incident procedures.
• Your privacy contact. Participants are told to ask your organisation first about their information.
• Your sites and languages. List the sites to cover and the languages people there read and write.

2. Sign in

We create the first administrator account and send you your sign-in details. Sign in, then set up two-factor sign-in with an authenticator app on your phone. It's required for everyone; until it's set up, you can't see anything else.

3. Add your sites

Settings → Sites and QR codes → +, then type the site's name, for example “Northside Home”. Add one entry per place you'll put a poster. Conversations from a site's link are labelled with that site, so the Heatmap can compare sites.

4. Add your questions

Each conversation starts with one of your questions, then the AI asks follow-up questions.

1. Surveys → +, and write the opening question, for example “Is anything making your shift harder or less safe at the moment?”
2. Open the question, then under Deployments choose + and select your organisation.

A question is only asked once it's in Deployments. Every deployed question is asked at all your sites. If you deploy more than one, people get a question they haven't answered before. Start with one or two open questions; you can change them later.

5. Invite your reviewers

1. Settings → Members → Copy the invitation link and send it to each reviewer. They create an account and set up two-factor sign-in.
2. When they appear in the list, change their role to Admin. People join as User, which only shows the Heatmap. Member adds Insights (conversations and summaries); Admin adds Cases, replies, Surveys and Settings.
3. Turn on Email notifications for reviewers who should get an email when a case opens. The email says which site and how serious; it never contains what the person wrote, which reviewers read after signing in.
4. Remove people's access as soon as they leave or change roles.

6. Test it yourself

Open a site's link on your own phone (Settings → Sites and QR codes → Open, or scan the code) and raise a test concern. You'll see what your people see: a short notice first, then the conversation. Check that it appears under Insights, then reply to it. Ask us to delete your test conversations afterwards.

7. Print and place the posters

Settings → Sites and QR codes → Print poster opens an A4 poster for that site: print it, or save it as a PDF in the print dialogue. Each poster's QR code leads to that site's link, so put each one up at its own site.

• Put posters where people stop and have a moment: staff rooms, break areas, changing rooms, crib rooms, back of house, and near clock-in points. Avoid places where a manager can watch who scans.
• Use the Whole organisation link for people who don't belong to one site, such as visiting staff, contractors or families.
• Share the link in the places people already read: rosters, group chats, inductions and newsletters. Copy link puts it on your clipboard.

8. Tell your people

Introduce it in your own words, at team meetings and in writing. Cover what it's for, who reads it, how fast you'll reply, and that they should use emergency services or your usual procedure for anything urgent. Be clear about privacy: we don't ask for names, but what people write can identify them, and the notice they see says so.

A short message you can adapt:

We've started using Tellhaven so you can raise a concern about work and hear back. Scan the poster in the staff room, or open [link], and write in your own language. No app or account needed. [Names or team] read every message and reply within two working days. You won't be asked for your name, but what you write may identify you. For anything urgent or unsafe, call [number] or emergency services as usual.

9. Running it day to day

• Cases lists the concerns that need a response. The AI opens a case when it rates a conversation as risky; open one yourself from any conversation in Insights with the ⋯ menu → Open case.
• In a case, Messages is the thread with the person. They read your reply when they open the same link again on the same phone, so keep replies plain and specific. Actions records what you did. Close the case when it's dealt with.
• Read the person's own words under Transcript before acting on anything important. AI summaries and risk ratings help you sort, but can be wrong.
• Heatmap compares sites and themes over time. Settings → Reports turns on weekly or monthly summary emails.
• Insights → Questions and Themes show what's coming up across all conversations, not only cases.

10. When you need us

Email support@tellhaven.com to delete conversations, add or close sites in bulk, change your plan, or report a problem. We reply within two business days.

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