Urgent Response FAQs
1. How do I call Urgent Response?
Once you’ve purchased your Emergency Assist subscription, you or others in your household can say “Alexa, call for help” to a compatible Echo device or the Alexa App to be connected to a trained Urgent Response agent. If you are away from home and receive a Smart Alert you can tap the “Call Urgent Response” button in the notification and be connected via your mobile phone. Note: Urgent Response calling will not work during power outages or if you’re experiencing internet connectivity issues, but you can still reach Urgent Response via the Alexa app on your mobile phone provided you have cellular connectivity with data.
2. Why can't I just ask Alexa to dial 911 in case of emergency?
Urgent Response is not a 911 service, and by default, Alexa does not support calling to 911. AT&T, Verizon, and T-Mobile customers can link their mobile number to Alexa to make and receive hands-free calls over Wi-Fi on an Alexa-enabled device, like the Echo Dot or the Echo Show 15. To get started, you'll first need to link your mobile phone number to your Alexa account. To do this, go to More > Settings > Communication in the Alexa app. Under Accounts, select your mobile carrier and follow the instructions to link your account. Once connected, you'll be able to quickly make and receive calls from anyone in your contacts list, just like you would on your phone. Note: Any incoming calls to this mobile phone number will also ring on the Echo devices in your home.
3. What do I need to access Urgent Response?
To use Urgent Response, you must have an active Alexa Emergency Assist subscription, a valid emergency address, a verified phone number associated with your Alexa account, and a supported Echo device with Alexa Communications turned on. Note: Alexa Emergency Assist is only available in the 50 U.S. States.
4. Can I call Urgent Response with any Alexa-enabled device?
No. You can only call Urgent Response from an Echo smart speaker, smart display (such as an Echo Dot or Echo Show), or Alexa App with Alexa Communications turned on. You should make a test call to Urgent Response from each of your devices to confirm that that device is supported.
5. How can I test Urgent Response?
To test Urgent Response, go to your Echo device and say “Alexa, test the emergency helpline”. Stay on the line until you hear the message that you have successfully tested the helpline. To test Urgent Response from your mobile phone, open the Alexa app and say or type "Alexa, test the emergency helpline".
6. What happens in the event of an emergency call? Who is dispatched?
When you say, “Alexa, call for help,” Alexa will connect you with Urgent Response. Trained response agents can then request dispatch from police, the fire department, or an ambulance on your behalf—based on the information you provide during the call. Unless you specify an alternate address, help will be sent to the emergency address you provided during setup by default. If you call Urgent Response from the Alexa App and have enabled location sharing, then Alexa will share your last known location with the agent. Calls to Urgent Response may be recorded.
7. What information is shared with the Urgent Response provider?
In addition to your emergency address, we also share the name, phone number, and Echo device name that you registered with the Alexa profile from which you placed the call, along with any Critical Information (e.g., medical conditions, home access information, etc.) you choose to provide. If you call Urgent Response from the Alexa app, we will also share your last known location if you have granted the Alexa App permission to access location data from your mobile device. If an emergency dispatch is requested, the Urgent Response agent may share any of this information with your local police, fire, or ambulance responder so they can be prepared when they reach you.
8. Are emergency services automatically dispatched if someone in my home calls Urgent Response?
No. Someone must speak with an Urgent Response agent and describe the nature of their emergency so that they can pass those details on to emergency dispatchers. If the call is disconnected or the caller hangs up without speaking to the agent, the agent may attempt to call them back on their Echo device. If the call is not answered, the agent will call your Emergency Contacts (up to 3) and request permission to dispatch.
9. What if I call Urgent Response by accident or request help in a non-emergency situation?
If you or someone in your household accidentally calls Urgent Response, please inform the agent that the call was placed by mistake. If you are away from home, you should review any Smart Alerts prior to calling Urgent Response. You can also Drop In on your Echo device from the Alexa app to check on your home. If you would like to prevent Urgent Response calls from a specific device, you should disable Alexa Communication for that device via Devices > Echo & Alexa > [Your Device Name] > Communications in the Alexa app. Some local emergency responders assess fines, penalties, or fees for false, excessive, or other misuse of emergency services. You are responsible for any such fines, penalties, or fees resulting from your use of Urgent Response.
10. What if my emergency address is incorrect?
It is important to keep your emergency address up-to-date. When you call, the Urgent Response agent will confirm your address before requesting dispatch. However, in some circumstances (e.g., if the call drops, or if you cannot be understood) the agent may be unable to verbally verify your address, so the address you provided during sign-up may be used as part of your emergency request. You can update your emergency address from the Emergency Assist dashboard in the Alexa app.
11. Can I call Urgent Response if I’m away from home?
Yes. You can call Urgent Response whether you are at or away from home. If you are away from home and need help, simply open the Alexa app and say or type “Alexa, call for help” and Alexa will call Urgent Response.
12. Will the Urgent Response agent know where I am if I’m away from home?
If you call Urgent Response from your mobile device, Alexa will share your last known location with the agent. To ensure that Alexa can share your location, you must enable Location Services in the Alexa app.
13. Is there a limit to the number of times customers can call Urgent Response?
No. As an Emergency Assist customer, you can call Urgent Response any time you need emergency assistance.
14. Does Urgent Response work on Echo devices that are in Amazon Kids mode?
Yes. To avoid placing emergency calls by mistake, please ensure other members of your household know that you've enabled Urgent Response. If you'd like to exclude a particular device from accessing Urgent Response, you can disable Communications for that device within the Alexa app. If you would like to prevent Urgent Response calls from a specific device, you should disable Alexa Communication for that device via Devices > Echo & Alexa > [Your Device Name] > Communications in the Alexa app. This will disable all Alexa Communications capabilities for the selected device.
15. Will Alexa Emergency Assist work if the power or internet are out?
No. Emergency Assist is a cloud service. Echo devices must be plugged into an adequate power supply and have a reliable connection to the internet to work. Your power and internet connection may be disrupted during a weather-related emergency and Emergency Assist will not work if that happens, even if briefly. You can still reach Urgent Response via the Alexa app on your mobile phone if it is connected to the internet. If your device experiences a power interruption, after power resumes, check the device and its connections to ensure the device works as intended.
16. What happens if my Echo device is in Do-Not-Disturb mode?
If your device is in Do-Not-Disturb mode, you can place a call to Urgent Response. If the call is disconnected or the agent is unable to hear you, they will call you back on your device. An incoming call from Urgent Response will override the Do-Not-Disturb setting.
