Emergency calling on Soli

Last updated: November 15, 2026

How emergency calls work

• On the phone app, 911, 988 and 711 open your phone’s own dialer. The call goes over your mobile carrier, from your phone’s own number, with the location your carrier and phone provide.
• On the desktop app, the call goes out over the internet on the Soli line you choose. A 911 call sends that line’s number as the callback number and the line’s 911 address as the location.
• 988 and 711 work from every line. If one doesn’t connect from the desktop app, you’ll be told to dial it from a mobile phone or landline.
• You can’t text 911 or 988 from Soli. Call instead.
• Emergency calls are free. They keep working while an account is paused for a missed payment, but not after a line or account is cancelled.
• Use Soli for 911 only in the United States.

Your 911 address

Every Soli line has a 911 address: the street address where the line is used, with the suite or floor. When you set up Soli, an owner or admin confirms it.

• Keep it correct. Change it in Soli before a line is used from somewhere else.
• Emergency responders may be sent to this address even if you’re somewhere else.

Working away from the office

• When your computer joins a new network, the desktop app asks if you’re still at the office. If you’re not, it reminds you that 911 from this computer still sends the office address.
• If you call 911 from the desktop app away from the office, tell the dispatcher where you are right away, or call from a mobile phone instead.
• On the phone app, 911 uses your mobile carrier, so your location comes from your phone, wherever you are.

When 911 may not work

An emergency call from Soli may fail, be delayed, or reach the dispatcher without the right location or callback number:

• if the power is out, or the computer or phone has no battery;
• if the internet, your mobile carrier or Soli is down or slow;
• if the line’s 911 address is missing, wrong or out of date;
• if the app is signed out, not running, out of date, or blocked by your device or network;
• if the call reaches a national call center instead of your local one. Then the dispatcher will ask where you are.

Keep another way to call 911, such as a mobile phone with service or a landline, everywhere you use Soli. Soli doesn’t monitor emergency calls and can’t help connect them.

Test safely: call 933

Never test by calling 911. Call 933 instead. From the desktop app, a recording reads back the line’s number and 911 address. From the phone app, it reads back what your carrier sends.

When someone at your practice calls 911

Soli emails your owners and admins (who called, from which line, and when) and alerts your team’s phones. This depends on the app reaching Soli and can be delayed. It doesn’t contact emergency services or anyone else for you.

Tell your team and your clients

• Make sure everyone who uses Soli has read this page before they start.
• Put a note by each computer that uses Soli. For example: “911 from this computer sends the office address. If the power or internet is out, use a phone.”
• Tell clients, in your intake forms, greeting and crisis plan, to call 911 or 988 directly in an emergency. Soli isn’t a crisis line or an after-hours answering service.

The full terms

This page is a plain-language summary. Section 9.2 of the Terms of Service has the full terms for emergency calling. Questions: support@meetsoli.com.