An alert tells your team when a conversation calls for action: an unhappy customer, a sales opportunity, a billing issue. The AI looks for it in every analysed call or email. You decide what it spots and who is told.
Before you start
- Only an administrator of your account can change the alerts. Other users see them, without being able to change them.
- Your account starts with three ready-made alerts: Unhappy customer, Sales opportunity and Billing issue.
Steps
- Open Settings, My alerts section, then click View setting next to the alert.
- Under What the AI detects, pick an answer to How strict should this alert be?: Sensitive — every signal, Balanced — proven problem (recommended) or Strict — serious cases only.
- Fine-tune if needed: tick or untick the cases under What fires the alert, and those to ignore under Do not alert for:. On some alerts, a locked first line recalls the subject: it is always watched.
- Would you rather use your own words? Click Write my own alert, describe the situations to spot, then click Save. Until the text is saved, the ticked cases are the ones that count. Back to the cases to watch undoes this choice.
- Under Channel, tick where to look for the alert: Calls, Emails, Meetings. Only your account's channels are offered.
- Under Scope, narrow the alert down if needed to some Staff members watched or Email addresses watched. Left empty, everything is watched.
- In Recipients & frequency, type an address in the block you want (Real time, Daily digest or Weekly digest), then click Add. For a digest, pick the Send day and the Send time.
- If you wish, click the alert's name to change it, then pick its Icon and its Color.
Each change is saved at once: there is no overall button to confirm, except the text of a custom alert, which has its own Save button.
Add or remove an alert
- Add an alert, under the list, opens a catalogue of ready-made alerts. For your own, choose Custom alert, give it an Alert name, click Create, then set it up.
- The number of alerts depends on your plan. Once that number is reached, the button opens the Maximum number of alerts reached window, which explains how to add more.
- The Enabled / Disabled switch pauses an alert: the AI no longer looks for it, but it still counts in your number of alerts.
- Delete alert, at the bottom of its page, removes it for good and frees a slot.
If it does not work
- "No recipient yet — this alert won't send any email.": add an address in Recipients & frequency.
- The alert fires too often: choose Strict — serious cases only, or tick cases under Do not alert for:. Not often enough: choose Sensitive — every signal.
- Lost track of your changes: click Back to the recommended setting.
- An alert fired wrongly on a conversation: report it from the conversation, see Read a conversation.
Good to know
- A setting applies to the conversations analysed afterwards. Those already analysed do not change.
- On a meeting, the alert only applies when at least one participant is from outside your company.
- From a conversation, the Alert settings icon next to a triggered alert opens its setting directly.