Alert Workflows help you stay on top of critical events in your business conversations. Track important moments by keywords, performance thresholds, or specific behaviors, and take action on what matters most.

What Are Alert Workflows? #

Alert Workflows automatically notify you when important events occur in your conversations:

• Keyword-based alerts – Track when specific words or phrases are mentioned
• Performance alerts – Get notified when scores fall below thresholds
• Behavior or event alerts – Flag specific events critical to your business

Accessing the Alerts Dashboard #

Navigate to the alerts dashboard to see all your latest alerts happening within customer conversations.

Understanding the Alerts Dashboard #

What You’ll See #

The dashboard shows:

• Latest alerts across all your customer conversations
• Status – Current state of each alert
• Date – When the alert was triggered
• Severity – How critical the alert is

Viewing Alert Details #

Click on any alert to see:

Evidence:

• More details about what triggered the alert
• Context around the event

Comments:

• Leave comments on alerts
• Collaborate with team on resolution

Feedback:

• Review feedback provided by evaluated team members
• See responses from advisors, agents, or reps being evaluated on calls

Alert Notifications #

Email Notifications:

• Receive alerts in your inbox

Slack Notifications:

• Get alerts in Slack channels

Flexible Channels:

• Choose whatever notification channel works for your team

Setting Up Alerts #

You can create alerts based on:

Keywords:

• Track specific words or phrases in conversations

Performance Thresholds:

• Get notified when performance drops below set levels

Critical Events:

• Flag any event that’s important to your business

Need Help? #

Contact support via in-app chat