How do I set up an alert based on imported conversations matching my filters?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Required so that conversations are imported via an integration and can match a filter |
Required Permissions:
Manage alerts (
admin.settings.alerts) — to create and manage alerts in Settings > Manage my alerts
Overview
This article covers how to set up alerts for new conversations that match your imported contact filter as they are ingested into the system. This alert option lets users receive real-time notifications when a new conversation that matches a set filter is imported via an integration.
For example, you can create a filter to detect conversations containing profanity and set up an alert to notify the agent's manager immediately upon import. This allows for a quicker response and immediate action, preventing issues from escalating further.
For an overview of alert functionality, see How do I set up my own customised alerts?
How It Works
To create a new alert, go to Settings in the left-hand menu and select Manage my alerts.
Click the + New alert button to create a new alert.
Enter a name for your alert and select a trigger event > new conversations matching filter.
_Note: This name will be referenced in notifications._
Once the event type has been selected, choose the integration and filter you want to be alerted about.
Select the relevant recipients this alert should go out to. This list includes individual users within your org, all users with a given role, users according to their reporting access, or a combination of users across these categories.
Recipients with direct reporting access means notifications go to team managers/leaders of the agents involved in the conversations.
Notification type: These can be in-app only, or you can select Yes to receive these as email as well.
Email Notification Content
The email notification is sent with all conversations that have recently been imported that match your filter (on 15-minute intervals). A notification is only sent if there's a new match.
The email content includes:
Contact information: reference, date of contact, agent name, and channel
If you're using insights, additional information about the conversation is included. If insights aren't enabled on your contract or don't apply to the contact, only contact information is shown:
* Opening * Requirements * Discussion * Outcome
A link to the individual conversation
Or a link to all conversations from the notification