How do I configure admin alerts?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Manage my alerts | Available to all contracts by default |
Required Permissions:
Manage alerts — to create and configure alerts in Settings > Manage my alerts
What admin alerts are
Admin alerts are alerts you set up on behalf of other people in your organisation, rather than just for yourself. You pick the trigger, set the conditions, and route notifications to managers, supervisors, whole roles, or reporting teams.
This guide covers the org-wide setup. If you only want to be notified yourself when something happens to you or your team, see How do I set up my own customised alerts?.
Step 1: Open the alerts page
Go to Settings > Manage my alerts.
Click Create new alert.
Step 2: Name the alert and pick the trigger
Enter a clear Event name so other admins can tell what the alert does at a glance. For example, "Failed evaluations - Sales team" or "Low score - Support".
Choose the event that should trigger the alert:
Evaluation score - when an evaluation score falls within a range you set
Evaluation fail - when an evaluation fails
Evaluation complete - when an evaluation is published
Line item auto-fail - when an auto-fail line item is triggered
Agent viewed evaluation - when an agent opens their evaluation
Agent acknowledged evaluation - when an agent acknowledges an evaluation
Evaluation queried - when an evaluation is queried
Feedback outcome - when feedback matches an outcome you choose
New conversations - when imported conversations match a saved filter
Step 3: Set the condition
The condition fields change based on the event you picked.
For Evaluation score, set the range. For example, 0 to 60 to catch failed evaluations.
For Line item auto-fail, select the line items that should trigger the alert.
For Feedback outcome, choose which outcomes apply.
For New conversations, pick the saved imported-conversations filter.
Step 4: Choose recipients
This is where admin alerts differ from personal ones. You're targeting other people, not just yourself.
Add recipients from any combination of:
Non-agent users - specific managers, supervisors, or quality team members
Roles - everyone who currently holds a role (for example, all Administrators)
Admins - all administrator users in one click
Reporting user teams - a team leader plus their direct reports
Role-based recipients adapt automatically as people join or leave that role, which is usually what you want for org-wide alerts.
To remove someone, click the x next to their name.
Step 5: Add filters (optional)
Filters narrow when the alert fires. Available filters depend on the event type, but typically include:
Agents - only fire for evaluations of specific agents
Evaluators - only fire for evaluations completed by specific evaluators
Evaluation modes - only fire for specific modes such as Quality or Calibration
Scorecards - only fire for specific scorecards
Authors - only fire for feedback from specific users
Use filters to keep alert volume sensible. An unfiltered "Evaluation complete" alert across a whole contact centre will overwhelm recipients.
Step 6: Choose how recipients are notified
System notifications appear in the in-app notification bell. They're always on.
Email notifications are optional. Toggle them on if the alert is urgent enough that recipients shouldn't wait until they're next in the platform.
Step 7: Save
Click Create alert.
You'll see the new alert in the list. The recipient count is clickable so you can confirm exactly who's covered.
Managing existing alerts
From the alerts list:
Click the (i) icon to view the configuration
Click the recipient count to see the full list
Use the actions menu (three dots) to Edit, Pause, Unpause, or Delete an alert
Pause is useful when an alert is firing too often and you need a breather while you tune the filters. Delete is permanent.
Things to watch for
If you see a warning icon next to an alert, the scorecards it's tied to have been deactivated. Edit the alert and pick active scorecards.
If the page shows a banner about General Notification being disabled, alerts won't deliver until that's switched back on under Settings > Notifications.