How do I set up an alert based on imported conversations matching my filters?

Summary: 

In this article we'll cover how to set up alerts for new conversations that match your imported contact filter as they are ingested into the system. This alert option allows users to receive real-time notifications when a new conversation, matching 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.

How It Works:

Check out our 'How do I set up my own customised alerts' for an overview of the alert functionality

1. To create a new alert, navigate to settings in the left hand menu and select 'Manage my alert'

2. Click the '+ New alert' button to create a new alert

3. Enter a name for your alert and select a trigger event > new conversations matching filter
Note: This name will be referenced in notifications

4. Once the event type has been selected, you can then choose the integration and filter you want to be alerted about. 

5. Select the relevant recipients this alert should go out to. This list includes individual users within your org, all users with a given role, or users according to their reporting access or a combination of users across these categories.

Recipients with direct reporting access means notifications will go to team managers/leaders of the agents involved in the conversations.  

6. Notification type: These can be in app only or you can select 'Yes' to receive these as e-mail as well

7. In app notice

8. Email notification

The e-mail notification will be sent with all conversations that have recently been imported that match your filter (set on 15 min intervals). Only if there is a new match will a notification be sent.

The e-mail content includes

• Contact information: Reference, date of contact, agent name and channel
• If you're using insights additional information about the conversation will be included, if this is not enabled on your contract or does not apply to the contact only contact information will be shown
  • Opening
  • Requirements
  • Discussion
  • Outcome
• Redirect to the individual conversation 
• Or redirect to all conversations from the notification