The Negative Alerts feature is in Beta and available on request
What Are Negative Alerts?
Negative alerts in Voyc help you catch what’s missing from a conversation, and sometimes what’s missing can cost you money.
Unlike regular alerts that trigger when a specific word or phrase is spoken (like “physical illness” or “here is my pin”), negative alerts flag conversations where a required word or phrase was NOT said.
Imagine your sales team is meant to mention a limited-time offer or ask a key qualifying question such as “Are you interested in upgrading today?”.
A negative alert can flag any call where that opportunity wasn’t mentioned. This helps managers spot missed sales moments and coach teams to convert more leads into revenue.
It also works for compliance. For example, if agents must say “We’re authorised by the FCA” in every call, a negative alert can flag any conversation where that phrase doesn’t appear.
Why It Matters
Sometimes silence is the problem.
When a key phrase is missed, it can mean a lost sale, an unhappy customer or a compliance breach. Negative alerts help you spot those moments so you can act fast.
They help you:
Catch missed sales opportunities when key offers or qualifying questions aren’t mentioned
Identify training needs where teams forget required phrases or sales prompts
Protect compliance by ensuring mandatory statements are always delivered
By surfacing what wasn’t said, negative alerts turn quiet mistakes into clear opportunities for improvement.
How It Works
When you create a negative alert, Voyc checks if each of your chosen keywords or phrases appear in the conversation.
The alert will trigger if all of those negative alert keywords are not said in a conversation.
The alert will not trigger if any of the words were said.
💡 Example:
You set up a negative alert to monitor for these words:
“Fire” “Flood” “Storm”
Here’s how Voyc will evaluate the conversation:
If all of these words are said → No alert
If one or two of the the words is said → No alert
If all are missing → The alert triggers
To clarify, if “Storm” was not said but “Fire” and “Flood” were, the alert will not trigger.
💡 Tip: Keep negative alerts focused on a single topic and name them accordingly. Avoid generic names or mixed subjects. If you combine unrelated phrases (like compliance terms and product names), your alert may trigger too often or not at all and lose relevance.
Setting Up a Negative Alert
Step 1: Create a Negative Alert
Go to your Channel Configurations and select Alerts from the top tab.
Select +New Alert.
Select Start from scratch and then Continue
Name your alert in Alert Title, choose the Severity of your alert and add a Description.
When you are happy select Create and Continue.
Step 2: Add your Keywords / phrases and set the condition
In your Alert, under Conditions, select + Add a Condition
Ensure that the operator is set to Is Not spoken.
Enter the keyword / phrase that must appear in compliant calls and click the + Add button to add them.
Click Done and test your alert on a few conversations to check its accuracy.
💡 Tip: Name your alert after the subject it monitors, for example:
Upsell offer not mentioned
Customer verification missing
Discount not offered
FCA statement absent
This keeps your alerts easy to identify.
The Gist
Negative alerts tell you when silence might be risky.
They help you catch missed opportunities, whether that’s a sales prompt left unsaid or a compliance line forgotten. By highlighting what didn’t happen in a conversation, they turn silence into insight.
Keep them focused and keep them simple, and they’ll become one of your most valuable tools for driving revenue, maintaining compliance and improving call quality.