🚧 This Feature is currently in early Beta and available on request.
Beta means the feature is still being refined based on customer feedback, so changes, unexpected behaviour or occasional issues may occur as we improve it. We welcome your feedback.
To get access, contact support@voyc.ai or your Voyc Account Executive.
You can now fine tune exactly when your alerts trigger, not just what they listen for. Alongside the usual phrases and keywords, you can add conditions based on call attributes and call length, giving you more options to customise how alerts behave. This lets you tailor alerts to your unique needs.
Think of conditions as tiny gatekeepers that protect your attention. Your alert only triggers when all gatekeepers agree that the call meets your chosen criteria.
For example, if your existing phrase alert keeps firing on short voicemail calls, you can refine it by combining conditions. Set the alert to trigger only when your keywords are detected, then add a call length condition set to is greater than or equal to your chosen threshold. This reduces unnecessary alerts from very short calls while still surfacing the conversations that matter.
Whether you want to exclude short non viable calls from triggering alerts, restrict alerts to calls with a specific attribute such as call direction or team, or automatically flag calls longer than an hour for deeper review, conditions give you more control and help keep your alerts focused, proactive and intentional.
💡 Tip: If you have not created an alert before, you may want to start with our guide on creating alerts.
Adding and Accessing an Alert
Here is a quick recap on how to access your alerts and create a new one.
Accessing Your Alerts
To create or edit alerts:
Open the correct Channel.
Select Configurations.
Open the Alerts tab.
From here, you can either edit an existing alert or create a new one.
Creating a New Alert
Click +New Alert.
Select From Scratch and continue.
Enter your alert details, including:
Alert Title
Severity: Low, Medium, High or Critical
Description
Choose Create and Continue.
Editing an Existing Alert
Select the alert from the list to open its configuration
💡 Tip: To see the full article on creating alerts click here
Adding Conditions
Conditions give you control over when your alert triggers. You can add as many as needed by selecting +Add a Condition in the Condition block in your Alert. You will see there are three options Phrase, Length and Attribute.
To each Alert you may add:
One phrase condition with multiple key words
One attribute condition with multiple values
One length condition
If you are editing an existing alert and / or would like to add more conditions, select +Add Another Condition.
📝 Note: Conditions work together using AND logic, so all conditions on the alert must be met for it to trigger. For the Phrase condition, any one of the keywords you add will count as meeting that phrase condition.
Having multiple conditions, for example a phrase, attribute and length condition, greatly strengthens your alerts. By combining what was said, who the call was with and how long it lasted, you can create alerts that are specific, reliable and highly effective.
💡 Tip: To test your alerts, choose a test conversation that should be affected by your new alert set up and tag it accordingly (possibly “alert condition test”). For example a conversation that had 5 alerts, but after editing the alerts, should only have 2 or visa versa. Select the conversation and rerun the alerts for it.
Refresh your conversation list or browser and check the same call (you can filter by tag), the number of alerts should change when the rerun is complete.
Adding a Phrase Condition
Use a phrase condition when you want your alert to trigger based on specific words or phrases.
For the full article on creating alerts using phrases, click here.
When viewing your Alert, scroll down to the Conditions block and click +Add a Condition.
Select Phrase.
Type your keyword or phrase into the input block.
Click +Add or hit Enter (Mac users can use Cmd).
Repeat for additional entries.
Once you have added all the conditions you need, review your setup and select Done.
You can add up to 150 keywords or phrases. This is ideal for spotting certain behaviours or compliance terms.
💡 Tip: You can use Joyc to help you create keywords, ensure you have a comprehensive description and select Get AI Suggestions. To learn more about this read this article.
Adding an Attribute Condition
Attribute conditions let you target alerts based on the properties of a call. For example, if you only want the alert to trigger on outbound calls, choose the Call direction attribute and set the value to Outbound.
When viewing your Alert, scroll down to the Conditions block and click +Add a Condition.
Select Attribute.
Choose an Attribute from the dropdown list.
Begin typing the value you want. Enter at least the first three letters.
Once you select the value, it appears in a box below the field.
You may add more values for the same attribute by repeating step 4 and 5.
Once you have added all the conditions you need, review your setup and select Done.
Adding a Length Condition
Length conditions help you target calls based on duration. This is especially helpful when very short calls may need review because they could indicate incomplete verification, rushed handling or a potential compliance gap.
When viewing your Alert, scroll down to the Conditions block and click +Add a Condition.
Select Length.
Choose your rule. For example, call is less than or equal to or greater than and equal to the entered length.
Set the desired time using the Hours, Minutes and Seconds fields.
Once you have added all the conditions you need, review your setup and select Done.
The Gist
Conditions give you finer control over how your alerts behave, helping them trigger only when they genuinely matter. By combining phrases, call attributes and call length, you can design alerts that are specific, reliable and aligned to how your team actually works. As this new feature evolves, you will be able to keep refining your conditions so your alerts stay tightly focused on the conversations that matter most.