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Voyc provides a range of industry-specific alert templates to assist you in effortlessly configuring your workspace. Within a few minutes, you can conveniently set up alerts and their corresponding keywords, enabling you to promptly track things such as customer vulnerability, compliments and complaints in conversations. This article will guide you through the process.
Finding and Customising Alert Templates
We've streamlined the process for accessing our extensive template library to make it as convenient as possible for you.
Getting Started with Templates
The process of setting up alert templates is under the channel configuration component on Voyc. To get started follow these steps:
Navigate to Manage Channel and click Alert settings.
Three options will be presented: create a new alert, select an alert template, or copy alerts from a channel. Choose the Select Alert Template option.
This GIF illustrates how to start creating alerts.
You'll now see a pop-up with a range of industry-specific alerts ranging from complaints to swearing. Go through the list and start selecting the templates that suit your context.
The GIF illustrates the different alert categories on Voyc
Once you're happy with your selection click Create. Voyc will start generating your list of alerts. This process can take a few seconds depending on the amount of alerts chosen. By following the steps outlined in any of the above options, you can effortlessly access and utilise the template library and activate alerts in a matter of minutes.
📌Take Note: Alert templates could take up to several minutes to generate depending on the number of templates selected.
How to Customise Your Alerts
After activating your alert template, you may customise your alerts using keywords. Here's how you can customise your chosen alert templates:
Edit the Name: Click on the selected alert and rename it for better clarity within your channel.
Add a description: Provide a brief explanation of the alert's purpose to further enhance understanding.
Refine keywords: Add or remove specific keywords by clicking the delete button next to the keyword or adding a new keyword to the list.
Choose users to notify: Select the user(s) or team(s) who should receive notifications when this alert is triggered.
This GIF illustrates the process of customising alert templates
📌Take Note: If needed, you can adjust settings and deactivate alerts by choosing set to Inactive
Testing your alerts against calls
The process of testing alerts in your channels is dependent on two conditions, if there are calls or if calls are yet to be uploaded.
When the channel has calls
You can test your alerts by clicking on the Intercom button and contacting the Support team. Ask them to re-run your conversations using the newly implemented alerts. This means that your calls will now be assessed using the latest alert criteria. Once the re-run is finished, you'll find the results under Manage Channel as you navigate to alerts. Alternatively, you can view the results on your dashboards.
This GIF illustrates how to access Intercom and make a request to the support team
2. When calls are yet to be uploaded
You cannot test alerts without calls. However, once alert templates are activated, they will begin to flag conversations containing the specific keywords set up for each alert.
Frequently Asked Questions
Are Voyc Alert templates free?
Are Voyc Alert templates free?
Yes, Voyc alert templates are free.
Can I copy an Alert template that I’ve customised from one channel to another?
Can I copy an Alert template that I’ve customised from one channel to another?
Certainly! You have the ability to copy a customised alert template from one channel to another, even if the alerts are inactive. To do this, when setting up alerts, simply select Copy Alert from channel then select the channel you want to copy the alerts from. All the alerts will then be duplicated in your channel.