Alerts are essential for staying informed about important activities in conversations, such as customer vulnerabilities, complaints, and compliments. These critical issues often go unnoticed when thousands of conversations are assessed. Voyc enables you to set up alerts for specific topics, ensuring your team is notified without the need to manually search through numerous conversations. This article will guide you through the process of setting up alerts on Voyc.
Activating Preset Alerts
There are two places within your Voyc workspace where you can create alerts: during step 4 of the channel creation process and when you’re within a channel by navigating to Configurations and Alert Settings ( or under the Manage Channel menu by clicking Alert Settings, if you’re still using the old navigation). The process for setting up alerts is the same on both pages.
When creating a new channel, you'll find that default vulnerability alerts have already been pre-selected for you. These pre-selected alerts ensure that critical issues are never missed, helping to safeguard your operations and maintain compliance with security standards. The default alerts include the following:
Credit card mention: This alert is triggered when the conversation contains references to sensitive card information.
Life Events: This alert is triggered when the conversation includes references to sensitive or traumatic issues that may affect the customer deeply.
Addiction: This alert is triggered when the conversation includes references to addiction or recovery from addiction.
Suicide mention: This alert is triggered when the conversation includes references to suicide, suicidal thoughts, or self-harm.
Mental Illness: This alert is triggered when the conversation includes references to mental health conditions or crises.
Serious Crime: This alert is triggered when the conversation includes references to criminal activities or abusive situations.
Learning Difficulty: This alert is triggered when the conversation includes references to learning or developmental disabilities.
Degenerative Disease: This alert is triggered when the conversation includes references to chronic or neurological conditions.
Health Conditions: This alert is triggered when the conversation includes references to a wide range of health conditions, disabilities, or medical issues.
Capability: This alert is triggered when the conversation includes references to accessibility issues or difficulties with technology, communication, or financial understanding.
📝 Take Note: It is important examine each of the applied default alerts to ensure that each aligns to your context. As you examine each alert, you will note that you have the option to deselect alerts that do not apply to your context.
You can further scroll down the page to view other presets such as “ombudsman threat”, “media threat”, and sales objection. Select any or all of the presets that apply to your context. Once done, click the Next Step button.
This GIF illustrates the various preset default alerts that can be found on Voyc
Your alerts will be generated and can be viewed when you click Alert Settings in the channel Configurations navigation menu.
Once preset alerts are selected and activated you can edit them and ensure that Voyc sends the correct notifications to your team. This means that you need to customise your alerts. Customisation allows you to tailor the alerts to your specific needs, ensuring that your team receives the most relevant information. You can start by optionally renaming your alerts and setting their severity.
Setting Alert Severity
To customise an alert, navigate to its settings page by clicking View on the right-hand side of the alert row. This will open the individual alert settings page. Here, you have the option to edit the alert name if desired. Next, determine the level of urgency and importance for your alert by selecting its severity. You can choose from four options: low, medium, high, and critical.
The GIF illustrates the process of setting alert severity on Voyc
📝 Take Note: Indicating the importance and urgency of an alert helps your team prioritise their tasks and manage the alert resolution process more effectively.
Evaluating Preset Alert Phrases
Now it’s time to verify if all the phrases added to each alert are relevant to what you want to be notified about. Remember, Voyc uses these phrases to search conversation transcripts and trigger notifications. To evaluate the alert phrases, follow these steps:
Go to the alert that you want to edit and click on View. This will open the alert editing page.
Navigate the Phrases section and start analysing the phrases that are associated with the respective alert.
If you’d like to delete a phrase, click on the delete icon on the phrase. Conversely, if you’d like to add a new phrase to the list of phrases, navigate to the field labelled “Enter Phrase” and add any phrase that you believe is related to the alert.
This GIF illustrates the process of updating alert phrases
📙 Voyc Tip: Make sure alert phrases are well-defined to avoid false alerts. For example, if you want to be alerted when a customer says "I can't write," entering just the phrase "write" will trigger alerts for any conversation containing that word. To ensure accurate alerts, use specific phrases like "can't write.” Ensure that to the most crucial parts of the alert only.
Notification Settings
Once you’ve confirmed that the alert has relevant keywords, you can specify who should be notified when the alert phrases are found in conversations on Voyc. To do this, navigate to the Notifications section and add the relevant user(s) to the notification recipients field. You can easily search for a user by entering the first letter of their username and pressing Enter once you’ve found them.
💡 Voyc Tip: If you’ve created a team who’ll be responsible for resolving alerts on Voyc, simply search for the team on the notification recipients field and assign the alert to them. To learn more about creating teams on Voyc, read this article.
Creating a New Alert from Scratch
Not only do you have an option to activate alerts from our preset library, but you can also create your own alerts if you can’t find any that fit your context, or if you’d like to add from the list of selected presets. To create a new alert, follow these steps:
On the Alert Settings page, click on +New Alert, a popup showing the three options: “Start from scratch”, “Presets”, and “Copy from Channel” will appear.
Click Start from scratch and then click Continue.
Now name your alert, for example “Warranty Notification.”
Indicate the level of importance and urgency by selecting the severity.
Finally, you have an option to add a description of the alert on the Description section. When done, click Save and Continue. Your new alert will be added to the alert settings page. Follow steps 1-5 to add more alerts from scratch.
This Gif illustrates the process of creating an alert from scratch on Voyc
Now that you’ve learned how to create alerts, let’s discuss how you can utilise the alerts settings page to organise and categorise alerts according to severity and status.
How to filter on the Alerts settings page
The Alerts feature has helpful filters located on the top bar, designed to improve your experience. Here’s how you can use them:
1. Alerts Search Bar
To search for Alerts, simply start typing the Alert title on the search bar and it will automatically appear as you type.
This GIF illustrates how to search for Alerts
2. Filter by Severity
You can sort and prioritise your Alerts based on their severity. To do this, click on the severity bar, which will display all severity levels from Low to Critical. If you want to see only critical Alerts, select the checkbox for Critical, and the system will filter the Alerts to show only those.
This GIF illustrates how to filter Alerts by severity
3. Filter by Status
To manage your Alerts more effectively, you can filter them by status. This is particularly useful if you want to focus on active Alerts. You can do this by clicking on the status bar and select the checkbox for active status.
This GIF illustrates how to filter by Alerts status.
💡 Voyc Tip: If you want to clear all the filters and start fresh, you can do so by clicking on the reset button.
Using these filters will help you manage your Alerts more efficiently, ensuring that you can quickly and effectively resolve the most important Alerts.
Frequently Asked Questions
If I’ve customised alerts in one channel, will it be possible to copy them to another channel?
If I’ve customised alerts in one channel, will it be possible to copy them to another channel?
Yes. Voyc allows you to copy alerts from one channel to another. To copy to a new channel, go to the new channel’s Alert Settings under Manage Channel and click +New Alert. From the New Alert options select the Copy from Channel option and then choose to either copy all alerts from a specific channel or a specific alert.
What happens if I select multiple severity levels in the filter?
What happens if I select multiple severity levels in the filter?
If you select multiple severity levels in the filter, the system will display alerts that match any of the selected severities. For example, if you select both "High" and "Critical," you will see alerts that are either high or critical in severity.