Alerts and notifications: which event goes to which channel?

What is it for?

It keeps you informed of important events even when the panel is closed. Open “Account” › “Alerts and notifications” from the menu. Every member can see it; changing it requires the owner or admin role. Notifications are set for the workspace, not per person.

In a new workspace the email channel comes switched on: “Lost connection”, “Tool failure”, “Integration step failure”, “Credit” and “Payment” go to owners and admins by email. When you add a ready-made agent, “New record” and “New support ticket” are added to email too.

Adding a channel

1. On the “Channels and notifications” tab, press “Add channel”.
2. Choose the platform: Slack, Microsoft Teams, Telegram or email (goes to owners and admins). Slack and Teams must first be connected on the “Integrations” page; Telegram chats are added on “Integrations” › Telegram.
3. Choose the channel or chat from the list. If you pick a private Slack channel, type /invite @agenola in that channel first.
4. Tick the notifications that should go to this channel and press “Add”.

To remove a channel, press the trash icon next to it. If a channel shows “Not connected”, “Reconnect” or “Account changed”, nothing is sent to it; fix the integration with the link next to it.

Notification types

• New support ticket
• Frustrated visitor: when the agent notices it in a conversation, if sentiment analysis is on in the agent; at most once per conversation.
• New record: when a visitor completes a conversation; if the conversation opened a request, the request notification goes instead.
• Unanswered question: when the same question goes unanswered for the third time.
• Credit: when the monthly credits run out, when the grace allowance runs out too, and when spending is unusually high.
• Lost connection: when an integration's connection is lost.
• Tool failure
• Integration step failure
• Payment

With “Edit” next to each notification you choose which channels it goes to; the change takes effect right away. A notification tied to no channel goes nowhere and shows “Goes to no channel”.

Notification language

On the “Notification language” card, choose the language of Slack, Teams, Telegram and email messages. If you don't choose, they go in Turkish.

Tracking deliveries

The “Deliveries” tab lists the last 7 days of notifications: time, notification, channel, status, attempts and error. You can filter by status and notification. If a temporary error occurs, a delivery is retried up to 5 times at growing intervals; if it still fails, the status becomes “Failed” and you can retry by hand with “Send again”. If a notification couldn't be delivered in the last 24 hours, a warning appears at the top of the page.