Alerts and Notifications

Three parts of an alert

• Alert type: the signal Isara detects. Fixed once a rule is created.
• Rule: decides which conversations count and who is told.
• Distribution list: the people who receive the notification.

Rules control routing, not detection. Isara decides what counts as a signal. Rules decide who hears about it.

Turn on Slack delivery

Alert Settings > Connect Slack. Once connected, any distribution list can turn on Send to Slack.

Set up a distribution list

1. Distribution Lists > New List.
2. Name it and add recipient email addresses.
3. Turn on Send to Slack if needed (Slack must be connected first, see below).
4. Save changes.

Create an alert rule

1. Alert Rules > New Rule.
2. Choose the alert type. This cannot be changed later; create a new rule instead.
   1. Priority Interventions: conversations needing prompt attention.
   2. Early Warnings: signs a conversation or relationship may be heading toward a problem.
   3. Disengagement: signs a customer is going quiet.
   4. Topic Anomalies: topics that are highly contributing to low customer satisfaction. Choose a topic category (All, Product, Service, or Context).
3. Name the rule.
4. Choose a filter (Severity, CSAT Score, Temperature, Frustration Level, Legal Risk, Connection, Organisation, or a custom filter) and a value, or leave the filter blank to match everything. Any custom filter created will also be available to select.
5. Choose a distribution list.
6. Click Create.

One filter and value, or one topic category, per rule. For more than one condition, create more than one rule.

Worth remembering

• A blank filter matches everything for that signal, which can mean high volume.
• Deleting a rule stops the notification, not the underlying detection.
• Update a distribution list once, and every rule using it updates too.