Alerts

Alerts tell you something happened without you watching a dashboard. They are on for every workspace with nothing to enable first.

Two kinds of alert

They share a name and a bell icon, and nothing else.

	Call alerts	Metric alerts
Question	"Did that call need me?"	"Is this agent getting worse?"
Fires on	One finished call, straight after its analysis	A metric drifting or crossing a bound across many calls
Where	The Alerts page in the customer portal	The Alerts page in the workspace sidebar
Delivered by	Email, text message	Dashboard, email, Slack
Quiet hours	Yes	No

The rest of this page covers call alerts. For rules that watch a number across many calls, see Metric alerts.

Managing either kind requires the workspace owner or admin role.

A call alert fires once a call has ended and been analysed. Every matching trigger fires independently, so a call that is both urgent and a new lead sends both. Chat conversations and evaluations fire nothing.

The seven triggers

Trigger	Fires when
New leads	A first-time caller interested in what you do.
Urgent calls	A caller who sounds upset or time-sensitive, worth a quick callback.
Abandoned or dropped calls	The caller hung up before they got what they rang for, or the call dropped.
Messages taken	Your agent took a message or callback detail for you.
Bookings	Your agent captured a booking or appointment.
Unfinished jobs	The caller asked for something and the call ended before it got done.
Every call	A copy of every call, whether it needed attention or not.

Built-in rows and custom rows

A built-in row cannot be renamed, retriggered on something else, or deleted. It is switched off instead, which keeps its recipients and wording.

New custom alert adds a row of your own, running the same trigger to a different list of people with different wording. A custom row can be deleted.

The Unfinished jobs trigger is available on its built-in row only; custom alerts use the other triggers.

Who gets them

Each row carries its own recipients, entered as chips:

Email, any number of addresses. They do not need an account here, so a shared team mailbox works.
Text message, any number of mobile numbers.

A channel is on when it has at least one recipient. Send a sample to any new address or number before you rely on it.

Texts are sent from the sender name Meddle and cannot be replied to.

Scope and recordings

Applies to limits a row to particular agents. Leaving it empty means every agent in the workspace. Unticking every agent snaps back to all agents, so an alert can never be scoped to nobody.

Link the recording adds a link to the call audio that works for 24 hours.

Wording

Leave the message fields blank to use the standard copy, which tracks any improvements we make. Fill a field in and it becomes your own.

Fields and variables

Email rows take a From name, a Subject and a Body. Text rows take a Message. Both accept variables you can drop in at the cursor: {{caller_name}}, {{caller_number}}, {{agent_name}}, {{did}}, {{call_time}}, {{business_name}}, {{summary}}, {{transcript}} and {{call_link}}.

Subject: New lead from {{caller_name}}
Body:    {{caller_name}} rang {{agent_name}} at {{call_time}}.
         Call back on {{caller_number}}.

         {{summary}}
         {{call_link}}

Email is sent from notifications@meddle.sh. The From name changes the display name your inbox shows, not the address.

Use Send me a sample on the Alerts page to see a row as it will arrive.

Quiet hours

Quiet hours hold real-time call alerts overnight, set once for the whole workspace:

Quiet from and Quiet until, as hours of the day. The window may cross midnight. Leave either on No limit for no quiet window.
Your timezone, which is the workspace timezone every alert and summary is evaluated in.
Let urgent calls through quiet hours, on by default.

What a held alert does

An alert that would fire inside the window is dropped, not queued: it is never delivered later. With the urgent override on, only urgent alerts come through; everything else is dropped, though the calls are still in the call list.

Summaries are not affected by quiet hours.

Daily and weekly summaries

A summary is an emailed digest instead of a message per call. Add as many as you need using New daily summary and New weekly summary.

	Daily summary	Weekly summary
Covers	The previous day	The previous seven days
Schedule	A time you pick, defaulting to 7am	A day and time you pick, defaulting to Monday 7am

Times are in the workspace timezone. Each summary has its own recipients, agent scope and subject line.

A summary with nothing to report sends nothing rather than an empty email, and each one is sent at most once per period.