Alerts

A new alerts surface for monitoring agent behavior in real time. Configure thresholds on built-in call metrics or define your own custom conditions, then route notifications to email, phone, or a custom tool. Available at the Alerts dashboard.

• Alert on call length and API errors out of the box, or write custom conditions in plain language (for example, "caller asked for a manager"). Enterprise plans add advanced metrics including latency, sentiment, silence count, transcription quality, engagement, and interruptions
• Set severity levels with percentage triggers and lookback windows from 10 minutes to 24 hours, so alerts only fire when an issue is actually trending
• Deliver notifications by email, phone, or custom tool when a condition fires