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Get live alerts on conversations that need a supervisor

Be told while a chat is still open when the customer turns sharply negative, uses escalation words or your keywords, waits too long or keeps coming back.

Last checked For: Supervisors and administrators

Steps

  1. Know what it does

    Live alerts shows Conversations in progress that need a supervisor: sharp negative sentiment, escalation words and your keywords, long waits for a reply and repeat contacts. It reads each new customer message on open digital conversations (web chat, WhatsApp, SMS, e-mail and the social channels). Only the customer's words are read, never the agent's, and an alert describes a conversation, not a person.

  2. Open the page

    Choose Live alerts in the menu; supervisors and administrators see it. The settings and keywords are shown to roles with alert management. Live alerts start switched off: until they are on, the page shows Live alerts are off. A supervisor with alert management switches them on below.

  3. Switch alerts on

    Under Settings, tick Live alerts on and Sentiment alerts on. Set the Sentiment threshold (-100 to -10) (default -60): a message or conversation scoring at or below it raises Sharp negative sentiment, as does a sudden fall of 50 points or more that ends at or below -30.

  4. Set the wait and repeat rules

    Long wait (seconds, empty for off) (default 300) raises Long wait for a reply when the customer's last message has waited longer. Repeat contact (conversations, empty for off) (default 3) and Repeat contact window (hours) (default 72) raise Repeat contact when a customer opens that many conversations within the window.

  5. Limit the noise

    Cool-down per conversation (seconds) (default 900) stops the same alert repeating on one conversation; a sharper one still comes through. At most per minute (default 30) caps alerts for the whole account. A conversation gets at most four alerts an hour.

  6. Choose escalation words and channels

    Under Escalation words, tick Complaint, Regulator, Lawyer and Cancel as needed; regulator and lawyer are critical, the others warnings. Under Channels watched, tick the channels to read.

  7. Choose where alerts go

    Under Where alerts go, tick Console (a notice for supervisors on any page), Wallboards, and Slack, Microsoft Teams and webhooks. For Slack or Teams, connect them first on Slack and Teams. Choose Save.

  8. Add AI scoring if you want it

    Under AI scoring, tick Score borderline conversations with AI and set AI scores per day at most (default 200). Conversations that turn negative without crossing the threshold are scored by your AI provider, charged to your AI budget and capped per day. The AI must be on in AI settings.

  9. Add your own keywords

    Under Your keywords, enter a Label, the Wordings, one per line (up to 10, each up to 200 characters) and the Severity, Warning or Critical, then choose Add keyword. Matched on the customer's words, allowing for small typing slips. A wording right after a negation is not raised. Use Pause, Resume or delete on each row.

  10. Act on an alert

    Open alerts lists each alert with its Raised time, Alert, Rule, Score, Channel, Customer and Agent. Open shows the conversation live, where you can whisper to the agent or take it over. See Use the supervisor tools. Then choose Acknowledge or Dismiss.

  11. Review what was handled

    Handled in the last 24 hours lists the alerts acknowledged or dismissed, with their Status. Alerts scored by AI are marked AI.

Good to know

  • The rules cost nothing to run. AI scoring is off by default; each AI score is charged to your AI budget and stops when the daily limit or your AI spending cap is reached.
  • The sentiment word lists are English, with the strongest words in German, French, Spanish and Italian. Add your customers' own wordings as keywords.
  • An account can have up to 100 keywords, and two keywords cannot share a label.
  • Calls are not read: live alerts cover digital conversations only.
  • An alert held back by the cool-down or the per-minute cap is not stored. A long wait held back is raised on a later check once there is room.
  • Live alerts is a paid feature charged per person each month. With it switched off on Feature access, the page is hidden and nothing is read.
  • For alerts on a metric such as a queue's waiting time, use Alerts on the supervisor pages instead: see Use the supervisor tools.

Still stuck?

Write to hello@ringura.com, or use the contact page, and say which guide you were following.

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