Manage Alerts

Alerts are the conversations you never want to miss. You describe what to watch for in plain language, and your AI Agent checks every conversation against your alerts, flagging the ones that match.

Unlike Topics, which categorize conversations so you can measure volume, alerts exist to catch individual conversations that need attention.

Create an alert

Go to Insights → Manage Alerts. Each alert has three fields:

• Alert Name — a short label, up to 100 characters. It is what you will see on the matching conversation, so keep it recognizable: Refund request, Enterprise pricing.
• Description — up to 500 characters. This is what the AI matches against, so it carries all the weight.
• Active — switch an alert off to stop matching without deleting it. Paused alerts keep their slot.

You can have up to 10 alerts at a time. The remaining count is shown above the list.

Writing a description the AI can act on

The description is a matching instruction, not a category name. Two things make the difference:

Describe what the visitor says or asks, not what you would do about it. The visitor asks for a refund or disputes a charge matches reliably; Billing problems to escalate does not, because it describes your process rather than the conversation.

Say what should not trigger it. Bounding an alert is usually what stops the false positives — for example, The visitor asks about pricing for more than 50 seats or asks for a custom quote. Not general questions about our published plans.

Good candidates to start with:

• Refund or chargeback requests
• Enterprise pricing enquiries
• Competitors mentioned by name

Where matches show up

A matched alert appears in two places:

• Inbox — on the conversation itself, in the details pane on the right, as a chip under the conversation analysis.
• AI Insights — the Alerts filter tab lists every conversation that matched an alert in the selected date range.

Alerts are evaluated as conversations are analyzed, so a new alert applies to conversations from the moment you add it — it does not retroactively re-scan your history.

Related

• AI Insights — where matched conversations are collected
• Manage Topics — categorize conversations instead of flagging them
• Inbox — the conversation details pane

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