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Setup alerts based on Message Type

Modified on Tue, 5 Sep, 2023 at 7:00 AM


This article explains how to setup an alert to trigger based on the Message Type.


Users have the ability to establish alerts that will notify them when a sentiment is detected on Inbound, Outbound, Case Description, or Case Notes. This will help the users to avoid false alarms or alert spam and narrow down to what they wanted to get notified on. This is achieved through "Message Type" within "My Alerts" page.

For example: 

Scenario 1:
User doesn't like to receive notification on Call Request signal detected on Agent email. 

Scenario 2:
User wants to get notified on Escalation Request Signals detected on Case Description or Internal Notes or Customer Emails.


Step 1: Go to My Alerts page. 

Step 2: Create an Alert

Step 3: Add required signals/sentiments to the alert conditions

Step 4: On the Right Side panel --> Message Type --> Double Click or Drag Drop one of the options "Inbound", "Outbound", "Case Note", "Case Description"

Inbound = Customer Email/Comments
Outbound = Agent/Support Engineer Email/Public Comments
Case Note = Internal/Private Case notes
Case Description = Case Description from the customer created during case creation

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