To implement an alert you attach a Raise Alert action to a Dialog (see Implementing Actions). Alerts are useful when a follow-up action may be required from a consumer's widget interaction.

Sometimes it is useful to only raise an alert under certain conditions. In this case one or more conditions can be applied to the Raise Alert action (see Adding Conditions).

Alert Fields

There are a few fields to complete in an Action of type Raise Alert. These are as follows:

  • Title: This field is used to name the Alert being raised. This will provide clarity in a Program with multiple potential Alerts.

  • Importance: This field is used to set the importance level of the Alert being raised. The options for this are ‘Default’, ‘Very Low’, ‘Low’, ‘Moderate’, ‘High’, ‘Very High’, ‘Critical’, and ‘Very Critical’.

  • Description: This is an optional field to provide further clarification on why an Alert has been raised. This is again useful for providing clarity in a Program with multiple potential Alerts. Variables can be included in this field by surrounding the Variable name in curly braces e.g. {variableName}.

A triggered Alert will be raised when the Conversation it is a part of is completed. The alert will then be viewable in the Conversagent portal.

Viewing Alerts

To see information on Alerts, select the Alerts icon in the header bar. It is represented by an exclamation mark and a number advising the amount of outstanding alerts.

Each Alert in the table contains the following information:

  • User: The name of the consumer who has raised this alert. Clicking on this will take you to the Alert Detail, such as the consumer's Profile information, and the Conversation that triggered the alert.

  • Description: The description of the Alert, if one has been provided.
  • Raised Time: The date and time that this Alert was raised on.

  • Alert Type: The Title of the Alert in question.
  • Importance: The Importance level of this Alert, as defined in the Raise Alert Action.

  • Status: The current Status of the Alert. The options for this are ‘Open’, ‘In Progress’, and ‘Closed’. When an Alert is first raised, its Status will default to ‘Open’. It can be set to ‘In Progress’ to keep track of alerts that are being handled. Once the required steps have been taken to process the Alert, the Status should be set to ‘Closed’, which will remove it from the list.

Resolving Alerts

How you respond to an Alert being raised is up to you, but if you are hoping to respond to a consumer, you will need to ask them for a contact method in your program, and attach this to your Alert.

Once an Alert has been handled, it is a good idea to set it to ‘Closed’ in the Alerts menu, to ensure no other members of your team follow up on it unnecessarily.