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Alerts

Alerts are rules that watch your processed conversations and notify the right people the moment something important happens. You define the conditions, point the alert at a playbook, choose who gets emailed, and let RedFlare keep an eye on things for you.

Alerts

What you can do​

  • Create alert rules that trigger when a conversation meets conditions you define.
  • Apply a playbook so the alert evaluates the fields that playbook produces (metrics, scores, rubrics, metadata, and more).
  • Build conditions from simple checks, or combine rules and groups for richer logic.
  • Choose how alerts fire: Instant, sending an email the moment a conversation matches, or Scheduled, collecting matches and dispatching on a recurring timetable.
  • Control the schedule's frequency, time zone, start time, and when (if ever) it should stop recurring.
  • Email a custom notification to individuals or teams, with dynamic placeholders that fill in details about the conversation that triggered it.
  • Pause an alert temporarily, then resume it later without losing your configuration.
  • Track every trigger and dispatch from a single alert's History view, including failures.
  • Export your alerts to a downloadable file for sharing or record-keeping.

How it works​

Alerts run on top of your playbooks. Every time a conversation finishes processing in a playbook, RedFlare looks up the active alerts attached to that playbook and checks the freshly processed conversation against each one.

  1. A conversation finishes processing. When a playbook completes work on a call or conversation, that result becomes the input for any alerts watching that playbook.
  2. RedFlare gathers the conversation's data. It pulls together the fields produced during processing, such as call metrics, scores, rubric results, extracted entities, detected events, and metadata like duration, direction, and start time.
  3. Conditions are evaluated. Each alert's rules are checked against that data in a single pass. RedFlare records not just whether the alert as a whole matched, but exactly which individual conditions were met, so the notification can explain what happened.
  4. Triggers are recorded. For every matching conversation, RedFlare creates a trigger that captures the conditions that fired and the conversation it came from.
  5. Notifications go out. For Instant alerts, an email is sent to each recipient right away. For Scheduled alerts, triggers accumulate and are dispatched together when the schedule next runs.
  6. Everything is logged. Each email send is tracked as a dispatch with a status of pending, sent, or failed, so you can always see what was delivered and to whom.

Emails are personalised per recipient: RedFlare swaps your placeholders for real values (the recipient's name, the playbook, the matched condition, the number of calls, when it triggered, and a link back to the alert's history) before sending each one.

Create an alert​

When you first open Alerts, you'll see No alerts created yet with a prompt to get started. Creating an alert walks you through three short steps: Configurations, Conditions, and Mail Templetes.

  1. Open Alerts from the sidebar.
  2. Select Create Alert (or Create New Alert from the empty state).
  3. On the Configurations step, give your alert a name in the Name field. This name appears in notifications and lists, so keep it concise and descriptive. RedFlare checks the name for you, and you'll see Alert name already in use if it's taken.
  4. Add a Description to capture what this alert monitors, why it matters, and what action to take.
  5. Under Schedule Type, set the timing, frequency, and time zone for the alert. This controls whether matches are sent instantly or on a recurring schedule.
  6. Select Next to continue.
note

You won't be able to advance until the name, description, and schedule are valid. RedFlare validates your alert name in the background, so give it a moment if you see "Alert name validation inprogress."

Configure the schedule and recurrence​

The Schedule & Recurrence settings decide when RedFlare evaluates and dispatches the alert.

  • Time zone — the zone all scheduling is interpreted in, so triggers land at the local time you expect.
  • Schedule starts on — the date and time the alert begins watching.
  • Interval / recurrence — how frequently the alert is evaluated. Built-in choices range from Every hour through Every 24 hours, and you can supply a CRON expression for precise timing (for example, "9am and 5pm daily" or "8am weekdays").
  • Trigger time — the specific time of day the alert fires for the chosen interval.
  • Recurrence ends — when the alert should stop recurring. Choose Never to let it run indefinitely.

Set conditions and choose a playbook​

The Conditions step is where you decide exactly what makes this alert fire.

  1. On the Conditions step, open Select Playbook and pick the playbook whose output the alert should evaluate.
  2. Under Conditions, build the criteria that must be met. Use rules for individual checks and groups to combine them with AND/OR logic.
  3. Reference the fields the chosen playbook produces, such as scores, metrics, rubric outcomes, call duration, direction, or extracted entities.
  4. Select Next to move on to the notification setup.
tip

Start with one or two clear conditions and confirm the alert behaves as you expect before layering on groups. Because RedFlare records which individual condition matched, simpler rules also make your notification emails easier to read.

Set up the notification email​

The final Mail Templetes step controls who hears about a trigger and what the message says.

  1. In the Recipients field, enter the email addresses of the people or teams who should receive this alert. Start typing to search existing recipients or add new ones. Every recipient gets their own personalised copy.
  2. Fill in the Subject. This subject applies to every email this alert generates, and RedFlare pre-fills a sensible default like "Alerts - [name] triggered" when you name the alert.
  3. Write the Body of the notification using the template editor.
  4. Use Placeholders to automatically insert dynamic alert details into the email, written as {Placeholders}. Available values include the recipient's Name, the alert Description and Label, the Pipeline (playbook), the matched Condition, the No of calls, the Triggered At time, and a Link back to the alert's history.
  5. Select Create to finish.

Once created, RedFlare opens the alert's detail page so you can review everything in one place.

note

The recipient list, subject, and body are captured with each dispatch, so the History view shows exactly what was sent at the time, even if you later change the template.

Manage an existing alert​

Open any alert to see its detail page, organised into three tabs:

  • Configuration — review and update the alert's setup.
  • History — see what's happened since the alert went live.
  • Settings — activate, pause, or delete the alert.

Pause or activate an alert​

From the Settings tab:

  1. To stop an alert without losing its setup, choose Pause this alert. Pausing temporarily stops all data syncs without deleting any configurations, and you can resume it anytime.
  2. To turn a paused alert back on, choose Activate this alert. This enables the alert and resumes all data syncs.

The status badge at the top of the detail page always shows whether an alert is currently active. Only active alerts are evaluated when conversations finish processing.

Delete an alert​

  1. Open the Settings tab.
  2. Select Delete this alert.
  3. Confirm when prompted.
caution

Deleting an alert is permanent. As the app warns, "Once you delete an alert, there is no going back. Please be certain."

Review history and dispatches​

The History tab shows how an alert has performed over time.

  • The overview surfaces stats like No. of triggers and Failed triggers. Until the alert has run, you'll see No alerts triggered yet.
  • Alert Dispatches lists each notification sent, including its status and send time. Before anything fires, this reads No alert dispatched yet, and dispatch history appears here once your alerts are activated.

A trigger represents a conversation that matched your conditions; a dispatch represents the email that was sent about it. If an email can't be delivered, the dispatch is marked Failed and counted under failed triggers, so problems are easy to spot.

Export your alerts​

You can generate a downloadable file of your alerts at any time.

  1. On the Alerts screen, select Export.
  2. Give the export a name in the Export name field. This is used as the default file name.
  3. Choose an Export format (such as CSV or Excel) that fits where you'll open or share the file.
  4. Set a Date range so only alerts active within that window are included.
  5. Under Which alerts to export, keep All alerts to include everything, or choose Select manually to hand-pick specific alerts.
  6. Generate the export to download it.
tip

Use Select all visible when you're hand-picking from a long list. The selection counter and "Showing X of Y" label help you confirm you've captured exactly the alerts you want before exporting.

Tips​

tip

Use the search bar at the top of the Alerts screen to find a rule quickly once you have several in place, and the refresh control to pull in the latest trigger and dispatch activity.

tip

Choose Instant delivery when speed matters (a low score or a flagged moment you want to catch immediately), and Scheduled delivery when you'd rather receive a periodic roundup instead of one email per matching conversation.

note

Pausing is the safe way to quiet an alert you don't need right now. Because it keeps every setting intact, you can switch it back on later without rebuilding your conditions, recipients, or schedule.