1. Introduction and Overview
The AI Notifications feature enables proactive notifications to be sent to Supervisor and Administrator roles when specific keywords or phrases you define are detected in customer and agent interactions (calls or chats). Thanks to this feature, you can be informed of critical situations in your operation (e.g., "complaint", "threat", "refund") in near real-time and quickly review the relevant interaction.
Target User: Supervisor, Administrator (Admin)
2. Prerequisites
To use this feature, the following conditions must be met:
You must have Supervisor or Administrator privileges on your account.
Your institution (Tenant) must have an active CX Insights profile OR an active AI Transcription service.
Note: If both services are passive, the feature cannot be used.
3. Step-by-Step Instructions
Section 1: Accessing the Feature
Click on the AI Navigator menu in the Alotech interface.
Select the AI Analysis tab from the menu that opens.
Click on the AI Notifications button located to the left of the AI Dictionary button at the top of the screen.
Note: If you see the button as gray (disabled/unclickable), your tenant does not have an active CX Insights or AI Transcription profile.
Section 2: Defining a New Notification
In the management screen that opens, enter the word or phrase you want to be detected into the box titled Notification Phrase.
Restriction: You can enter a maximum of 50 characters.
Select how you want the notification to reach you:
Notification Bar: If this option is selected, an instant alert will appear in the notification bar on the current Dialer v2 Supervisor (SPV) screen when the word is detected.
Email Addresses: If this option is selected, the notification will be sent via email. Enter the email addresses to receive the notification in the field that opens.
To enter multiple addresses, press the
Enterkey or use a comma after each address.You can add up to 10 email addresses.
After completing the entries, save/add the definition.
Section 3: Managing and Tracking Notifications
All definitions you add are listed in the table at the bottom of the page. You can perform the following operations via this table:
Changing Status: To temporarily pause a notification, you can make it Passive by using the Status toggle button at the end of the row. Toggle it to Active to turn it back on.
Deleting: Click the Delete (Trash Can) icon at the end of the row to permanently remove a definition.
Checking Quotas: You can track your current usage from the counter at the bottom of the table (e.g., X/100). Only definitions in the Active state are deducted from the quota.
Section 4: Viewing Notifications
Notification Bar Notifications: You will see an alert on the Supervisor screen in the format
"[defined_phrase]" has been detected in an interaction.When you click on this notification, the Advanced Detail window for the relevant call or chat will open.Email Notifications: An email containing details about the relevant interaction will be sent to the email addresses you defined.
4. Tips and Best Practices
Limits: You can define a total of 100 active notification phrases. When you reach the limit (100/100), you cannot make a new entry; to add a new definition, you must delete an existing one or set it to passive.
Audit (Audit Log): All addition, deletion, and status change (active/passive) operations you perform are recorded under Audit Logs (Yönetici Hareketleri).
Tooltip Texts: You can get detailed information about the fields (e.g., character limits, address formats) by hovering over the (i) icons in the interface.