Key takeaways
- Not every alert deserves the same urgency. Some need to interrupt the person receiving them, others only need to be seen. The delivery mode is now chosen rule by rule.
- Notify in Raisetalk is the new mode: no email is sent, the alert is recorded and read on a dedicated page.
- Every alert that fires is kept, including those sent by email. The My alerts page shows the ones addressed to you, with the conversation, the advisor, the score and the reason.
- A badge in the menu shows how many alerts you have not read yet, and each row is marked as read in one click.
- What comes next is already under way: a single email gathering the alerts of the period, for those who would rather have the summary come to them than open a page.
Not every alert calls for the same attention
A well-tuned alert rule is a valuable steering tool: it warns the right manager when a conversation goes off track, while there is still time to act. A churn risk, a missing legal disclosure, a complaint to handle within the hour: these situations deserve to interrupt whoever receives them, and email plays that part perfectly.
But not every rule serves that purpose. You also monitor trends, watch thresholds, and keep an eye on criteria you have just added and whose behaviour you want to observe. Those alerts call for no immediate reaction. They need to exist, to be available, and to be read when you choose, not when they fire.
Until now they all took the same road: email. A monitoring rule and an urgent rule produced the same kind of signal, with the same level of interruption. That distinction is what we have made explicit.
Two ways of being alerted
When you create a notification from the Automations menu, you now choose its type upfront, with two buttons rather than one.
Notify by email is the historical behaviour, unchanged: one email per alert and per recipient, with the subject and body you write, and your merge variables to slot in the conversation link, the advisor's name or the score.
Notify in Raisetalk sends no email at all. The alert is recorded, and the recipients find it on their My alerts page. There is therefore no subject and no message to write: this type of action serves monitoring, not communication.
Both can be combined in a single rule. Nothing prevents you from emailing the direct supervisor and sending a Raisetalk notification to the quality team, who will read it when they run their review.
My alerts: what fired, and for whom
An alert used to leave little trace: the message went out, and its fate then depended on the inbox. There was no way to answer "how many alerts did this rule produce last month", nor to find the one you skimmed through on a Thursday morning.
Every notification is now kept, whatever its delivery mode. The My alerts page lists them, most recent first, with the date it fired, the conversation involved and its direct link, the advisor and their team, the score, and the reason, that is the description of the rule that fired. A column shows how the alert was delivered, by email or inside the application.
That detail about the reason is worth a second of thought when naming your rules. The label shown is the description you typed: "Score below 70 on the Sales scorecard" reads at a glance, "Alert 3" much less so.
The scope of this page is personal, and that is an important difference from reports. A report shows you what your rights and your team perimeter allow you to see. My alerts shows what was addressed to you, personally, because you are a recipient of the rule. Two managers in the same team therefore see two different lists, each their own.
A badge, and one click to say it has been seen
The menu shows the number of alerts you have not read yet. Unread rows stand out in bold in the list, and a button at the end of each row marks them as read.
The read state is stored on your account: it follows you from one workstation to another, and it only concerns your copy of the alert. Marking yours as read changes nothing for the other recipients of the same rule, whose own copy stays pending.
It is deliberately a manual gesture. Opening the page does not clear the badge: an alert stays pending until you decide it has been handled, which lets the list act as a reminder rather than a mere history.
A monitoring rule that sends nothing. This is the most immediate use of the new mode. Create a rule on a criterion you want to follow without turning it into an emergency, as a Raisetalk notification. Nobody receives an email, the badge climbs quietly, and you open the list when you prepare your weekly review. You monitor without disturbing.
What it changes in practice
Email goes back to its proper role: flagging what deserves a pause. You therefore keep it for the rules you expect a reaction to within the day.
Everything else can move to a Raisetalk notification: vigilance thresholds, trends to watch, criteria still being tuned. The signal still exists, it no longer costs anyone's attention, and it is available when you choose.
This distinction echoes the one we described about tuning a quality scorecard: when you are trying out a new criterion, you want to see what it detects, not receive an email at every detection.
Next: the summary that comes to you
Opening a page requires remembering to do so. That works very well for a planned weekly review, less so for a manager who simply wants to know, every morning, what happened the day before.
The next step answers that need: a single email, at the frequency of your choice, gathering the alerts of the period in a table. The same content as the My alerts page, but coming to you rather than the other way round. It will be a scheduled send, configured separately, with its own frequency and its own recipients.
Since alerts are kept for twelve months, that summary will draw on a history already in place the day you switch it on. Including for the rules you have already configured: they record their alerts without you having to touch anything.
A question about setting up your alerts? Our teams are at your disposal.