Notifications
Get notified when an Automation rule tags 1 or more contacts.

About

Voice Insights allows you to receive notifications when an Automation rule tags 1 or more contacts. Notifications are aggregated per Automation rule and sent every 5-10 min. This is done to ensure our service doesn't spam your notification channel(s) if your contact center is processing a high volume of calls.

Creating an Integration

In order to receive notifications, you need to set up an integration for the specific notification channel. Currently we support Slack Incoming Webhoooks. To create an integration, follow the steps below:
  1. 1.
    Sign in to the NLX Voice Insights Dashboard at https://dashboard.voiceinsights.ai
  2. 2.
    In the top right corner, click on the dropdown and choose Account.
  3. 3.
    Scroll down to the Integrations section and fill out the form for the webhook by specifying the Name and Url.
  4. 4.
    Choose Create integration.
Make sure you enter a valid Slack Incoming Webhook. To create one, follow the official Slack documentation.

Enable Automation Notifications

Each Automation rule has a setting for notifications. If you already created an integration, you should be able to select the channel you want to be notified in. To link an integration to an Automation rule, follow the steps below:
  1. 1.
    Sign in to the NLX Voice Insights Dashboard at https://dashboard.voiceinsights.ai
  2. 2.
    In the main navigation bar, select the Automations tab.
  3. 3.
    Choose the Automation you want to receive notifications for.
  4. 4.
    Scroll down to the Slack notifications section and choose the integration you created in the previous steps.
  5. 5.
    Choose Update automation.
If you delete an integration, the Automations using that integration will not send out notifications anymore. To fix this, create a new integration and re-link it to the Automations that are broken.
Slack notifications will have aggregate counts for each automation that gets triggered. The color of the bar will depend on the Sentiment Override setting in your Automation rule.
Sample Slack Notifications
No Sentiment Override
Positive Sentiment Override
Negative Sentiment Override
Last modified 1yr ago