AI Interaction Alerts let you stay ahead of critical interactions by sending real-time notifications whenever conversations meet certain conditions. Instead of manually checking transcripts, you’ll be automatically alerted when the system detects issues or events you’ve defined, from compliance risks to urgent customer needs.
Behind the scenes, Talkative sends transcripts to a Large Language Model (LLM) for analysis every 30 seconds. The model used is GPT-5. If matched found, a notification is generated immediately (email or in-app, depending on your settings).
⚙️ Setting Up AI Alerts
Step 1: Open AI Interaction Alerts
Go to Settings and search for AI Interaction Alerts.
Click Create AI Interaction Alert.
Step 2: Complete Config Form
General Configuration:
- Label → Give your alert a clear name (e.g., Customer Cancellation Alert).
- Queues → Choose which queues this alert should monitor. You can select multiple queues.
Alert Triggers:
- Define the condition that should activate the alert (e.g., “The customer mentions cancelling” or “The agent is being rude to the customer”).
- Assign an Alert Level (e.g., Success, Warning, Critical). This helps you prioritise alerts when reviewing them.
- Click Add new trigger if you want multiple conditions.
Alert Notifications:
Choose how you want to be notified when the trigger condition is met:
- SMS
- Push notification (in-app)
→ Save your alert.
Notification Received
Once saved, transcripts in your selected queues are checked every 30 seconds. When a trigger condition is met, you’ll receive an alert via the notification methods you enabled (SMS, email, and/or push), and the interaction will be highlighted in monitoring for quick review.
Not seeing alerts? Check that AI capabilities and AI tokens are enabled on your account. Contact support if issue persists.