Alerts

Overview

The Alerts system lets you define conditions that trigger notifications when conversation analytics match specific criteria. For example, you can get alerted when a quality score drops below a threshold, when compliance issues are detected, or when sentiment is negative.

The Alerts page has three tabs: Alert Rules, Preset Gallery, and Alert Events.

Alert Rules

Client Admin Supervisor (read-only)

Alert Rules define the conditions that trigger alerts.

Creating a Rule

1. Navigate to Alerts in the sidebar.
2. Click Create Rule.
3. Fill in the rule details:
   • Name — descriptive name (e.g., “Low Quality Alert”)
   • Category — Quality, Compliance, Sentiment, Sales, or Custom
   • Severity — Info, Warning, or Critical
   • Conditions — define conditions using the visual rule builder (JSONLogic)
   • Notification channels — where to send alerts (in-app, email, Telegram, webhook)
   • Throttle (seconds) — caps how often the rule sends a new notification. 0 means never throttled. A non-zero value allows at most one notification per rule within that window; every matching conversation is still recorded as an alert event regardless — throttling only skips the outbound notification while a previous one is still within the window. New rules default to 3600 seconds (one notification per hour); critical-severity presets default to 0 (never throttled), since a compliance or policy breach must not be silently rate-limited.
   • Project scope — which projects this rule applies to
4. Optionally check Apply to existing records to run the rule against previously analyzed conversations (backfill).
5. Click Save.

If a condition references a field the analysis doesn’t produce, Aelo rejects the rule when you save it and lists which field(s) are invalid — this applies both when creating a new rule and when editing an existing one, so a rule can’t be saved in a state where it would silently never fire.

Condition Builder

The condition builder uses a visual interface for defining rules without code:

• Select a field (e.g., qualityScore, sentiment, saleProbability)
• Choose an operator (equals, greater than, less than, contains, etc.)
• Set a value (e.g., score < 40)
• Combine conditions with AND / OR logic

Example conditions:

• Quality score below 50
• Sentiment is negative AND sale probability below 30%
• Compliance flag: recording disclaimer missing

Managing Rules

• Enable/Disable — toggle rules on or off without deleting them
• Edit — modify conditions, severity, or channels
• Delete — permanently remove a rule

Preset Gallery

Client Admin

The Preset Gallery offers pre-built alert rule templates organized by category:

Category	Example Presets
Quality	Low score alert, score drop detection
Compliance	Missing recording disclaimer, profanity detected
Sentiment	Negative customer sentiment, agent rudeness
Sales	Low sale probability, missed closing opportunity

To use a preset:

1. Go to the Preset Gallery tab.
2. Browse or search for a relevant preset.
3. Click Use Preset.
4. Customize the rule as needed (thresholds, channels, projects).
5. Save.

Alert Events

Client Admin Supervisor

The Alert Events tab shows a chronological history of all triggered alerts.

Each event displays:

• Rule name that triggered
• Severity badge (Info / Warning / Critical)
• Record that triggered the alert (clickable link)
• Timestamp of when the alert fired
• Delivery status — whether notifications were sent successfully

Filtering events:

• By severity
• By rule name
• By date range
• By project

Retry: If a notification delivery failed, you can retry sending from the event detail.

Notification Channels

Alerts can be delivered through multiple channels:

Channel	Description
In-app	Notification bell in the Aelo header
Email	Email to specified addresses
Telegram	Message via Telegram bot
Webhook	HTTP POST to a custom URL

Configure notification channels in Settings > Notifications.

Team Alert Channels

Client Admin

Besides the personal channels above, each project also has its own team alert delivery configuration — a shared destination for alerts that isn’t tied to any individual’s subscriptions. Find it under Project Settings → Alert delivery.

Supported channels:

Channel	Description
Telegram	Message via a Telegram bot
Webhook	HTTP POST to a custom URL
Bitrix24 chat	Message to a Bitrix24 chat (embedded installs)
In-app	Notification bell in the Aelo header

Each configured channel has its own Test button to verify delivery once it’s saved.

Minimum severity

Team alert channels only fire above a configurable minimum severity — Low, Medium, High, or Critical — set independently from the personal Alert Rule severities (Info/Warning/Critical) and from anyone’s individual notification subscriptions. It defaults to High, so out of the box the team channels only receive High and Critical alerts.

Only users who can edit the project’s settings can view or change this configuration.

Backfill

When creating a new rule, the Apply to existing records checkbox runs the rule against all previously analyzed records in the selected projects. This is useful when you want to retroactively check past conversations against a new criterion.

Backfill runs in the background and may take time for large datasets.

Access by Role

Feature	Client	Admin	Supervisor	Agent
Create/edit rules	✅	✅	❌	❌
Delete rules	✅	✅	❌	❌
View rules	✅	✅	✅	❌
Use presets	✅	✅	❌	❌
View events	✅	✅	✅ (project-scoped)	❌
Retry notifications	✅	✅	❌	❌

Tips & Best Practices

• Start with presets — they cover common scenarios and can be customized.
• Use severity levels wisely: Critical for compliance violations, Warning for quality drops, Info for informational patterns.
• Combine multiple conditions with AND/OR for precise alerting.
• Set up at least one compliance rule to catch recording disclaimer issues early.
• Use email + in-app channels for critical alerts to ensure visibility.
• Review Alert Events weekly to tune rules — too many alerts cause alert fatigue.