> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/conversation-intelligence/conversation-intelligence-en/set-up-notifications.md).

# Set up notifications

Notifications automatically keep you informed as soon as something in your conversations requires your attention, via email, Slack or Microsoft Teams.

## How do notifications work?

You do not need to search the Data Hub regularly. You define one or more conditions, for example based on your [Custom Fields](broken://pages/d0e599b47878e775ed195c8f13103f4820de57f8), the intent, the topics, or the conversation duration. If the condition is met, you receive a message via the selected delivery channel.

You can combine multiple conditions with **AND** (all must apply) or **OR** (at least one must apply). Optionally, you can restrict the notification to specific endpoints.

## What types of notifications are there?

* **Single notification:** You are informed as soon as a single call meets your condition, e.g. "Issue reported = Yes".
* **Threshold notification:** You are informed as soon as a pattern becomes frequent, e.g. "more than 20% of conversations per day concern the topic billing".

For thresholds, you define three things:

{% stepper %}
{% step %}

### Base and condition

* **Count:** You will be informed when **more than** a certain number of conversations meet the condition.
* **Percentage share:** You will be informed when **more than** or **less than** a certain percentage of conversations meet the condition.
  {% endstep %}

{% step %}

### Value

For "Count", an integer; for "Share", a percentage between 0 and 100.
{% endstep %}

{% step %}

### Period

The last hour, the last 24 hours, or the last 7 days.
{% endstep %}
{% endstepper %}

The evaluation is done over a rolling period. With each new call, the condition for the previous period is checked. Calls in which the selected field is not filled in are not taken into account.

For a percentage share, evaluation starts only from **at least 3 conversations** in the period so that individual calls at low volume do not trigger a false alarm.

## How do I set up a notification?

{% stepper %}
{% step %}

### Open notifications

Go to **Conversation Intelligence → Notifications** and click **+ Add**.
{% endstep %}

{% step %}

### Set name and description

Give it a meaningful name and optionally a description. The description appears in the notification.
{% endstep %}

{% step %}

### Define conditions

Define one or more conditions and, if needed, link them with AND or OR. For selection fields, you can choose the values from a dropdown.
{% endstep %}

{% step %}

### Optionally restrict endpoints

Optionally restrict the notification to specific endpoints. If none are selected, it applies to all endpoints.
{% endstep %}

{% step %}

### Optionally set threshold

Optionally define a threshold (base, value, period).
{% endstep %}

{% step %}

### Choose delivery

Choose the delivery method: email (with recipient address), Slack, or Microsoft Teams.
{% endstep %}

{% step %}

### Enable notification

Enable the notification and click **Save**.
{% endstep %}
{% endstepper %}

You can edit existing notifications at any time, including the delivery channel. For example, you can switch a notification from Slack to email and vice versa.

## What is included in a notification?

### Single notification

* Notification name and description
* Time of the call
* Endpoint (with resolved name) and direction
* Intent and topics
* Conversation summary (Slack and Microsoft Teams)
* Direct link to the call
* Mute link

### Threshold notification

Applies to email, Slack, and Microsoft Teams:

* Notification name and description
* Your condition in plain text
* Period and threshold
* Measured value, e.g. "25% (5 / 20 calls)"
* Link to the affected calls
* Mute link

This way you not only see that a signal was triggered, but also what data it is based on.

## How do I connect Slack?

For delivery, select Slack and click connect to Slack. You will be redirected to Slack, where you select your workspace and channel and confirm the permission. Afterwards, you will see the workspace and channel in the settings.

There is exactly one Slack connection per account, and therefore one Slack channel. You can use this connection for multiple notifications or replace it. If the connection was revoked in Slack, simply reconnect Slack.

## How do I connect Microsoft Teams?

For Teams, enter the webhook URL of a Teams channel. There is exactly one Teams connection per account, and therefore one channel. You can use this connection for multiple notifications or replace it. If the webhook is deleted or disabled in Teams, the connection is marked invalid and you enter a new URL.

## How do I mute notifications?

If you are already aware of an issue, you do not need to be alerted further. In every notification, whether email, Slack, or Teams, the button or link **Mute** opens a dialog in the application. There you specify how long the notification should be paused, or mute it permanently:

* Triggers within the selected period are discarded and not sent later.
* After the period ends, you will be notified again without any further action on your part.
* You can cancel a mute at any time.

## Good to know

{% hint style="info" %}

* You are only notified when your condition is met. For thresholds, after one trigger you will not receive another message until the situation has normalized again. This helps prevent alert fatigue.
* Notifications are delivered shortly after the conversation. Calls that are processed significantly later (after more than an hour) no longer trigger a notification.
* A failed delivery is not retried. This helps us avoid duplicate messages.
* Notifications contain content from conversations (e.g. summaries) and therefore potentially personal data. Choose email recipients, Slack channels, and Teams channels carefully.
* Notifications are intended for observing patterns in your business, not for evaluating individual employees (see [Privacy](broken://pages/bacaa8e3c8903d5824ef9f1f0e7237634af5cda7)).
  {% endhint %}


---

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