Configure Hot Alerts so managers and department leads are notified when an agent closes a conversation with a disposition your team has marked as important.

Before you start

To set up Hot Alerts on a campaign, you need:

An Admin role (or equivalent access to Campaign Builder and campaign Alerts settings)
The newer Alerts experience enabled for your account
At least one disposition available to add on the campaign (shown as SYSTEM or ACCOUNT scope)
Email and/or message templates ready if you want recipients to receive those delivery formats

Hot Alerts are separate from Follow Ups (customer follow-up outreach) and Pulse (AI-driven conversation monitoring alerts).

Definitions

These terms appear when you set up Hot Alerts:

Term	Meaning
Disposition	The outcome an agent selects when finishing a customer conversation. Hot Alerts are tied to specific dispositions on a campaign.
Hot Alert	A staff notification created when a configured disposition is used. In campaign setup, each Hot Alert is one disposition you have chosen to alert on.
Alert Type	A named category of alert (for example, a service or parts alert). One disposition can have one or more alert types, each with its own templates and recipients.
Recipient	A user who should receive the Hot Alert for a given alert type. You can control whether they receive email and/or ADF XML delivery.
Send as group email	A setting that sends one shared email to multiple recipients together (instead of separate emails), so recipients can reply-all.

Steps

Follow these steps to set up Hot Alerts on a campaign:

Open the campaign in Campaign Builder.
Open the Alerts tab.
Stay on (or open) the Hot Alerts sub-tab.
Select Add Hot Alert.
Choose an available disposition (shown as SYSTEM or ACCOUNT scope) and add it.
Expand the disposition row.
Select Add Hot Alert Type and choose an alert type.
For that alert type, choose templates as needed: ADF XML Email Template, HTML Email Template, and/or Message Template.
Select Add Recipient and add the people who should be notified.
For each recipient, turn on Receives ADF XML and/or Receives Email as appropriate.
Optionally turn on Send as group email if at least two email recipients exist on the same alert type.

Volie shows a warning on an alert type when it is incomplete (no recipients and/or no templates). Incomplete alert types will not function until those pieces are set.

You can also delete a single Hot Alert disposition configuration, delete an alert type, delete a recipient, or delete all Hot Alerts for the campaign.

What success looks like

When Hot Alerts setup is complete, each disposition you care about has at least one alert type with templates and recipients, and no warning icon remains on those alert types. If you don’t see Hot Alerts under Campaign Builder → Alerts, confirm the newer Alerts experience is enabled for your account and that you have permission to edit the campaign.

Limitations

Hot Alerts setup has these verified limits:

Hot Alerts configuration requires the newer Alerts experience to be enabled for the account. Without it, users see the older Hot Alerts / campaign alert setup experience instead.
An alert type with no recipients or no templates will not function (Volie shows an explicit warning).
Send as group email stays unavailable until at least two email recipients exist on the same alert type.
When you use parent/child campaign inheritance, Hot Alerts inherit as Campaign Alerts and depend on also inheriting campaign dispositions.

Common questions

Who can set up Hot Alerts on a campaign?

Admins (or users with access to edit the campaign in Campaign Builder) can set up Hot Alerts on the campaign’s Alerts → Hot Alerts tab when the newer Alerts experience is enabled.

Why does an alert type show a warning icon?

An alert type shows a warning icon when it has no recipients and/or no templates set. That alert type will not function until you add at least one recipient and the templates you need for delivery.

Why can’t I turn on Send as group email?

Send as group email stays unavailable until at least two email recipients exist on the same Hot Alert type. Add a second email recipient on that alert type, then turn the setting on.

How are Hot Alerts different from Follow Ups and Pulse?

Hot Alerts notify your team when an agent selects a disposition you marked as important (email, ADF, and/or staff message). They do not send a confirmation text to the customer.

Follow Ups are customer outreach. To automatically text the customer when a disposition is selected in a text conversation, use Follow Ups → Message Follow Ups and choose a Message Template. That is not configured on Alerts → Hot Alerts.

Pulse alerts are driven by conversation analysis / monitoring rules. All three can appear as tabs under the shared Alerts area when the newer Alerts experience is enabled.

Does Appointment Scheduled send a confirmation text to the customer?

No. Selecting Appointment Scheduled records the appointment. A Hot Alert on that disposition emails your staff. To text the customer a confirmation, set up Follow Ups → Message Follow Ups for that disposition.

How to review and resend Hot Alerts

How to set up Hot Alerts on a campaign