Find Hot Alerts that fired, preview what recipients received, and resend a notification when someone needs another copy.
Before you start
Before you review and resend Hot Alerts:
Hot Alerts must already be set up on the campaign (see How to set up Hot Alerts on a campaign)
You need access to the Alerts area (or the older Hot Alerts menu if the newer Alerts experience is not enabled)
The newer Alerts experience should be enabled for your account to use the shared Alerts management screen
Definitions
These terms appear when you review Hot Alerts:
Term | Meaning |
Hot Alert | A staff notification created when an agent selects a disposition that has Hot Alerts configured on the campaign. |
Alerts | The management screen where you can search, open, preview, and resend Hot Alerts, Follow Ups, and Pulse alerts. |
Send as group email | On resend (and in setup), a setting that sends one shared email to multiple recipients so they can reply-all. |
Steps
What happens when a Hot Alert fires
When a Hot Alert fires during a customer conversation:
An agent completes a call, email, or message conversation on a campaign that has Hot Alerts configured.
The agent selects a disposition that has a Hot Alert configured.
Volie creates Hot Alert(s) for each configured alert type and delivery format that has a template and matching recipients.
Depending on account settings, the alert may send automatically or start in a Pending status.
For call-based Hot Alerts that send automatically, Volie may wait until call processing finishes so call details and notes can be included before the alert is sent.
Review and resend Hot Alerts
Follow these steps to review and resend Hot Alerts:
Open Alerts from the main menu (when the newer Alerts experience is enabled).
Open the Hot Alerts tab.
Search and filter by agent, campaign, organization, dates, alert type, status, customer details, and related fields.
Open an alert to see overview details and alert information.
Preview what a recipient received.
Use Resend to send again to selected recipients (and optionally use Send as group email for email alerts).
If the newer Alerts experience is not enabled for your account, open Hot Alerts from the main menu (older experience) instead.
Tips
When you use Hot Alerts day to day, these tips help:
Add multiple alert types under one disposition when different teams (for example, service and parts) need different templates and recipient lists from the same outcome.
Use Send as group email when a group should reply-all in one thread (setup requires at least two email recipients on that alert type).
Filter by status such as Pending or Not Sent when you are auditing a missed notification.
What success looks like
When you finish reviewing a Hot Alert, you can open the alert under Alerts → Hot Alerts, see overview details, preview delivery, and use Resend if needed. If you don’t see the alert, check your filters (campaign, date range, status) and confirm Hot Alerts were configured for that disposition on the campaign.
Limitations
Hot Alerts review has these verified limits:
The shared Alerts management screen (with Hot Alerts, Follow Ups, and Pulse tabs) requires the newer Alerts experience to be enabled for the account.
Incomplete alert types (no recipients and/or no templates) will not create working notifications even if the disposition is selected.
Common questions
Why didn’t anyone get a Hot Alert?
Common causes include: the disposition is not added under Hot Alerts on the campaign; the alert type has no recipients or no templates; recipients do not have Receives Email / Receives ADF XML turned on; or the newer Alerts experience is not enabled for the account. Also check Alerts → Hot Alerts for a record with status Pending, Not Sent, or zero recipients.
Can I resend a Hot Alert?
Yes. Open the alert under Alerts → Hot Alerts, then use Resend and choose the recipients who should receive it again. For email alerts, you can optionally use Send as group email when resending.
How are Hot Alerts different from Follow Ups?
Hot Alerts notify staff about an important disposition outcome. Follow Ups are a separate alert purpose used for customer follow-up outreach. They appear on different tabs under Alerts.
How are Hot Alerts different from Pulse?
Pulse alerts are driven by conversation analysis / monitoring rules. Hot Alerts are driven by dispositions you configure on the campaign.
Related articles
How to set up Hot Alerts on a campaign