Alert Settings gives you the ability to manage email and text alert settings for your team in Conversica's dashboard. Alert Settings can be modified by subject or user. This allows you easily to control how users receive alerts from your assistant.
User Permissions Needed
Users with Manager or Admin permissions can change alert settings within their own profiles and for other users. If you do not have these permissions, ask your Admin to update your settings or Contact Support for assistance.
Opt-in/Opt-out Permissions
- Users with Manager and Admin profiles can be opt-in or out of all alert types.
- Users with profiles based on Admin roles can opt-in or out users of any type for all alert types.
- Users with Rep Profiles:
- Can not opt-out by themselves from actionable responses (Hot, Lead at Risk, and Lead to Review) or the Daily Digests. We've ensured the assigned representative will always receive actionable response alerts.
- Can opt-in or out to all other alert types by themselves.
Alert Methods
Conversica offers three methods to send alerts. Each delivery method is available to all users.
| Alert | Description |
| Individual lead response or general alerts sent via email to the email address in the user's profile. | |
| SMS | Individual lead response or general alerts sent via text to the mobile number in the user's profile. |
| Daily Digest | Daily email summaries listing the prior day's Hot Leads, Leads at Risk, and Leads to Review. |
Conversica Alert Types
Below is a complete list of Conversica alert types that any user who works or manages those who work leads may receive from the Conversica Revenue Digital Assistant™.
| Lead Status Alerts: Notifies you when the assistant has assigned a status to a lead | |
| Hot Lead* | Lead has expressed interest and is ready for contact |
| Lead at Risk* | Lead was hot and has indicated they were not contacted by the Rep |
| Lead to Review* | Lead response needs to be reviewed by the Rep (e.g., lead has asked a specific question or made a request) |
| Further Action** | Lead was hot has indicated they require further assistance |
| Disqualified* | Lead is no longer interested or is the wrong contact |
| Assistant Insight Alerts: Alerts you to information found in the lead's response | |
| Continue Messaging* | Lead that the assistant will continue messaging, but lead is not yet hot |
| Messaging Complete | Lead was hot and has indicated they spoke with a rep |
| Do Not Contact* | Lead requested to not receive any communication from your organization |
| Stopped Messaging | Lead says they are not interested or have already talked to a rep |
| Check Back Later | Lead responded with interest in being contacted at a quantifiable time in the future |
| Out of Office | Lead responded with an automated out-of-office reply including a quantifiable day when the lead will be available |
| General Alerts: The assistant notifies you about general events | |
| New Leads | A new lead has been assigned to a Rep |
| Rep Reassignment | A lead has been reassigned to a different Rep |
| Replied as Assistant | When a user has replied as the assistant to a lead |
| Reply as Assistant - Lead Response* | When a lead responds to a Replied as Assistant message from a user |
| Weekly Team Performance *** | Weekly sales Rep report (delivered on Wednesday mornings) you can leverage to identify trends in your team's performance. Includes New Leads, Leads Worked, Hot Leads and Leads at Risk metrics for each representative. |
* default alerts
** default alert currently used by Revenue Digital Assistant for Automotive Sales customers
** alert type is only sent to those with a Manager or Admin role
Default Alerts
Default alerts are alert types recommended by Conversica. These alert types ensure that each user can stay in the loop with their assistant's conversations and lead activity. New users are automatically set to opt-in for default alerts.
Configure Alerts by Alert Type
When to Use:
When you first set up your alert preferences to ensure all Reps and Managers receive the same alerts.
How to Get There:
- Navigate to Settings > Alerts
- Select the alert subject and click Settings
- Select the user type (Rep, Manager, etc.) from the drop-down menu
- Select or deselect which users will receive this type of alert
- Click Save
Configure Alert Settings by User
When to Use:
How to Get There:
- Navigate to Settings > Users, Profiles & Teams
- Select a user and click Edit. The Edit User window will appear
- Click Alert Settings
- Expand Lead Status Alerts, Assistant Insight Alerts or General Alerts and edit the email and mobile alerts for your users as well as the Daily Digest
- If the user is a Manager or Admin you can choose the alerts they receive as well as for which users by making selections under Receive Alerts for Users You Manage
Note: Click Revert to Default to restore the default alert settings for the user
- Click Save.
SMS Box Eligibility
The option to select or deselect SMS alert delivery when customizing alert settings is dependent upon a user being opt-in to SMS alerts. If the user was not opt-in for SMS alerts, the SMS box will not be viewable when customizing alerts.
FAQs
Q: A user is not receiving alerts from our RDA, how can we troubleshoot?
A: Here are the troubleshooting steps you can try before contacting support:
- Confirm Contact Information: Login to Conversica's dashboard and navigate to Settings > Users, Profiles & Teams to confirm the email and/or mobile number in the user's profile is correct. If their contact information needs to be updated, refer to Editing User Profiles.
- Check Spam Folder: Have the user log into their email inbox and check their Spam folder to see if it contains any response alerts from Conversica. If so, refer to your email provider’s whitelisting instructions to prevent Conversica email alerts from being filtered to Spam.
-
Check Rep Assignment: Verify the lead is assigned to the rep in the dashboard. The rep will not receive alerts if the lead is not assigned to them.
If the lead is assigned to the rep in your integrated system, but it is not assigned to the same rep in the dashboard, refer to How to Troubleshoot Lead Assignment Issues for more information.
- Confirm Alert Settings: Go to Settings > Users, Profiles & Teams to review the rep’s alert settings. Verify the alert delivery method. For example, were they expecting a text alert, but they have only opted into email alerts? Verify the alert type. For example, were they expecting an alert when a new lead was assigned, but they are not opted in to receive New Lead alerts?
If you have tried these troubleshooting tips and the rep is still not receiving alerts, contact Support.
Q: Can a user opt out of Hot Leads?
A: No, Rep users are not able to be opt out of Hot Lead, Further Action, Lead to Review or Daily Digest emails. However, Managers and Admins can be opt out of all alerts if needed.
Q: What alerts does a manager receive when they are copied on alerts to all sales?
A: When a manager or admin is copied on alerts, they will only be copied on the alert types that they have selected to receive in their alert settings. For example, if a manager is not opt-in to Stopped Messaging alerts, they will not be copied on alerts if a rep is opt-in to receive Stopped Messaging alerts.
Q: How do I have my alerts sent to a new email or mobile number?
A: Users with Manager or Admin permissions can edit user profiles to change the email or mobile number fields. If you do not have these permissions, ask your Admin to update your alert settings or Contact Support for assistance.
- Navigate to Settings > Users, Profiles, Teams.
- Locate the user in the All Users table and click on their name.
- Edit the user's Basic Settings information:
- Email: Enter the email address where you want the user to receive email alerts
- Phone Number: Enter the mobile number where you want the user to receive mobile alerts
- Click Save.
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