Overview
Team Alerts send automatic email notifications to your team when important events happen, such as a new lead arriving, a call resulting in a booking, or a conversation being escalated. You can configure alerts separately for each channel your team uses.Before you start
- You need access to the Avoca dashboard with admin or manager permissions.
- Navigate to Configure → Team Alerts in the sidebar.
Available alert channels
Alerts are organized by the channel where the event occurs. Each channel supports a specific set of alert types.| Channel | Available alerts |
|---|---|
| Outbound | Booked lead, Escalated conversation |
| Speed to Lead | New lead, Lead not contacted, Unbooked lead, Booked lead, Escalated conversation |
| Dropped Responder | New lead, Booked lead, Escalated conversation |
| Webchat | New lead, Booked lead, Escalated conversation |
| Google LSA | New lead, Booked lead, Escalated conversation |
| Yelp | New lead, Booked lead, Escalated conversation |
Channels that are not enabled for your team appear under an Unavailable Alerts section with an explanation of why they are not accessible.
Alert types
| Alert | When it triggers |
|---|---|
| Booked lead | A lead is booked through a messaging conversation. |
| Escalated conversation | A conversation is escalated and needs human attention. |
| New lead | A new lead arrives through the channel. |
| Lead not contacted | A lead has not been contacted within 10 minutes of arriving. |
| Unbooked lead | A lead was contacted but has not been booked. |
Enable an alert
Find the alert
On the Team Alerts page, locate the channel section (for example, Speed to Lead) and find the specific alert type you want to enable.
Toggle the alert on
Click the toggle switch next to the alert name. When you enable an alert for the first time, Avoca automatically pre-selects default recipients and filters so the alert works immediately.
Edit alert settings
Click Edit on any enabled alert to open the configuration modal. The available options depend on the channel:- Transport — Currently supports Email.
- Workflows — (Outbound only) Select which workflows trigger this alert.
- Campaigns — (Outbound only) Select which campaigns trigger this alert.
- Lead Sources — (Speed to Lead only) Select which lead sources trigger this alert.
- Service Areas — Choose which service areas this alert covers. For each area, select the team members who should receive the notification.