Alert Filters: Choose Which Chats, Tickets and Calls Alert You

Status

Alert filters are rolling out in the web messenger and the Velaro Agent mobile app. Until your account has them, you get alerts the way you always have. Nothing changes for you until you turn a filter on.

How alert filtering works

Every alert is checked against three separate settings. An alert fires only if all three match. Changing one setting never changes the others.

• Channel is where the conversation came from: Web chat, SMS, WhatsApp, Apple Messages, Email, or a Phone/IVR bot conversation.
• Handling is who has it right now. You can pick more than one: Mine, Unassigned (the Incoming queue), Bot-handled, and Teammates'.
• Kind is what sort of record it is: Conversations, Tickets, Calls, or Visitors.

Examples

• Channel: SMS and WhatsApp. Handling: Mine. Kind: Conversations. You are alerted only when an SMS or WhatsApp conversation assigned to you has activity.
• Channel: all. Handling: Mine and Bot-handled, not Incoming. You hear about your own chats and chats the bot is working, but not every new chat landing in the queue.
• Channel: all. Handling: Unassigned. Kind: Conversations. A queue watcher sees every new chat nobody has picked up yet.
• Kind: Tickets only. You get ticket alerts and no chat alerts.

Where kinds and channels overlap

Email can arrive as a ticket or as a conversation, depending on your setup. Choosing the Email channel covers both. Choosing the Tickets kind gives you tickets from any source, including email.

Tickets only is a kind filter. It is not a channel.

Calls are inbound calls ringing an agent through Zoom Phone, Microsoft Teams Phone or the softphone. A ringing call can show a screen pop with the caller's CRM contact details.

Phone/IVR is a channel. It is a chat with the bot that arrives by voice. It is a conversation, not a Calls alert.

Defaults

New and existing agents start with every channel, every handling option your role already alerted on, and every kind selected. This matches your alerts from before filters existed.

Web and mobile work the same

The same three settings appear in the web messenger and the mobile app. Change them in either place and the other follows, because they are saved to your profile.

Changing your filters

Open your notification settings in the web messenger, or Alert Preferences in the mobile app, and pick values for Channel, Handling and Kind. You can also ask Moshky, for example "Alert me only for my own SMS chats." Moshky and the Velaro MCP server change your own settings through notifications_get and notifications_set. The command line uses velaro notifications.

If an alert did not fire

Check all three settings. The usual cause is that one axis excludes it, for example Handling is set to Mine and the chat is still in the Incoming queue. Alert tones and the Teams or Slack channel alerts are separate settings and are not affected by these filters.