Safety and alerts shows you every moment your bot's safety rules stepped in, and tells the right people when it matters. You find it under Messaging > Safety and alerts.

What is logged

Each time a safety rule acts, Velaro saves one event with the time, the channel, a short reason, and a short excerpt of the conversation. You see these event types:

• Emergency: someone described an emergency and the bot sent them to emergency help.
• Possible emergency: the bot was not sure and asked the person to confirm.
• Setting change request: someone asked the bot to change a therapy or device setting. The bot sent them to their provider.
• Bot could not answer safely: the bot could not check its own answer, so it held back and handed the chat on.
• Answer blocked: a reply broke a safety rule and was stopped before the visitor saw it.
• Visitor report: a visitor reported a problem with an answer.
• Off-topic attempt: someone tried to steer the bot away from your business and the bot declined.

The top of the page shows how many events happened in the last 7 or 30 days, by type and by day. Below that, the events table lets you filter by type and by whether an event still needs review. Select Mark as reviewed once someone on your team has looked at it.

Safety and alerts is part of the Troubleshooting Knowledge add-on. Without it, the page shows how to add it. To add it, contact your Velaro account manager or email support@velaro.com.

Who gets alerts

Under Alert settings you choose:

1. Email addresses and phone numbers for text alerts. Add one per line. Use the full number with country code for text alerts, for example +15551234567.

2. Alert me right away for, which types of events send an alert the moment they happen. Emergencies are a good place to start.

3. Summary email, a daily or weekly rundown of everything that happened, or off.

4. Alert when events reach, a count and a time window. For example, 5 events within 60 minutes sends an alert even if none of them are on your right-away list. Set the count to 0 to turn this off.

Turn on Send safety alerts and select Save settings. Then select Send test alert. Everyone on your list should get a test message within a minute. If someone does not, check the address or number for typos.

What "off the rails" means

A bot is off the rails when it says something it should not: wrong instructions, advice outside your business, or a reply that could put a person at risk. Your bot's safety rules catch most of this before the visitor sees it, and each catch shows up here. A sudden jump in events, or any event where a visitor saw a bad answer, is worth a look right away.

How to ask for help

If you think your bot is giving bad answers, select We need help at the top of the page, describe what is happening, and send it. Our team is alerted right away and will contact you. Include what the visitor asked, what the bot said, and about when it happened.

Related

• Troubleshooting Knowledge Guide