Alerts | Hams AI Docs

An alert watches one agent’s calls and notifies you when a pattern you care about appears: a spike in failed calls, ratings sliding, an integration breaking.

Without alerts, somebody has to open the dashboard and notice. Alerts invert that. The platform watches continuously and reaches out only when a threshold you set is crossed. Every rule is re-checked once a minute, so a real incident surfaces in minutes rather than whenever someone next happens to look.

Every alert is five choices.

Choice	What you decide
Which agent	Each alert watches exactly one agent
What to watch	One or more conditions, such as the call was not successful. With several, all must be true
How much	A count (at least 10 matching calls) or a percentage (at least 20% of calls)
Over what time	A rolling window of 15 minutes, 1 hour, 6 hours or 24 hours
Who to notify	Email and/or webhook, labelled Info, Warning or Critical

Alerts live inside the agent, in the right-hand configuration panel between Post-call Analyses and Webhook.

When to use one

Alerts are for things somebody needs to act on today. Anything you only review weekly belongs on a dashboard instead.

Good reasons to create one

Something might break silently. A failing integration or a misconfigured number can run for hours before anyone notices.
A campaign is live. During an outbound push, a dialer problem costs money by the minute.
Quality has a floor. If a contract promises a standard, an alert tells you before the customer does.
You just changed something. After a prompt or tool change, a temporary alert is a safety net.

Poor reasons

Curiosity. “How many calls today?” is a dashboard question.
Trends. Slow drift over weeks will not cross a rolling 24-hour window cleanly.
Rare events nobody can act on. If nobody will do anything at 2 a.m., do not page anybody at 2 a.m.
Everything at once. With only three rules available, each one has to earn its place.

The test before you create one: if this fires at 3 p.m. on a Tuesday, what does the person receiving it actually do in the next hour? If there is no clear answer, it is a report, not an alert.

Creating an alert

Open the agent, expand Alerts, then Create Alert. The whole form is one screen.

The Create Alert dialog, showing alert name, description, severity, a trigger condition and a count threshold over a time window. — Creating an alert. The line under the threshold restates the rule in plain English.

1. Name it so a stranger understands it. The name becomes the email subject line. Failed calls spike, Riyadh support is useful at 7 a.m.; Alert 2 is not. Use the description to tell your team what to do about it.

2. Pick a severity. Severity is a label for the humans reading the alert. It appears in the email subject and in the webhook payload, and it does not change how or where the alert is delivered.

Severity	Means
Info	Worth knowing. Review when convenient
Warning	Something is drifting. Look at it today
Critical	Customer impact happening now. Act at once

3. Build the condition. Choose a field, an operator and a value, for example Call successful · Is · False. Add more conditions to narrow it, remembering they must all be true together.

4. Set the threshold and window. Switch between Count and Percentage, then set the number and the time window. Read back the sentence underneath before saving, it restates your rule in plain English.

5. Choose where it goes. Tick Email and enter comma-separated addresses, and/or tick Webhook to post to the agent’s configured webhook. At least one channel is required. Slack is shown as Soon and is not available yet.

Count or percentage

Use	When	Example
Count	Volume is steady, or any occurrence is already too many	10 failed calls in 1 hour
Percentage	Volume swings a lot, or you care about the share rather than the raw number	20% of calls rated 2 or lower, minimum 5 calls, over 6 hours

Percentage mode always carries a minimum call count. Without it, one bad call out of one reads as 100%.

What you can watch

Eighteen signals from each completed call are available as conditions.

Group	Signals	Typically used for
Outcome	Call successful, call status, end reason	Failures, outages, calls ending the wrong way
Customer experience	Call rating (0–5), rating comment, user sentiment	Satisfaction dropping, written complaints
Call shape	Duration, message count, function-call count	Dead-air calls, agents looping or stuck
Tools & integrations	Tools invoked, tool status	A specific integration failing, or any tool failing
Telephony	Call type, from number, to number	Inbound versus outbound, one problem number
Geography	Country, city	Region-specific problems
Campaign	Outbound lead status	Contact rates, list quality
Content	Call summary text	Emerging themes: refunds, cancellations, complaints

Only completed calls are counted. A call joins the count when it ends, so an alert for calls longer than ten minutes fires after those calls finish, not while they are running.

Alerts you can copy

Alert	Set it to	Catches
Failed-call spike	≥ 10 unsuccessful calls in 1 hour	A broken agent or an outage
High failure rate	≥ 20% unsuccessful, minimum 10 calls, 6 hours	A quality slide at low volume
Bad ratings spike	≥ 20% rated ≤ 2, minimum 5 calls, 6 hours	Satisfaction falling
Negative sentiment	≥ 30% negative, minimum 10 calls, 6 hours	Tone and experience problems
Outbound not connecting	≥ 20 unanswered outbound calls in 15 minutes	Dialer or number problems mid-campaign
Dead calls	≥ 5 calls under 5 seconds in 1 hour	Drop-offs and connection faults
Integration down	≥ 3 calls where a tool errored in 1 hour	A failing booking or CRM API
Refund mentions	≥ 10 summaries containing “refund” in 24 hours	Emerging billing issues

What happens when an alert fires

The firing is recorded. Every firing stores the exact time window, how many calls matched, and up to 10 example calls, so you can go straight to the evidence.

Notifications go out. Email arrives from no-reply@hams.ai with the subject [WARNING] Alert: <your alert name>. Webhooks receive a signed alert_triggered payload at the agent’s endpoint, and failed deliveries are retried automatically.

The rule goes quiet for a while. After firing, a rule enters a cooldown so one ongoing problem does not flood your inbox. By default the cooldown equals the alert’s own time window, so a one-hour alert notifies at most once per hour. It resumes watching automatically.

Why an alert may not fire when you expect

It is still in cooldown from a previous firing.
The matching calls had not ended when the check ran.
Conditions combine with and, so one extra condition can make the rule impossible to match.
In percentage mode, the minimum call count was not reached.
The alert is switched off.

Limits

Limit	Detail
3 alerts per workspace	The most important constraint. Delete alerts that have stopped earning attention
1 agent per alert	Watching the same thing on two agents takes two alerts, and two of your three
Conditions combine with and	There is no or. To cover two separate situations, use two alerts
Four time windows	15 minutes, 1 hour, 6 hours, 24 hours
Up to 20 email recipients	Prefer a team distribution list over individual names
Slack not yet available	Shown in the interface as Soon. Email and webhook only for now

Habits that keep alerts useful

Start loose, then tighten. Set the threshold slightly high and lower it only if you find you missed something real. An alert that cries wolf is ignored within a week.
Send to a team, not a person. People take leave; distribution lists do not.
Put the response in the description. The person woken by the alert may not be the person who created it.
Review monthly. An alert that never fired is probably set too high. One that fires constantly is too low, and everyone has already muted it.

A sensible first three: one Critical failure alert, one Warning quality alert, and one covering whatever is currently live or recently changed. Adjust once you see how often each fires.