Reading the alerts
When an alert arrives in Telegram, here's what each type means and what to do.
💀 Hard fail
A hard-fail rule was broken — the call is failed regardless of its score. This is the most serious alert.
Examples: missing a mandatory disclosure, an insult, a legal threat, refusing to serve.
What to do: open the call immediately. This is a compliance or behavior problem that needs urgent attention — often a coach or manager should review it the same day.
📉 Low score
The call scored below your threshold. Not an automatic fail, but a signal the call went poorly.
What to do: open the call and read the violations + coaching insight. Add it to the agent's coaching queue.
What's in an alert
Each alert includes:
- Call number (e.g.
#70812). - Agent name.
- Score.
- A link to open the full analysis.
Treat hard-fail alerts as incidents (review today) and low-score alerts as coaching tasks (review this week). Different urgency, different response.