Slack or Teams notices

Caller can post a notice in a Slack or Microsoft Teams channel each time a call fails a mandatory criterion. This way a supervisor finds out within minutes that someone did not read out a legal disclosure or did not verify an identity, without having to go in and look.

No coding is needed: you only paste an address.

When a notice is sent

A notice is sent when the analysis of a call finishes and one of its criteria marked as mandatory earns less than half of its points. Calls that meet all their mandatory criteria produce no message, however low their score.

If a template has no mandatory criteria, its calls never send a notice.

What the message says

The criterion that failed, the title of the call, the agent, the score and a link to open the call:

Mandatory criterion not met: “Identity verification”
Asks to cancel over the price and accepts a discount · Lucía Romero · score 76
Open the call

If a call fails several mandatory criteria, the message names the first one. The text is in Spanish or in English, depending on the language of the account.

Set it up

First you need the address of an incoming webhook for the channel that will receive the notices.

Slack
Microsoft Teams

In Slack, open Apps and search for Incoming Webhooks.
Add it to the channel where you want to receive the notices.
Copy the address it gives you. It starts with https://hooks.slack.com/services/.

Then, in Caller:

Go to Integrations and, under Notices, click Set up on the Slack or Teams card.
Paste the address in Webhook address and save.

Caller can tell from the address whether it belongs to Slack or to Teams, and formats the message for each one. An address that belongs to neither is rejected: to send results to another system, use a webhook.

And the other way round: a Slack or Teams address does not work in the Webhooks card. What is sent there is the data of each call as JSON, which neither Slack nor Teams can show, and Caller does not accept it.

Try it

There is no need to wait for a call to fail a mandatory criterion. With the address saved, click Change on the Slack or Teams card and then Send a test notice. The channel gets a message that says it is a test, in the same format the real notices will have:

Test notice from Caller. This is how the message will arrive when a call does not meet a mandatory criterion.
Open Caller

Caller tells you how the address answered. An accepted request does not guarantee that the message was posted: Teams answers that it has received the request and posts afterwards, when it runs the workflow. Look at the channel. If nothing shows up in Teams, open the workflow in Workflows and check its run history, which says at which step it failed.

Change the channel or stop the notices

On the same card, click Change. Paste another address to move the notices to another channel, or click Remove to stop receiving them. There is only one channel per account.

If the notices do not arrive

Check that there are mandatory criteria. Open the template and make sure at least one criterion has It is mandatory checked.
Look at the card in Integrations. When notices are on, it says “Sending to Slack” or “Sending to Teams”, and how the last one went. If it does not, the address is not saved.
Send a test notice. It is the quickest way to know whether the channel gets the messages. See Try it.
Create the address again. If someone deleted the webhook in Slack or the workflow in Teams, the old address stops working.

A notice is sent only once. If Slack or Teams does not respond at that moment, it is not sent again. The call is still in the To review queue in the app.