How do I create or edit an alert rule?

Go to Alerts → Alert Rules and click to create a rule. Choose a Rule Type, set its thresholds, pick a Severity and Scope (all locations or one), and turn on Email Notifications to add the addresses that should be emailed when it fires. This is also where you set who receives alert emails — recipients live on the rule, not on your user profile.

Before you start:

  • Admin or owner role.
  • The email addresses that should receive alerts.

Steps

  1. Go to Alerts → Alert Rules and open the Create Alert Rule dialog.
  2. Pick a Rule Type:
    • Pattern Alert — alert on a call-quality pattern (e.g. Early Hangup).
    • High Frequency Caller — alert when the same number calls repeatedly (spam detection).
    • No Activity Alert — alert when an agent receives no calls during business hours.
  3. Enter a Rule Name and an optional Description.
  4. Set the thresholds for that type:
    • High Frequency Caller shows Spam Detection Thresholds: Max Calls from Same Number (default 10) and Within Minutes (default 60). It reads back as "Flag callers who make 10+ calls within 60 minutes." You can also turn on Auto-block confirmed spam (DND in CRM) here.
    • Other types show a Time Window (minutes) and threshold count. 📷 Screenshot coming soonCreate Alert Rule dialog with thresholds
  5. Choose a Severity — Critical, Warning, or Info.
  6. Choose a Scope — All Locations or Specific Endpoint.
  7. Under Email Notifications, turn the switch on and add recipient addresses with Add Email. Optionally turn on Slack Notifications ("Also send to Slack (if configured)").
  8. Click Create Rule.

What happens next

The rule starts being evaluated on the next automatic check (every 15 minutes). When it fires, the recipients you listed are emailed (and Slacked, if enabled), and the alert appears on the Active Alerts tab.

How it works

Rules can be global (all locations) or scoped to a specific endpoint, and location-scoped rules override the global one for that location. Thresholds you set here replace SuperLedger's defaults for that rule. Remember: a High Frequency Caller rule only blocks when the AI also confirms the calls are spam — high volume alone just warns. See Spam, robocall & high-frequency caller rules explained.

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