Set up call alerts by email, Slack or webhook

An alert watches one metric, such as the share of calls customers hang up on, and notifies you when it crosses a threshold, so you hear about a spike without watching Analytics. In the dashboard: Sidebar → Monitor → Alerts.

Before you start

Somewhere to send it

An email address, a webhook URL, or a connected Slack channel.

Advanced Analysis fields

Optional: only to alert on a field your agent extracts.

Workspace and agent alerts

The page has two tabs, each with a count:

Tab	Shows
Workspace	Alerts that watch every agent in the workspace, then the Recommended starter alerts you have not turned on yet
Agents	Alerts limited to chosen agents, grouped under each agent’s name. An alert for several agents appears under each one.

Some metrics only make sense at one level. Tool failure alerts work only per agent (“Tool failure alerts aren’t available here — they only work per agent.”). A credit balance alert works only for the workspace.

Recommended starter alerts

Two starter alerts are listed under Recommended (“Starter alerts for common call-quality issues.”):

Alert	Fires when	Window
Disconnection rate spike	Disconnection rate is above 25%	Last 30 minutes
Customer hangup spike	Customer hangup rate is above 25%	Last 30 minutes

Enable turns one on as is, checked every 15 minutes, with no email, Slack or webhook targets (“Alert enabled”). Nobody is notified until you edit it and add a target. To set the threshold, window and recipients first, click the pencil icon instead.

Alerts page, Workspace tab: two configured alerts with switches and edit icons, and the Recommended group with Customer hangup spike and an Enable button — The Workspace tab with a recommended alert

Create an alert

The alert list and recommended alerts, then a workspace alert that emails the team and calls a webhook

Open the form

Click Create alert. The dialog reads “Choose what to watch and where to send the notification.”

Name it and pick the scope

Enter an Alert name, for example “Payment failure rate spike”. Under Scope, choose Workspace (“Monitors every agent in this workspace.”) or Agent (“Monitors only the agents you select.”). For Agent, pick one or more agents in Agents. Don’t have one yet? Create an agent.

Set the trigger

Build the sentence under Trigger: Check every interval for the last , when metric condition threshold. For example: check every 5 min for the last 30 min, when customer hangup rate is above 25%.

Add filters (optional)

Click Add filter to count only some calls, such as outbound calls or calls on one carrier.

Choose who to notify and save

Under Notify via, expand Email, Slack or Webhook and add a target (Notification channels), then click Save.

Create alert dialog: check every 5 min for the last 1 hour when Call failure rate is above 20%, an email address and a webhook URL added under Notify via, and Save — Trigger and notification targets

You see “Alert created”, and the alert is on.

The parts of a rule

Part	Options	Default
Check every	5 min, 10 min, 15 min, 30 min, 1 hour	5 min
for the last (window)	15 min, 30 min, 1 hour, 6 hours, 24 hours	30 min
Metric	Ringg’s metric catalog, plus the selected agents’ Advanced Analysis fields	None
Condition	is above, is below, equals	is above
Threshold	A number. Rate metrics take a percentage (enter `25` for 25%).	Metric’s suggested value, if any

The metric list comes from Ringg and shows a description under each metric. A balance is read at check time, so it has no window and no filters.

Metrics	Scope
Number of Calls, Connection rate, Disconnection rate (webcall), Customer hangup rate, Avg call duration, Goal completion rate, Negative sentiment share, Positive sentiment share, Response latency p50 and p95, Avg user turns	Workspace or agent
Tool failure rate, Tool failure count	Agent only
Advanced Analysis fields (below)	Agent only
Available credits (Billing)	Workspace only

Alert on an Advanced Analysis field

When agents are selected, their Advanced Analysis fields appear in the metric list, marked Custom analysis or Custom analysis · numeric. After you pick one, a second dropdown sets how it is measured:

Field type	Measure options	Also asks for
Boolean	percentage, count	Nothing: counts calls where the field is true
Enum or text	percentage, count	where field is a value
Number	average, total	Nothing

For example: when percentage of payment_promised is below 40.

Filters

Each filter narrows the calls the metric counts. You can add each field once, and only the fields the chosen metric supports are offered.

Filter	Values
Call type	`inbound`, `outbound`, `webcall`
Status	`registered`, `ongoing`, `retry`, `error`, `completed`, `failed`, `cancelled`, `forwarded` (call statuses)
Calling source	The carrier or transport that placed the call, such as `plivo`, `exotel`, `twilio`, `ozonetel`, `whatsapp`, `livekit` (see telephony providers). You can also type a value.
Tool name	A tool of the agent (tool metrics). With exactly one agent selected you pick from its tools; otherwise you type the name.

Notification channels

The Create alert and edit forms need at least one target (“Add at least one notification target.”).

Channel	How to add
Email	Type an address and click Add. Add as many as you need.
Slack	Pick channels in Slack channels. Connect Slack on the Tools page first (“Connect Slack from the Tools page to send alerts to a Slack channel.”).
Webhook	Enter a URL (`http://` or `https://`) and click Add. Ringg sends a `POST` with a JSON body.

Webhook test, headers and payload

Test sends a test request to the URL in the field. You see “Webhook test delivered” or “Webhook test failed” with the error.
Open Advanced webhook settings to add Custom headers (optional), such as Authorization. Add headers before clicking Add for the URL. Header values are stored encrypted and are never shown again. When you edit an alert, leave the header rows empty to keep the saved headers.

Under Advanced webhook settings, the dashboard shows this sample as the “JSON body Ringg sends on each alert”:

{
  "type": "alert.fired",
  "workspace_id": "...",
  "rule": { "name": "...", "metric_id": "...", "threshold": 0.25, "condition_type": "gt" },
  "event": { "metric_value": 0.31, "sample_size": 142 },
  "message": { "title": "...", "summary": "..." }
}

string

alert.fired, alert.still_firing or alert.resolved (when each is sent); alert.test for a Test send.

string

When the notification was sent.

string

The workspace the alert belongs to.

object

The alert that fired.

Show properties

string

The alert’s ID.

string

The Alert name.

string

The watched metric.

string

The alert’s severity.

number

The threshold; a fraction for rate metrics (0.25 is 25%).

string

gt (is above), lt (is below) or eq (equals).

number

The window, in minutes.

string[] | null

The selected agents; null for a workspace alert.

object

The alert’s filters.

object | null

What the check measured.

Show properties

string

The ID of this firing.

number

The measured value; a fraction for rate metrics.

number

How many calls the value was computed from.

object

Human-readable text.

Show properties

string

Short title.

string

One-line summary.

When notifications are sent

Fired: once, when a check first crosses the threshold.
Still firing: again on every check while the condition holds, with no cooldown. A Recommended alert that stays above its threshold notifies every 15 minutes.
Resolved: once, when a check finds the condition no longer holds. A window with no qualifying calls can’t be measured, so it neither fires nor resolves.

Every target gets each notification. A webhook attempt waits up to 20 seconds. A 429, a 5xx or a network error is retried, for 3 attempts in all, a few seconds apart; any status below 400 counts as delivered. A notification that still fails is not sent again.

Manage alerts

Turn off or on: use the switch on the alert’s row. The row also shows the condition (for example Customer hangup rate > 25%), the scope and the channels.
Edit: click the pencil icon. The dialog reads “Update the condition, filters, and who gets notified.” Scope can’t be changed after creation; change the Agents list instead. You see “Alert updated”.
Delete: open the alert, click Delete, then Confirm delete (or Keep). You see “Alert deleted”.

With the API

Alerts have no public API endpoints; manage them in the dashboard.

Troubleshooting

I can't find a tool failure metric

Tool failure alerts are agent-only. Set Scope to Agent and pick at least one agent.

My Advanced Analysis field is not in the metric list

Fields appear only after you select agents, and only fields those agents define in Advanced Analysis.

The Slack option has no channels

Connect Slack on the Tools page, then reopen the alert.

Webhook test failed

Check that the URL is reachable from the internet, accepts POST with a JSON body, and that any required auth header is set under Advanced webhook settings.

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Alerts

Before you start

Somewhere to send it

Advanced Analysis fields

Workspace and agent alerts

Recommended starter alerts

Create an alert

The parts of a rule

Alert on an Advanced Analysis field

Filters

Notification channels

Webhook test, headers and payload

When notifications are sent

Manage alerts

With the API

Troubleshooting

Next steps

Improve the prompt

Publish a new version

​Before you start

Somewhere to send it

Advanced Analysis fields

​Workspace and agent alerts

​Recommended starter alerts

​Create an alert

​The parts of a rule

​Alert on an Advanced Analysis field

​Filters

​Notification channels

​Webhook test, headers and payload

​When notifications are sent

​Manage alerts

​With the API

​Troubleshooting

​Next steps

Improve the prompt

Publish a new version

Before you start

Workspace and agent alerts

Recommended starter alerts

Create an alert

The parts of a rule

Alert on an Advanced Analysis field

Filters

Notification channels

Webhook test, headers and payload

When notifications are sent

Manage alerts

With the API

Troubleshooting

Next steps