Slack notifications for realtime

Assembled's Slack notifications feature allows you to set up alerts when agents exceed adherence or state duration limits as well as when metrics for channels and queues cross certain thresholds. Learn more about how to set up thresholds in this article.

To get started, navigate to the Notifications tab in the navigation panel.

Set up Slack notifications

To get started, navigate to the Notifications tab in Company settings.

Clicking on Create notification brings up a modal which allows you to to enter a name for the notification, choose threshold, and choose what channel to send the notification to. Notification names will be included in the Slack message, so it should be descriptive.

You can choose from any thresholds you have created on the Realtime analysis and Realtime overview pages.

Out of adherence and state duration notifications

Whenever an agent crosses the threshold that you have set, you will get notified in the specified Slack channel. The Slack message will come from the Assembled app and will contain the name of the notification and the list of agents that have triggered the threshold. The Slack message for these notifications will include the name, so it should be descriptive!

Notifications are sent each time a new agent crosses the threshold. We'll notify you once per agent and only send another notification if that agent recovers and then crosses the threshold again.

We're mindful of notification frequency—our goal is to keep all notifications useful without overwhelming channels.

For out of adherence notifications, the message will include the notification name and a list of agents that have crossed that thresholds. For these agents, their name, current state, current state duration, and currently scheduled event will be included.

Here's what a Danger notification for state duration looks like in Slack. Note that the notification name appears at the top of the notification:

For state duration notifications, the message will include the notification name and a list of agents that have crossed that threshold. For these agents, their name, current state and current state duration will be included.

Here's what a Danger notification for state duration looks like in Slack. Note that the notification name appears at the top of the notification:

Realtime overview metric notifications

You can set alerts to track the health of your channels and queues by selecting any of the real-time thresholds you’ve created on the Real-time Overview page. When a metric crosses one of your thresholds, a notification will be sent to the specified Slack channel. The message will include key details such as the metric, the relevant channel or queue, the threshold, and the current metric value.

For metrics not in the current groups, you can also choose the lookback period for more specific monitoring.

Please note that notifications may be delayed by up to one minute.

Slack channel configuration

Private vs Public channels

Assembled is able to send messages to both public and private Slack channels. Public channels can be added via the Add a Slack channel modal by entering in the channel ID. To send messages to private channels, first add the Assembled app to the channel. Then, manually add the Slack channel via the Add slack channel button.

Add a Slack channel

In the Create notifications modal, click on Add a Slack channel.

This will bring up a modal where you can enter the name of the Slack channel and the Slack channel ID.

You can find and copy the channel ID by getting the channel details in Slack.

Multiple Slack instances

Assembled currently supports connecting to one Slack instance per Assembled instance. However, for companies using multiple Slack instances, Assembled can still send notifications to channels in other instances. To enable this, share the channel with the integrated Slack instance, then manually add it using the Add Slack channel button.

Requirements

An Assembled and Slack admin must enable the Slack integration via the Integrations page