Alerts & Notifications
Stay informed with the in-app notification bell and real-time operator alerts to Email, WhatsApp, or Telegram.
Two Notification Systems
Waslo has two separate notification systems, and it helps to know which one does what:
- In-app bell — a per-user feed inside the dashboard for account events (things you should know about, but that don't need an urgent reply).
- Operator alerts — real-time alerts sent to an external destination (Email, WhatsApp, or Telegram) when a conversation or connection needs a human.
Use the bell to keep an eye on your account. Use operator alerts so your team can react quickly without watching the dashboard all day.
In-App Bell
The bell lives in the dashboard header and shows account-level events for your user. Typical events include:
| Event | What it means |
|---|---|
| Low balance | Your credit balance is running low and may need a top-up |
| Payment failed | A billing charge did not go through |
| Knowledge base index failed | A document couldn't be processed and needs your attention |
| Migration complete | A background migration (such as a WhatsApp Cloud move) finished |
Bell notifications are read per user, so marking one as read only affects your own feed. The bell is a good place to catch operational issues before they affect your customers.
Operator Alerts
Operator alerts are the urgent channel. When something happens that a person should look at, Waslo sends a message to the destinations you configure.
Trigger Events
You choose which events fire an alert:
- HOT lead — a new lead is classified as high intent
- Handoff requested — a conversation was routed to a human (for example, a handoff keyword was matched)
- Keyword matched — a customer's message contains a keyword you defined
- Channel down — a connected channel goes offline
- Channel recovered — optional; fires when a channel comes back online (off by default to reduce noise)
Destinations
Each alert can go to one or more destination types:
- Email — best for a durable record and for team inboxes
- WhatsApp — best for speed, so an operator sees it on their phone immediately
- Telegram — a lightweight option that routes alerts to a bot chat
Adding a Destination
- Go to Settings → Notifications
- Add a notification destination and choose its type (Email, WhatsApp, or Telegram)
- Enter the address, number, or chat details for that destination
- Select which events should fire an alert to it
- Save
You can add more than one destination — for example, HOT leads to a WhatsApp number and everything to an email address for the record.
Quiet Hours
To avoid alerts during off-hours, set a quiet-hours window. During that window, alerts (for WhatsApp destinations) are held back so your team isn't pinged overnight. Quiet hours support a window that wraps past midnight, so an overnight range works as expected.
Mute Presets
If you need to pause alerts temporarily — during a busy launch, a maintenance window, or a holiday — use a mute preset to silence notifications for a set period without reconfiguring your destinations.
De-duplication
A flapping connection (one that repeatedly drops and reconnects) could otherwise send a burst of alerts. Waslo de-duplicates alerts so a single issue doesn't spam your team. A channel-down alert fires on the transition into the down state, not on every repeated check.
Best Practices
- Route HOT leads to WhatsApp so an operator can respond while intent is high.
- Send everything to Email as well, to keep a paper trail your team can search later.
- Leave channel-recovered off unless you actively need it — the down alert is usually enough.
- Set quiet hours that match your team's working schedule so after-hours alerts don't cause fatigue.
- Use one destination per role (for example, a shared sales WhatsApp for HOT leads, an ops inbox for channel health).
FAQ
What's the difference between the bell and operator alerts? The bell is an in-app feed for account events, read per user. Operator alerts are pushed out to Email, WhatsApp, or Telegram when a conversation or connection needs a human.
Will I get an alert every time a channel briefly disconnects? No. Alerts are de-duplicated, and the channel-down alert fires on the transition into the down state rather than on every check, so a flapping connection won't flood you.
Can I send the same event to more than one destination? Yes. Configure multiple destinations and select the events each one should receive.
Do quiet hours stop me from receiving anything? Quiet hours hold back alerts during the window you set (for WhatsApp destinations) and support ranges that cross midnight. The events themselves are still recorded in the dashboard.
Where do I set all of this up? Under Settings → Notifications.