Overview
Missed warning signs can cost accounts, and standout service moments can go unrecognized. Sentiment Alerts catch critical shifts in tone after a call finishes processing, giving you the power to address unhappy clients or celebrate top performers. Notifications flag calls that match the sentiment criteria you care about — positive, negative, neutral, or mixed.
Step-by-Step Setup
Step 1: Enable Call Transcriptions
To unlock the full power of NOVA Sentiment Alerts, Call Transcriptions must be enabled, since this is what allows NOVA to analyze conversations and flag the moments that matter. Go to NOVA → NOVA Settings and enable Call Transcriptions for every user you want to monitor with Sentiment Alerts.
Step 2: Create an Alert
Click the Alerts icon in the upper right, then select Create Alert. Configure:
- A clear name and description
- Who will receive alerts
- Whose calls will be monitored
- The minimum call length for alerts
- The sentiment types you want to track
- How recipients are notified — push notifications through the mobile app, system notifications through the desktop app, or browser notifications
Create the alert and NOVA handles the rest, notifying you automatically after every qualifying call.
Step 3: Reviewing Alerts
Each alert provides quick details about the call. Clicking it takes you straight to the call transcription, complete with a summary and full transcript. Click View All to see past alerts.
Sentiment in Reports
Sentiment Alerts also roll up into Automated Reports, so you can track trends over time. Use the dedicated NOVA Sentiment Report template, or add sentiment metrics to your existing daily, weekly, or department reports. These can run automatically and deliver to your inbox, giving you a clear summary of calls transcribed, average sentiment, ending sentiment, and sentiment breakdown by user.
