If you run or manage a contact center and you’re tired of hearing “we missed that upsell” or “nobody mentioned the promo,” this guide is for you. Real-time alerts can actually help—if you set them up right. Here’s the no-fluff, step-by-step on catching those missed chances with Balto before they become lost revenue or frustrated customers.
Why Real-Time Alerts Matter (and What They Don’t Do)
Let’s be honest: most post-call reporting tools are too late. By the time you sift through dashboards or listen to call recordings, the chance is long gone. Real-time alerts in Balto are designed to flag missed opportunities while the call is still happening, so you (or a supervisor) can step in and save the day—or at least coach someone before the next call.
But don’t expect miracles:
If your team’s not trained, or your scripts are a mess, alerts won’t magically fix it. And if you set up too many alerts, you’ll drown in noise and start ignoring them. Balance is key.
Step 1: Identify the “Missed Opportunities” You Actually Care About
Before you touch any settings, get clear about what you want to catch. Not every “oops” needs an alert, and alert fatigue is real. Some common use cases:
- Agents not mentioning a required compliance statement
- Forgetting to offer a cross-sell or upsell
- Not asking for the sale at the right time
- Missing a key question (like “How did you hear about us?”)
- Letting frustrated customers slip through without escalation
Pro tip:
Start with 1–2 high-impact scenarios. You can always add more later.
Step 2: Map Out the Trigger Phrases
Balto’s real-time alerts rely on what it “hears” in the conversation. You’ll need to define specific words or phrases for each missed opportunity. For example:
- If you want to catch when someone doesn’t say “Would you like to add protection today?”, that’s your trigger phrase.
- If you want to catch when a customer says “I’m frustrated,” but the agent doesn’t offer to escalate, you’ll need to set both a customer trigger and an agent response.
Don’t overcomplicate it. More triggers mean more false alarms.
Stick to the exact language your team uses.
Step 3: Log In and Navigate to Alerts
- Log into Balto.
- Head to the admin dashboard. (If you don’t have admin access, you’ll need someone who does.)
- Find the Alerts or Real-Time Alerts section. Balto sometimes changes the UI, so if you don’t see it, check under “Settings” or use the search bar in the platform.
Honest take:
The UI isn’t always the most intuitive, and things get renamed. If you’re stuck, don’t waste 30 minutes—just hit up Balto support. They’re usually quick.
Step 4: Create a New Alert
- Click “Create Alert” or “New Alert.”
- Give your alert a clear name. (Example: “Missed Upsell Offer”)
- Choose the type of alert:
- Agent didn’t say (good for missed script lines)
- Customer said, but agent didn’t respond (good for escalation or objection handling)
- Enter your trigger phrases. Be literal—Balto’s AI is good, but it’s not psychic.
- Set the “window” for detection (e.g., within 30 seconds of a certain phrase or before the call ends).
- Choose who gets notified:
- The agent (via on-screen pop-up)
- A supervisor (via dashboard or email/slack integration)
- Both
Tips:
- Test with one or two phrases first.
- Use variations if your team isn’t super-scripted.
- Don’t try to catch every possible wording—start with the basics.
Step 5: Decide How You Want to Be Notified
You’ve got options, and each has pros and cons:
- On-screen alerts for agents:
Good for in-the-moment course correction, but can distract during tough calls. - Supervisor dashboards:
Lets a manager quietly step in or coach after the call. Less intrusive, but slower. - Email or Slack notifications:
Works for remote teams, but if you set too many, you’ll tune them out fast.
What actually works:
Most teams start with supervisor alerts only. Once you know your triggers are solid (and not firing constantly), consider letting agents see them too.
Step 6: Test, Test, Test
Set up a test call (or three) to see if your alert fires when it should. Don’t skip this—real-world conversations are messy, and what looks good on paper can flop fast.
- Try saying the exact phrases, variants, or missing them on purpose.
- Make sure alerts are firing at the right time—not after the opportunity is gone.
- Check if the right people are getting notified.
If the alert’s too sensitive:
Tweak your trigger phrases or the detection window.
If it’s missing things:
Check if your team uses different language. Adjust accordingly.
Step 7: Roll Out and Monitor
Once you’re sure the alerts work, roll them out to your whole team.
But you’re not done—watch them for a week or two:
- Are you getting too many alerts?
(If so, you’ll ignore them. Dial it back.) - Are the right opportunities being caught?
- Is the team responding, or just closing the pop-ups?
Adjust as needed. Ignore the urge to set up 10 more alerts right away. Quality over quantity.
Step 8: Use Alerts for Live Coaching (But Don’t Micromanage)
The real value in real-time alerts isn’t just catching misses—it’s coaching at the moment when it matters.
- Supervisors can jump in on tricky calls or coach right after, while it’s fresh.
- Use alerts as a conversation starter, not a hammer. No one likes Big Brother breathing down their neck.
Watch out for:
If you’re constantly interrupting agents, you’ll kill morale. Use alerts to spot patterns, not to nitpick every slip.
What to Ignore
- Don’t set alerts for every FAQ or script line.
Focus on what actually costs you money or hurts CX. - Don’t expect AI to read minds.
Balto’s detection is solid, but it’s not magic. Garbage in, garbage out. - Don’t forget to turn off or tweak alerts as your scripts change.
Old alerts = confusion.
Pro Tips for Getting More from Balto Alerts
- Review alert performance monthly.
Drop what’s not working. Add only what’s needed. - Get agent feedback.
If they hate the pop-ups, ask why. Maybe it’s timing, or maybe it’s just too much. - Combine with call reviews.
Use alerts to flag calls for review, not as the only data point.
Wrapping Up: Keep It Simple and Iterate
Real-time alerts in Balto are powerful—when you use them with intention. Don’t let fear of missing out (or missing a sale) turn your dashboard into a Christmas tree. Start small, focus on what matters, and tweak as you go. You’ll catch more missed opportunities—and your team won’t want to throw their headsets across the room.
If you keep it simple, test often, and listen to your team, you’ll get way more value than just another pile of ignored notifications.