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Proactive alerts let you catch support quality problems before they escalate. Instead of discovering a CSAT drop in your weekly review, raum notifies you the moment a metric crosses a threshold you’ve defined — or when specific patterns appear in ticket content. You set the rules; raum watches continuously.

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What alerts monitor

raum supports two categories of alerts: Metric-based alert rules watch your aggregated support metrics and fire when a threshold is crossed:
  • CSAT score drops below a defined level
  • Bad rating rate exceeds a defined percentage
  • AI confidence score falls below a threshold (a leading indicator that your procedures need updating)
  • Ticket volume spikes above a defined count within a time window
Content-based alerts scan ticket content using pattern matching. You define the keywords or phrases to watch for, and raum notifies you whenever those patterns appear. This is useful for tracking competitor mentions, specific product issues, legal language, or any topic you want early visibility on.

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Alert rule types

CSAT drop

Fires when your average CSAT score falls below a threshold you set. Configure the threshold as a percentage and the measurement window (for example, last 24 hours or last 7 days).

Bad rating rate

Fires when the proportion of negative ratings exceeds a defined percentage. Useful for catching a sudden influx of dissatisfied customers before your overall CSAT is significantly affected.

Low AI confidence

Fires when the AI’s average confidence score drops below a threshold. This typically means new ticket types are arriving that your procedures don’t cover well — a leading indicator before CSAT suffers.

Volume spike

Fires when ticket volume exceeds a count within a time window. Use this to get ahead of incident-driven surges so you can activate additional agents or prepare a temporary update.

Content pattern

Matches keywords or phrases in incoming ticket content. Fires whenever a matching ticket arrives. Configure multiple patterns per alert rule.

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Creating an alert

Alert rules are configured at /dashboard/alerts-content.
1

Open alerts configuration

Navigate to /dashboard/alerts-content in your dashboard. You’ll see your existing alert rules and a button to add a new one.
2

Choose the alert type

Select the metric or content type you want to monitor. For metric-based alerts (CSAT, bad rating rate, confidence, volume), you’ll set a threshold and a measurement window. For content-based alerts, you’ll enter the patterns to match.
3

Set the threshold or patterns

For metric alerts, enter the threshold value. For example, to alert when CSAT drops below 80%, set the threshold to 80. For content alerts, enter the keywords or phrases — one per line. Matching is case-insensitive.
4

Configure the cooldown

Set a cooldown period to prevent alert spam. The cooldown is the minimum time between two alerts of the same rule. For example, a 4-hour cooldown means you’ll receive at most one notification per rule every 4 hours, even if the threshold remains exceeded.
5

Save and activate

Save the rule. It activates immediately and begins monitoring. You can pause or delete rules at any time from the alerts configuration page.

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Alert cooldowns

Without cooldowns, a sustained threshold violation would generate a continuous stream of notifications. The cooldown period ensures each alert rule fires at most once per interval, regardless of how many threshold-crossing events occur.
When an alert fires, raum records the timestamp. The rule is suppressed until the cooldown period elapses. After the cooldown, if the condition is still met, the alert fires again. This means you stay informed without being flooded.
For CSAT and confidence alerts, a 4–8 hour cooldown is usually appropriate — long enough to avoid noise, short enough to re-alert if a problem persists into the next shift. For volume spikes caused by incidents, a shorter cooldown (30–60 minutes) may make sense so you get reminded if the spike continues.
Content-based alerts can fire very frequently if a common phrase is matched. Set a meaningful cooldown unless you genuinely want per-ticket notification. For critical patterns (legal language, urgent safety issues), a short cooldown or no cooldown may be appropriate.

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How alerts are delivered

When an alert fires, raum records the event and delivers a notification. The notification includes:
  • The alert rule name
  • The metric value or matched content that triggered it
  • A timestamp
  • A link to the relevant dashboard section
Notification delivery channels (email, Slack, webhook) depend on your plan and notification settings. Configure your preferred channels in /dashboard/settings.