Operator Alerts: Keeping Your SLA on Track
Small businesses in India often juggle customer conversations across WhatsApp, Instagram, SMS, Web Chat, and Email. When a query stalls, the risk of breaching the promised response time rises. GoSumo’s operator alerts feature tackles this problem head‑on by ensuring that any conversation flagged as escalated—meaning the SLA has been breached or is about to breach—triggers an immediate notification to the human operator. This keeps service levels intact without requiring manual monitoring of every channel.
How It Works
Under the hood, GoSumo’s NestJS backend continuously evaluates the SLA timers stored in PostgreSQL. When a conversation exceeds its allocated window, the system marks it as escalated and pushes a job onto BullMQ. Redis acts as the message broker, queuing the alert until it can be dispatched. The operator receives a concise notification—via the platform’s web dashboard or a preferred messaging channel—containing the conversation ID, the channel, the time exceeded, and a direct link to the chat. The alert is logged in the audit trail, so later you can review who saw the escalation and when.
Seamless Multi‑Channel Integration
Because GoSumo aggregates all inbound messages in a single AI‑driven interface, the alert system works uniformly across all channels. Whether the customer texted on WhatsApp or sent an骗人的吗
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