SureConnect can send real-time alerts to a Discord channel for call events, agent status changes, and system health notifications. Each alert type has a distinct color for easy scanning.
Steps
- 1
Create a Discord webhook
In your Discord server, go to the channel where you want alerts. Click the gear icon to open channel settings, then go to Integrations > Webhooks. Click New Webhook, give it a name (e.g., "SureConnect Alerts"), and click Copy Webhook URL.
- 2
Add the webhook URL to SureConnect
The Discord webhook URL is configured as an environment variable (
DISCORD_WEBHOOK_URL) in your deployment settings. Add it to your Vercel environment variables or your local.envfile. - 3
Verify alerts are working
Make a test call to one of your tracking numbers. You should see alerts appear in your Discord channel for the call events.
Alert types
| Alert | Color | When it fires |
|---|---|---|
| Call Connected | Green | A call successfully connects to an agent. |
| Call Completed | Gray | A call ends, showing duration and disposition. |
| Routing Failure | Red | No agents available for an inbound call. |
| Call Queued | Yellow | A caller enters the hold queue. |
| Call Dequeued | Teal | A queued caller is connected to an agent. |
| Queue Abandoned | Orange | A caller hung up or exceeded max wait time. |
| Callback Created | Purple | A callback follow-up is created for a missed call. |
| Agent Online | Blue | An agent connects their softphone. |
| Agent Dropped | Orange | An agent's connection dropped unexpectedly. |
| Ghost Agents | Red | Stale agent connections detected and cleaned up. |