- Head over to Workflows > Workflow Buttons.
- Open the Alert Workflow Buttons tab:
- To create a new button that will appear in the alerts pages, click the + Create Alert Workflow button:
- This will bring up a new page with a number of choices:
You can create a button from scratch or use our button templates:
- Change the alert queue
- Resolve an alert
- Create a case
The button templates will pre-fill some of the items in the button creation menu for you.
- Select Start From Scratch.
This will bring up a page with choices in menu items to configure your workflow button. Let's look at them in detail.
In this section, you must create a label name for your button that will adequately describe its function to your agents. Keep it short.
You may also select an icon and color for this button.
In the description text, you may add a lengthy description for your agents. When your agents hover over the button on an alert page, this description will appear.
Finally, you can select where this button appears as it pertains to Alert Queues. If an alert generated is part of a queue called "Nicole's Team Queue" and you select it in the dropdown Show in specific queues, then the button will only appear for agents on Nicole's Team.
If you are not familiar with Alert Queues, please refer to this section. You can select as many queues as you want.
The external ID is a custom ID that can be used by your organization developers to detect when the button is pressed using webhooks. It is optional.
In this section, you can choose to add your first action to your button.
By default, nothing will occur, however, you can elect to create a button the will either close the alert or re-open a closed one.
Opening an alert does not make a copy of the alert. Opening an alert re-opens a previously closed alert (otherwise it does nothing).
This selection enables your button to be available in the Admin tab of the Alert bulk modification section:
This will add the ability for your button to open a case from an alert.
This section will enable your button to either re-assign the alert to a new agent or change the queue the alert is sent to (essentially changing the team assignment).
When re-assigning the button to a new agent, you can either pre-set a specific agent or let the user choose the agent at the time the button is pressed.
When the alert is triggered, it will be related to an entity. You can use the button to whitelist that entity for this rule or for all rules (global).
This is very useful for immediately removing false positives created by known non-fraudulent entities.
In selecting either Global or Just for this rule, you will also have the option to select the duration the entity will be whitelisted. For example, you could whitelist an entity that is a beta user of your platform for a 15 day trial. You could also whitelist a test account or a gold/VIP user that was mistakenly caught by a rule.
If you are not familiar with tags, please checkout the Tags section.
You can add existing or new tags to your alert using the button.
You can remove tags from the alert using the button.
You can automatically apply a disposition (resolution description) to your alert using the button. For example, you could automatically disposition the alert to a "False Positive".
Please note underscores are not supported for disposition names.
You can also add custom notes to an alert using the button such as "Closed due to Court Order 45.168".
This sub-disposition can further describe the disposition into reasons and options.
Please note underscores are not supported for sub-disposition names.
In this example, we use the sub-disposition to further describe the "Fraud Type" that created this alert. Our button workflow could then be used to categorize the type automatically with the options "scam, money laundering, or fake account #":
- Once you are done programming the workflow of the button, click Create Workflow:
Updated 9 months ago