Create alert node

Create an alert in an ilert alert source from a call flow, and optionally override the source's escalation policy and notification priority.

The Create alert node creates an alert in the selected call-routing alert source. This is how a call turns into an actionable alert for your on-call team. By default the alert is escalated according to the alert source's own notification priority and escalation policy; you can override these per node.

Select the alert source

1. (Optional) In the Optional title field, enter a name to label the node on the canvas.
2. From the Alert source dropdown, select the call-routing alert source the alert should be created in. If you just created a source and don't see it, click the refresh icon to reload the list.

Accept the alert on answer

Enable Accept alert on answer to automatically mark the alert as accepted when a responder answers the call — the first responder to take the call changes the alert status to "Accepted." This is useful when the same node both notifies and connects the responder.

A voicemail recorded by an upstream Voicemail node is automatically appended to the alert this node creates, so responders can listen to the caller's message from the alert.

Override the alert source defaults

When a Create alert node fires, the resulting alert is escalated using the selected alert source's default notification priority and escalation policy. On each Create alert node you can optionally override these defaults:

1. In the node configuration, enable Override alert source defaults.
2. Optionally select a different escalation policy and/or notification priority (High or Low). Each field shows the alert source's current default; any field you leave empty keeps that default.

Create alert node with "Override alert source defaults" enabled

Example

Pair it with routing and voicemail so nothing is missed:

• Route call → No one available → Voicemail → Create alert (with Accept alert on answer enabled and a high-priority escalation policy override).

FAQ

Does a call create an alert automatically? No. Call Routing 2.0 only creates alerts where you place a Create alert node, giving you full control over when and how alerts are raised.

Can different branches create alerts in different sources or priorities? Yes. Add a Create alert node per branch and configure each independently, using the override to set a specific escalation policy or notification priority.

Are voicemails attached to the alert? Yes — a voicemail from an upstream Voicemail node is appended to the alert created by this node.