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Keywords are used by the TotalCX platform to find calls with certain words or phrases that were spoken during the conversation. 

For example, you may consider putting a competitor's business name in the keywords so as you're making sales you can find calls where callers are referring to the competitor's pricing. 

Adding keywords

1. Navigate to  Alerts > Keywords
2. Type in the keyword or phrase in the Keyword field
3. Click SAVE

Setting up Notifications

1. Navigate to Alerts > Notifications
2. Give your notification a Name
3. Set up the Recipients list (emails and text-able phone numbers only, delimited with a comma)
4. Select which keyword(s) you'd like to be notified of in the Definition box (hold ctrl or shift to select multiple)
5. Select which Department calls will be monitored and notified from (in our example, I only want to be notified of sales calls that mention "talk to my wife")
6. Click SAVE ALERT