Alerts

The Alerts page is where Overdesk tells you something needs a person to look: a drafting run that failed, a report that could not reach Slack, a conversation import that is still catching up. Most alerts also say what to do next, so the page doubles as a to-do list for whoever looks after Overdesk.

Where it lives

Open Alerts in the sidebar. The page lists the most recent 100 alerts, newest first. Each one shows its severity, a title, the message and how long ago it was raised.

When you have dealt with an alert, click Acknowledge. That hides it from the list for the whole team. Tick Show acknowledged to see the ones already handled. Agents, admins and the owner can acknowledge alerts, and viewers can read them.

Severities

Severity	Meaning
critical	Something stopped working and needs attention.
warning	Something went partly wrong, or will sort itself out but you should know.
info	A record of a change, with nothing to fix.

What raises an alert

Critical

Alert	What it means
Drafting failed	A drafting run could not deliver drafts, for example because a help desk could not be reached. The message names the help desk. When a help desk stays unreachable, Overdesk raises this once rather than on every cycle, until you acknowledge it.
Report failed, or Analysis failed	A report or analysis could not be produced. The title names which one, and the message gives the reason.
Knowledge base search is degraded	Overdesk stopped indexing new knowledge for search. Until it is resolved, new content is found by keyword only. If you see this one, write to hello@overdesk.io.
A help desk event could not be queued	An update sent by your help desk could not be taken in, so Overdesk asked the help desk to send it again. If this keeps happening, contact hello@overdesk.io, because repeated failures can make the help desk switch the connection off.

Warning

Alert	What it means
A destination could not receive a report or analysis	The title names the destination and the report. See Notifications for the usual causes.
Conversation import is still catching up, or Conversation sync cap reached	A large history is arriving over several runs. Overdesk saves what it read and carries on from the same place next time.
Some help desks were not imported this run	Overdesk ran out of time or import allowance before it reached every help desk. Those conversations import on the following runs.
Draft review scored every conversation the same	Every conversation in a run of Score drafts against replies got the same result, which usually means the review paired the wrong messages. Treat those scores as unreliable until it has been checked.
Needs a human, or Handed to a named person	A guardrail rule flagged a conversation for a person, or handed it to someone in your help desk. The title carries the conversation number. See Escalation.
Weekly insights email was not sent, or failed for some recipients	The weekly report was generated, but its email went out to only some recipients, or to none. See Weekly insights email.

Info

Alert	What it means
Email destination changed	Someone added, changed or removed the email address that receives notifications. The message says where reports and alerts now go.

Alerts in Slack, ClickUp and email

Guardrail escalations, the Needs a human and Handed to alerts, are also sent to every destination that has Alerts switched on in Settings → Notifications, so the person who should pick up the conversation hears about it without opening Overdesk. Every other alert stays on this page. See Notifications.