Alert Types
Three categories of alerts keep caregivers informed without overwhelming them.
π© Patient Flags
Events on the patient side that need caregiver attention β overdue homework, missed follow-up response, a caregiver-defined escalation marker appearing in AI chat, or a manually set risk flag on the patient card.
βοΈ System Events
Platform-generated notifications β session starting soon, report ready for review, integration sync failure, recording ready for transcription.
π΄ Escalation Alerts
High-priority alerts that activate the escalation chain if the caregiver does not acknowledge within the configured response window.
app.sherpii.io/settings/alerts
Sherpii
Mindful Clinic
β Dashboard
π₯ Patients
π
Calendar
π Sessions
π¬ Messages 2
π Reports
π§Ύ Billing
SB
Dr. Sara Ben-David
CBT Therapist
Escalation Chain
If I don't respond within the window, escalate through these channels in order:
1
π WhatsApp
Immediate · Response window: 10 min
2
π§ Email
After 10 min without acknowledgement
3
π Phone call
After 20 min without acknowledgement
4
π§ Email to supervisor
After 30 min β emergency backup
Alert Rules
π© Homework overdue (3+ days)
π¬ Escalation keyword you defined appears in patient chat
π
Session starts in 15 min
π΄ Manual risk flag
π¨ Patient message unread (2+ hrs)
Quiet Hours
Do not disturb from
Resume alerts at
Override quiet hours for risk flags
Emergency escalation alerts always bypass quiet hours.
Test Alerts
Send a test alert to verify your escalation chain is working correctly.
How Escalation Works
The escalation chain fires automatically β no manual intervention needed until the caregiver acknowledges.
- A triggering event occurs (e.g. an escalation keyword the caregiver defined appears in a patient's chat message β the system executes the monitoring rule that was defined).
- System creates an alert and immediately sends it via the first channel (WhatsApp).
- If the caregiver acknowledges (opens and responds) within the response window β chain stops.
- If no acknowledgement: next channel fires (email), window clock resets.
- Chain continues until all steps are exhausted or the caregiver acknowledges.
- All escalation events are written to the audit log with timestamps.
Use Case
Setting Up Alerts for a New Practice
Caregiver / Clinic Admin
- Navigate to Settings → Alerts.
- Add WhatsApp as step 1 with a 10-minute response window.
- Add email as step 2 for after 10 minutes without acknowledgement.
- Toggle on all patient flag types to ensure full coverage.
- Set quiet hours for 22:00–07:30 to protect personal time.
- Send a test alert to confirm the chain is working end-to-end.