🔔 Screen

Alerts & Notifications

Caregivers define exactly how and when they want to be reached — and what to do if they don't respond. An escalation chain ensures critical alerts always get through: WhatsApp first, then email, then a phone call.

Alert Types
Three categories of alerts keep caregivers informed without overwhelming them.
🚩 Patient Flags
Events on the patient side that need caregiver attention — overdue homework, missed follow-up response, AI chat escalation marker triggered, or a manually set risk flag on the patient card.
⚙️ System Events
Platform-generated notifications — session starting soon, report ready for review, integration sync failure, recording ready for transcription.
🔴 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
⊞ Dashboard
📅 Calendar
🎙 Sessions
👤 Patients
💬 Messages
🔔 Alerts
📄 Reports
⚙️ Settings
Alert & Notification Settings
Escalation Chain

If I don't respond within the window, escalate through these channels in order:

1
💚 WhatsApp
Immediate · Response window: 10 min
2
📧 Email
After 10 min without acknowledgement
3
📞 Phone call
After 20 min without acknowledgement
4
📧 Email to supervisor
After 30 min — emergency backup
Alert Rules
🚩 Homework overdue (3+ days)
💬 Patient chat escalation keyword
📅 Session starts in 15 min
🔴 Manual risk flag
📨 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 — no manual intervention needed until the caregiver acknowledges.
  1. A triggering event occurs (e.g. AI chat detects distress keyword in patient message).
  2. System creates an alert and immediately sends it via the first channel (WhatsApp).
  3. If the caregiver acknowledges (opens and responds) within the response window — chain stops.
  4. If no acknowledgement: next channel fires (email), window clock resets.
  5. Chain continues until all steps are exhausted or the caregiver acknowledges.
  6. All escalation events are written to the audit log with timestamps.
Use Case
Setting Up Alerts for a New Practice
Caregiver / Clinic Admin
  1. Navigate to Settings → Alerts.
  2. Add WhatsApp as step 1 with a 10-minute response window.
  3. Add email as step 2 for after 10 minutes without acknowledgement.
  4. Toggle on all patient flag types to ensure full coverage.
  5. Set quiet hours for 22:00–07:30 to protect personal time.
  6. Send a test alert to confirm the chain is working end-to-end.