Alert Mappings Guide

Customize how different types of alerts are processed with powerful mapping rules.

What Are Alert Mappings?

Alert mappings allow your team to customize how different types of alerts are processed. Instead of creating tasks for every alert, you can configure specific actions based on alert categories and lines of business.

Smart Filtering

Match alerts by category, sub-category, and lines of business

Custom Actions

Choose between Task, Note, or Service Ticket creation

Team Sharing

Mappings apply to all team members automatically

How Alert Mappings Work

Alert mappings match incoming alerts using three criteria:

Criteria Description Example
Category The main alert type from your PDF Policy Change, Renewal Notice, Cancellation
Sub-Category The specific alert detail Coverage Added, Premium Change, Payment Due
Lines of Business Insurance types (or ANY for all) Auto, Home, Life, Umbrella, or ANY
Matching Process

During PDF processing, each row is checked against your alert mappings. If a match is found, the specified action is taken instead of the default task creation.

Available Actions

When an alert matches a mapping, you can specify one of three actions:

TASK

Creates a task in AgencyZoom

  • Default behavior if no mapping exists
  • Assigned to selected CSR
  • Shows in CSR's task list
  • Requires action to complete
NOTE

Creates a note on customer record

  • Informational only
  • No action required
  • Good for FYI items
  • Reduces task clutter
SERVICE

Creates a service ticket

  • Routes through service system
  • Follows defined pipelines
  • Supports priority levels
  • Requires service action setup

Creating Alert Mappings

Navigate to Alert Mappings

From your user dropdown menu, select "Alert Mappings"

Click New Mapping

Click the "New Mapping" button to create a new rule

Enter Category and Sub-Category

Type the exact category and sub-category text to match (case-sensitive)

Select Lines of Business

Choose specific LOBs or select "ANY" to match all lines of business

Choose Action

Select Task, Note, or Service (if service actions are configured)

Enable and Save

Make sure "Enabled" is checked and click "Save" to activate the mapping

Managing Alert Mappings

Search and Filter

Use the search feature to quickly find specific mappings:

  • Type at least 3 characters to start searching
  • Searches across category, sub-category, and LOBs
  • Results update live as you type
  • Matching terms are highlighted in yellow

Enable/Disable Mappings

You can temporarily disable mappings without deleting them:

  • Click the toggle switch in the "Enabled" column
  • Disabled mappings are grayed out
  • Useful for testing or seasonal changes

Edit or Delete

  • Click the edit icon to modify a mapping
  • Click the trash icon to permanently delete
  • Changes take effect immediately for all team members

Team Member Permissions

Account Managers
  • Can create, edit, and delete alert mappings
  • Grant permissions to team members
  • View all team mappings
  • No restrictions on mapping management
Team Members
  • Can view all alert mappings
  • Mappings apply during their processing
  • Need explicit permission to edit
  • Permission granted by account manager
Granting Edit Permissions

Account managers can grant edit permissions from the Team Management page. Check the "Can edit alert mappings" box when adding or editing team members.

Common Alert Mapping Examples

Category Sub-Category LOBs Action Use Case
Policy Change Address Change ANY NOTE Simple FYI, no action needed
Renewal Notice 30 Day Notice Auto, Home TASK Requires CSR follow-up
Cancellation Non-Payment ANY SERVICE Urgent, needs service ticket
Premium Change Rate Increase ANY TASK CSR should contact customer
Policy Documents Dec Page Updated ANY NOTE Documentation only

Alert Mapping Best Practices

Do:
  • Start with a few key mappings
  • Use exact text matches from your PDFs
  • Test mappings with small batches first
  • Document your mapping strategy
  • Review and update mappings regularly
  • Use "ANY" for LOBs when appropriate
Don't:
  • Create too many mappings at once
  • Use NOTE for time-sensitive alerts
  • Forget mappings are case-sensitive
  • Disable mappings others rely on
  • Overlap mappings with conflicting rules
  • Ignore team feedback on mappings

Troubleshooting Alert Mappings

Check that:

  • The mapping is enabled (not disabled)
  • Category and sub-category match exactly (case-sensitive)
  • LOB matches or is set to "ANY"
  • There are no typos or extra spaces

Ask your account manager to grant you edit permissions from the Team Management page. Only account managers can grant this permission.

You need to create service actions first. See the Service Tickets Guide for setup instructions.