Conversation Intelligence Rules can be setup or configured to alert Omni-Channel Supervisor based on Salesforce Service Cloud Voice Conversation entries.
1. Create a Conversation Intelligence Rule.
![](https://www.infallibletechie.com/wp-content/uploads/2025/01/Salesforce-Alert-the-Supervisor-416x1024.png)
Use the Action as “Alert the Supervisor”.
2. Add the “Enhanced Conversation” standard component to the Voice Call Lightning Record Page.
![](https://www.infallibletechie.com/wp-content/uploads/2025/01/Salesforce-Voice-Conversation-Entry.png)
3. If the Keyword matches, it will alert the Omni-Channel Supervisor.
![](https://www.infallibletechie.com/wp-content/uploads/2025/01/Salesforce-Omni-Supervisor-Alert-1024x557.png)