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Adverse Event (AE) Monitoring is Compass’s built-in pharmacovigilance feature. When enabled, the system uses AI to automatically detect potential adverse drug reactions mentioned in conversations, alert your team, and provide an appropriate response to the user.
Access Adverse Event Monitoring by selecting an agent from the Agents list and clicking the Adverse Event Monitoring tab.

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How it works

When a user describes a symptom, side effect, or negative experience related to a product, the AE monitoring system:

Detect

The AI analyses each message in real time, looking for language that indicates a potential adverse event — such as descriptions of symptoms, side effects, or negative reactions.

Alert

When a potential adverse event is detected, the system immediately sends notifications to your configured pharmacovigilance contacts via email.

Respond

The agent displays your configured AE response template to the user, providing appropriate guidance and contact information.
Example scenario: A patient mentions “I’ve been experiencing a rash on my arms since I started taking the medication last week.” The system detects this as a potential adverse event, notifies your pharmacovigilance team, and shows the patient your configured response message with reporting contact details.

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Enabling monitoring

To activate AE monitoring for your agent:
  1. Navigate to the Adverse Event Monitoring tab
  2. Toggle the Enable Adverse Event Monitoring switch to on
Once enabled, the remaining configuration options become available.
AE monitoring only applies to conversations that occur after it is enabled. It does not retroactively scan previous conversations.

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Detection sensitivity

The detection sensitivity slider controls how aggressively the system identifies potential adverse events. Choose the level that best balances thoroughness with practical workload for your pharmacovigilance team.
SensitivityApproximate detection rateDescription
Low~70%Catches clearly described adverse events. Minimal false positives. Best when your team has limited capacity for review.
Medium~85%Balances detection coverage with manageable alert volume. Suitable for most use cases.
High~95%Catches most potential adverse events, including less obviously described ones. May generate some false positives.
Very High~98%Maximum coverage. Flags anything that could remotely indicate an adverse event. Expect a higher rate of false positives.
Start with Medium sensitivity and adjust based on your team’s experience. Higher sensitivity catches more genuine events but also increases the number of alerts your team needs to review.

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Custom keywords

In addition to the AI’s built-in detection capabilities, you can add custom trigger keywords that are specific to your product or therapy area. When any of these keywords appear in a conversation, the system treats them as potential adverse event signals.
  • Maximum keywords: 100
  • Maximum length per keyword: 100 characters
Examples of custom keywords:
  • Product-specific side effects: “injection site reaction”, “infusion-related”
  • Condition-specific symptoms: “photosensitivity”, “hepatotoxicity”
  • Colloquial descriptions: “feeling dizzy after the tablet”, “skin turned yellow”
Include both clinical terms and everyday language that patients might use to describe adverse reactions. Patients rarely use formal medical terminology.

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AE response template

Configure the message your agent displays when a potential adverse event is detected. This message replaces the agent’s normal response and provides the user with clear guidance on what to do next.
  • Maximum length: 2,000 characters
A good AE response template should:
  • Acknowledge the user’s concern
  • Explain that the information has been noted for review
  • Provide clear instructions for reporting the event
  • Include relevant contact information
  • Advise the user to seek medical attention if needed
Example template:
Thank you for sharing this information. Your safety is our priority. We have noted your experience and our pharmacovigilance team has been notified. If you are experiencing a medical emergency, please contact your doctor or call emergency services immediately. You can also report this experience directly by contacting us at the details below.

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Reporting contact information

Provide the contact details that appear in AE notifications and may be referenced in the response template.
FieldDescription
EmailThe pharmacovigilance team’s email address
PhoneA phone number for adverse event reporting
WebsiteA URL for online adverse event reporting (e.g., your company’s AE reporting portal)

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Notification recipients

Add the email addresses of team members who should receive alerts when a potential adverse event is detected.
  • Maximum recipients: 20
All listed recipients receive an email notification for every detected adverse event. Include your pharmacovigilance team, medical affairs contacts, and any other stakeholders required by your organisation’s pharmacovigilance procedures.
Adverse event monitoring is an assistive tool — it does not replace your organisation’s formal pharmacovigilance processes. Always ensure detected events are reviewed and reported through your established regulatory reporting pathways.

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Best practices

  • Enable monitoring before publishing — Ensure AE monitoring is configured and active before your agent goes live
  • Craft a thorough response template — The AE response is often the first thing a concerned user sees. Make it reassuring, clear, and actionable
  • Include multiple contact methods — Provide email, phone, and website options so users can report through their preferred channel
  • Review alerts promptly — Establish an internal process for triaging and responding to AE notifications within your required timeframes
  • Refine sensitivity over time — Monitor the volume and quality of alerts and adjust the sensitivity level as you gather real-world data