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Introduction
Introduction
Customise Email Notifications allows you to control which email alerts are sent, when they are sent, and who receives them.
This helps teams stay informed about important events without being overwhelmed by unnecessary notifications.
Why Email Notifications Matter
Email notifications help you:
Respond quickly to important conversations
Stay updated on leads, appointments, and tickets
Monitor AI performance and fallback events
Keep the right stakeholders informed
Customising notifications ensures emails are useful, timely, and relevant.
Where to Configure Email Notifications
To manage email notifications:
Go to Settings
Open Customise Email Notifications
All notification preferences are managed from this section.
Types of Email Notifications
You can enable or disable notifications for different events, such as:
New conversations
Lead captured
Appointment scheduled
Service ticket created
Ticket resolved
Human takeover triggered
Fallback or escalation events
System or agent-related updates
Availability of certain notifications may depend on your plan.
Who Receives Notifications
Email notifications can be sent to:
Organization admins
Assigned team members
Specific users (based on configuration)
Each notification type can have different recipients depending on your setup.
Customising Notification Preferences
For each notification type, you can:
Turn notifications on or off
Choose who should receive the email
Control frequency (for example, instant or summary-based)
Changes are saved immediately and applied going forward.
Managing Notification Noise
To avoid unnecessary emails:
Disable low-priority notifications
Limit notifications to relevant roles or users
Use summaries instead of instant alerts where possible
This keeps inboxes clean and actionable.
Email Notifications for AI Actions
Email alerts can be configured for AI Actions such as:
Lead capturing
Appointment scheduling
Service ticket creation and resolution
This ensures operational teams are notified when automation triggers real-world actions.
Best Practices
Enable notifications for business-critical events
Review notification settings periodically
Align notification recipients with responsibilities
Disable alerts that do not require immediate attention
Well-configured notifications improve response time and efficiency.
Common Mistakes to Avoid
Enabling all notifications by default
Sending alerts to too many users
Forgetting to update settings as teams change
Relying on notifications instead of checking Conversations
Notifications should support workflows, not replace dashboards.
What’s Next?
Once notifications are configured, teams can respond faster and stay aligned.
Recommended next guides:
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