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Notifications

Real-time alerts for your team via SMS, email, and in-app. Configure rules to automatically notify staff when conversations need attention, AI escalates, or workflows reach milestones.

What Notifications Do​

Notifications keep your team informed:

  • Multi-channel delivery (SMS, email, in-app)
  • Escalation alerts when AI needs human help
  • Customizable rules for targeted routing
  • Personal preferences per team member
  • Read/unread tracking

Key Features​

Notification Rules​

Configure automatic routing:

  • Notice Type: What triggers it (escalation, milestone)
  • Target Member: Who gets notified
  • Workflow Scope: Specific workflow or all
  • Channels: SMS, email, or both

Personal Preferences​

Each member controls their channels:

  • Enable/disable SMS notifications
  • Enable/disable email notifications
  • Notifications only sent when BOTH rule and preference allow

Escalation Handling​

When AI needs human help:

  1. AI triggers escalation with reason
  2. Matching rules identify who to notify
  3. Staff receives alert with chat link
  4. Click to open conversation with full context

How It Works​

Event Occurs    →    Rules Evaluated    →    Channels Checked    →    Delivered
(escalation)         (who to notify)         (preferences)           (SMS/email/app)

When AI escalates or important events occur, notifications route to the right people via their preferred channels.

Business Hours​

Notifications respect workspace hours:

  • Different messages during/after hours
  • "We'll respond at 9am" for off-hours escalations
  • Timezone-aware scheduling

Common Use Cases​

Use CaseConfiguration
Support EscalationAI escalates → SMS to support lead
After-Hours CoverageEscalation outside hours → On-call manager
Workflow MilestonesOnboarding complete → Email to account manager
VIP HandlingVIP message → SMS to senior staff

Pricing & Limits​

Feature availability and limits are determined by your subscription plan. See the pricing page for details.