Overview

Enable notifications to allow your AI Agents to ping you on-the-go

Notifications allow your AI Agents to get in touch with you whenever a guest conversation needs attention, a workflow run meets certain criteria and in many other situations.

We highly recommend setting up at least one notifications channel prior to enabling your AI Agents. This will allow them to notify you when a guest conversation requires your attention, or when they need more information to answer a guest question.

Access your Notification Settings from the Workspace Settings section of your account

Notification Triggers

Notifications are triggered in a variety of situations, including by your AI Agents and more advanced Workflows. Some of the most common notification triggers are covered below:

Conversation Marked "Unresolved"

Whenever your AI Agents encounter a guest message that they cannot answer (due to a lack of information), or which contains an auto-flag subject (such as a complaint), they will trigger a notification letting you know that the conversation has been marked as "Unresolved."

Remember that your AI will not continue responding until you mark the conversation as "Resolved" again!

Copilot Draft Ready for Review

When in Copilot Mode, your AI Agents will notify you any time they have completed a draft message for your review. Try clicking the link right in the notification body to immediately access the conversation view with the AI draft message pre-loaded for your use!

Notification Setup

Email NotificationsSMS NotificationsSlack Notifications