Notifications
Table of Contents
- Understanding Notifications
- Accessing Notification Settings
- Notification Types
- In-App Notifications
- Real-Time Notification Delivery
- Email Notifications
- Call Reports
- Configuring Report Triggers
- Report Recipients
- Notification Preferences
- Team Notification Coordination
- Notification History and Audit
- Best Practices
Understanding Notifications
Notifications keep you informed about important activities and events in your AI employee operations. The platform uses a sophisticated real-time notification system that ensures you never miss critical updates.Why Notifications Matter
Timely Awareness: Know about important calls and events as they happen, with instant delivery to your screen. Issue Identification: Get alerts when problems occur, often before they impact your operations significantly. Performance Visibility: Stay informed about AI employee activity across your entire organization. Follow-Up Triggers: Know when calls need human attention, with context about why the follow-up matters. Collaborative Awareness: See when teammates are viewing or responding to notifications, reducing duplicate efforts.Notification Channels
Information can reach you through multiple synchronized channels: In-App Notifications: Real-time alerts displayed within the platform interface as events occur. Email Notifications: Messages delivered to your inbox for events that require attention when you are away from the platform. Call Reports: Aggregated summaries combining multiple events into digestible reports sent on a schedule.Accessing Notification Settings
Navigate to the notification configuration page to customize how you receive alerts.Navigation Path
- Click Settings in the main navigation
- Select Notifications from the settings menu
- The Notifications settings page displays immediately
Page Layout
The notification settings page is organized into logical sections: Header Section: Contains the page title, description, and quick access to documentation. Notification Preferences: Controls for enabling or disabling different notification categories and channels. Call Report Configuration: Settings for automated call reports, including triggers and frequency. Recipient Management: Interface for adding team members to notification distribution lists. Preview Section: Shows sample notifications based on current settings to help you understand what you will receive.Notification Types
Different types of notifications serve different purposes and arrive through different delivery mechanisms.Real-Time Alerts
Immediate notifications delivered instantly as events occur: Completed Calls: Notification appears within seconds of call completion, including outcome and duration. Failed Calls: Critical alerts about technical issues requiring immediate attention. Important Conversation Outcomes: Alerts triggered by specific conversation results or detected keywords. System Issues: Notifications about platform health, quota limits, or configuration problems.Periodic Summaries
Regular reports containing aggregated information: Hourly Digests: Quick summaries of activity over the past hour, useful during high-volume periods. Daily Summaries: End-of-day compilation of all activity, sent at a configured time. Weekly Reports: Broader trend analysis comparing current week performance to previous periods. Monthly Analytics: Comprehensive performance reports with deep insights and recommendations.Triggered Notifications
Notifications based on specific conditions you define: Outcome-Based Triggers: Alerts when calls result in specific outcomes like success, voicemail, or busy signals. Keyword Detection: Notifications when certain words or phrases are mentioned in conversations. Metric Thresholds: Alerts when performance metrics cross defined boundaries. Volume-Based Alerts: Notifications when call volumes exceed or fall below expected levels.In-App Notifications
Notifications displayed within the platform interface provide immediate visibility into events and activities.Notification Center
The notification center serves as your central hub for all platform alerts and updates. Bell Icon: Located in the top navigation bar, provides quick access to your notifications. Unread Badge: Numerical indicator showing how many unread notifications await your attention. Dropdown Panel: Click the bell icon to reveal your notification list in a dropdown panel that overlays the current page.Notification Contents
Each notification in the list contains structured information to help you quickly understand and act on the alert: Title: Brief summary of what happened, designed for at-a-glance scanning. Description: Additional context about the event, including key details like call duration, outcome, or affected resources. Timestamp: Indicates when the event occurred, displayed in your local timezone with relative time descriptions like “2 minutes ago.” Status Indicator: Visual marker showing the notification type and priority level through color coding. Action Links: Buttons or links that navigate directly to the relevant record or provide quick actions like dismissing or acknowledging the notification. Read/Unread Status: Visual distinction between notifications you have seen and those requiring attention.Managing In-App Notifications
The platform provides several ways to organize and process your notifications efficiently. Mark as Read: Click individual notifications to mark them as read and remove them from the unread count. Mark All as Read: Clear your entire unread count with one action when you want a fresh start. Clear Notifications: Remove notifications from your list entirely once you have addressed them. Filter by Type: Use filter controls to show only specific notification categories, helping you focus on what matters most at the moment. Sort Options: Organize notifications by time, priority, type, or read status based on your workflow preferences. Archive: Move processed notifications to an archive for future reference without cluttering your active notification list.Real-Time Updates
In-app notifications arrive through multiple delivery mechanisms depending on your current activity state: Instant Push: When you are actively using the platform, notifications appear immediately as events occur. Toast Alerts: Important high-priority notifications briefly appear as toast messages in the corner of your screen, ensuring you notice them even when focused on other tasks. Background Updates: Notifications continue to arrive even when the platform tab is not actively focused, appearing when you return to the tab. Audio Alerts: Optionally enable sound notifications for specific alert types to ensure you notice them even when not looking at the screen. Desktop Notifications: With browser permission, critical alerts can appear as operating system notifications outside the browser window.Real-Time Notification Delivery
Understanding how the platform delivers notifications in real-time helps you appreciate the reliability and immediacy of the system.Connection Establishment
When you log into the platform, several connection processes occur automatically in the background: Initial Handshake: Your browser authenticates with the real-time infrastructure using your session credentials. Channel Subscription: The system subscribes you to notification channels relevant to your role and configured preferences. State Synchronization: Your current notification state loads, including unread counts and recent notification history. Presence Registration: The platform registers your active presence, enabling features like notification read receipts and collaborative awareness.Event Broadcasting
When events occur anywhere in your organization, the notification system follows a consistent delivery pattern: Event Detection: System processes detect relevant events such as call completions, failures, or threshold crossings. Rule Evaluation: The event is evaluated against all configured notification rules to determine who should be notified. Notification Creation: A notification record is created containing all relevant event details and context. Channel Distribution: The notification is routed to appropriate channels based on recipient preferences and current presence. Delivery Confirmation: The system tracks whether notifications were successfully delivered to each recipient.Connection Resilience
The real-time notification system is designed to remain reliable even when network conditions are challenging: Automatic Reconnection: If your connection drops temporarily, the system automatically reconnects when network access is restored. Message Buffering: Notifications that arrive during brief disconnections are buffered and delivered when connection resumes. Connection State Indicators: Visual indicators show your current connection status, helping you understand notification delivery reliability. Graceful Degradation: If real-time delivery cannot be established, the platform falls back to periodic polling while continuing to attempt reconnection.Email Notifications
Notifications delivered to your email inbox ensure you stay informed even when not actively using the platform.Email Delivery
Email notifications reach recipients through a carefully orchestrated delivery system: Primary Email Address: Your account email receives notifications according to your configured preferences. Team Distribution: Notifications are sent to team members based on their roles, permissions, and individual preferences. Verified Recipients: All email addresses must be verified before receiving notifications to ensure security and deliverability. Bounce Handling: The system monitors email delivery success and automatically disables addresses that consistently bounce.Email Contents
Notification emails are carefully designed for clarity and actionability: Subject Lines: Clear, scannable subjects that communicate the notification type and key information at a glance. Event Summary: Brief overview of what happened, mirroring the in-app notification content. Detailed Context: Additional information beyond what appears in the in-app notification, such as full conversation summaries or extended metric reports. Direct Links: Buttons or hyperlinks that navigate directly to the relevant record in the platform. Action Items: Clear calls-to-action when the notification requires a response or decision. Metadata Footer: Information about when the event occurred, who else received the notification, and how to adjust your notification preferences.Email Frequency
The platform offers flexible email delivery timing to match your workflow: Immediate Delivery: High-priority notifications are sent within seconds of the event occurring. Batched Delivery: Routine notifications are collected and sent together at configured intervals to prevent inbox overload. Scheduled Reports: Comprehensive reports are sent at specific times such as end-of-day or start-of-week. Smart Throttling: The system prevents email flooding by intelligently limiting message frequency during high-volume periods. Do Not Disturb Hours: Configure quiet periods when non-critical email notifications are suppressed.Call Reports
Automated reports summarizing call activity provide comprehensive visibility into your AI employee operations without requiring constant platform monitoring.What Call Reports Include
Call reports compile comprehensive information about your AI employee activities: Summary Statistics: High-level metrics showing total calls, success rates, average duration, and other key performance indicators. Call Outcomes Breakdown: Distribution showing how many calls resulted in each outcome type such as success, voicemail, no answer, busy, and failed. Performance Metrics: Detailed analytics about AI employee effectiveness including conversation quality scores, sentiment analysis, and goal achievement rates. Notable Events: Highlighted incidents requiring attention such as repeated failures, unusual patterns, or threshold violations. Trend Comparisons: Comparison to previous periods showing whether metrics are improving, declining, or remaining stable. Drill-Down Links: References to specific calls or conversations that contributed to reported metrics, allowing detailed investigation.Report Types
The platform generates several types of reports serving different analytical needs: Per-Call Reports: Individual notifications for specific calls matching configured triggers. Hourly Snapshots: Brief summaries of activity over the past hour, useful for monitoring operations during high-activity periods. Daily Summaries: Comprehensive end-of-day compilation of all activity including detailed breakdowns and analysis. Weekly Reports: Broader trend analysis covering the week, comparing to previous weeks and highlighting significant changes. Monthly Analytics: Comprehensive performance reports with deep insights, recommendations, and strategic observations. Custom Period Reports: On-demand reports for specific date ranges you define, useful for analyzing campaigns or specific events.Report Format
Reports are designed for efficient consumption and actionability: Executive Summary: Top-of-report overview highlighting the most important information and requiring immediate attention. Key Metrics Highlighted: Critical numbers displayed prominently with visual emphasis and trend indicators. Status Indicators: Color-coded visual markers showing whether metrics are healthy, concerning, or critical. Tabular Data: Structured tables for detailed information that benefits from row-by-row comparison. Charts and Graphs: Visual representations of trends, distributions, and comparisons where graphics communicate better than numbers. Links to Detailed Records: Every metric and aggregation includes navigation to the underlying detailed data for investigation. Footer Metadata: Information about report generation time, data coverage period, and who else received the report.Configuring Report Triggers
Control precisely which calls generate reports and notifications, allowing you to focus on what matters most to your operations.Status-Based Triggers
Select which call outcomes trigger per-call reports: Success: Generate reports for successful calls where the conversation completed as intended. Voicemail: Notify when voicemail is left, indicating the contact was not reached but a message was delivered. No Answer: Alert when calls ring but are not answered, suggesting potential contact information issues or timing problems. Busy: Report busy signals, which may indicate high call volumes to the same contacts or poor timing. Failed: Critical alerts for technical failures that prevent calls from completing. Canceled: Notifications when calls are intentionally stopped before completion. All Outcomes: Receive notifications for every call regardless of outcome, providing complete visibility.Advanced Trigger Conditions
Beyond basic status matching, you can configure sophisticated trigger rules: Duration Thresholds: Trigger reports for calls shorter or longer than specified durations. Keyword Detection: Generate notifications when specific words or phrases appear in conversation transcripts. Sentiment Thresholds: Alert when conversation sentiment exceeds or falls below configured levels. Custom Property Values: Trigger reports based on custom property values associated with contacts or conversations. Combination Rules: Create compound triggers requiring multiple conditions to all be true.Trigger Configuration
Configuring triggers through the platform interface is straightforward:- Navigate to Settings > Notifications
- Locate the Call Report Configuration section
- Select which call statuses should trigger per-call reports
- Optionally configure advanced conditions using the trigger builder
- Preview which past calls would have matched your rules
- Save your trigger configuration
Common Trigger Strategies
Different organizations have different notification needs. Common effective strategies include: Failures Only: Report only technical issues requiring investigation and resolution. All Outcomes: Receive notifications for every call, providing comprehensive visibility into all activity. Selective Positive: Get notifications for Success and Voicemail outcomes to track positive progress. Problem-Focused: Receive alerts for No Answer, Busy, and Failed to identify and address issues. High-Value Only: Use custom property triggers to notify only for calls to priority contacts. Keyword-Based: Trigger notifications only when specific important words or phrases are detected.Report Recipients
Configure precisely who receives notification reports, ensuring the right information reaches the right people without overwhelming anyone.Primary Recipient
Your account email address is configured as a recipient by default based on your user profile. Automatic Inclusion: All users with accounts automatically have the option to receive notifications relevant to their roles. Personal Preferences: Control which notifications you receive through your personal notification settings.Additional Recipients
Expand notification distribution beyond registered platform users: External Email Addresses: Add email addresses for stakeholders who do not have platform accounts but need to receive reports. Verification Required: New email addresses must be verified before receiving notifications to ensure security and deliverability. Individual Preferences: Each recipient can have different notification preferences, receiving only what is relevant to their role. Distribution Lists: Create named groups of recipients for easy management of team notifications.Role-Based Distribution
The platform can automatically route notifications based on user roles and permissions: Administrators: Receive system alerts, configuration changes, security notifications, and health monitoring alerts. Team Leads: Receive performance summaries, team activity reports, and aggregated metrics for their areas of responsibility. Individual Contributors: Receive notifications about their assigned contacts, AI employees, and campaigns. View-Only Users: Receive limited notifications, primarily informational updates without actionable alerts.Managing Recipients
Configuring notification recipients is straightforward through the platform interface:- Navigate to Settings > Notifications
- Scroll to the Recipients section
- Click Add Recipient to include new email addresses
- Enter the email address and select initial preference template
- The system sends verification email automatically
- Configure specific notification types for each recipient
- Save changes to activate the new configuration