When the AI Phone Assistant has completed each call, the details will be available on the Call History page within 1-2 minutes (the longer the call, the longer it takes to process).
Email Notifications are included as part of your monthly subscription and can be set to send a mail to the same recipient every time, or different recipients based on routing rules that you define.
We also offer Smart SMS Notifications as a feature for people who don't always have their inbox open or if there's a type of call that always needs a quick response.
How to find the page
First, open your Dashboard and find the assistant on the that you want to enable email notifications for (most people only have one, but we support multiple assistants).
Click View More to expand the control panel
Click Notifications Centre.
Click the Email Notifications tab at the top of the page.
To set up simple email notifications
Enable Receive email notifications after calls (this is usually turned on by default)
Add your TO email address (this defaults at your account login)
Optionally, add a CC email address.
You can decide whether or not to include abandoned calls (these are calls shorter than 20 seconds or when the caller doesn't speak)
You can attach the MP3 audio file of the conversation to the email. The audio file will be available to download on the Call Details page for three weeks after each call before being auto-deleted (see How long does Bot Bureau retain call data?).
Keep advanced mode disabled.
To set up advanced email routing rules
For larger teams and organisations, advanced mode is where they can configure who receives the email summary.
Enable advanced mode and click Save Changes.
Click Manage Your Email Routing.
This will open the Custom Email Routing page.
What is this for?
If you want your email summaries to be sent to different email addresses based on what was discussed in the call, this is the place to configure the rules.
You can set routing rules that are sent to the right email based on AI reviewing the call transcript and looking for:
A person's name ("Saoirse from Sales" or "Michael")
The lead for a team ("someone in IT")
A custom rule that you can write out in plain English ("if the caller asks for a quote")
How to set up the routing
Each email address is defaulted to Active, but can be marked Inactive if someone is on leave for example. Inactive emails are ignored for routing purposes.
Name and Team can be added. This is helpful if a caller is asking for "Saoirse from Sales" or "Michael".
Each Team must have a Team Catch-all identified. This helps when a caller is asking for "someone in IT".
One email address must be nominated as the Company Catch-all. This is the default if the AI cannot determine who to route the email notification to.
A Custom Rule can be added per email address which is evaluated against the full call transcript. Describe this in plain English like "if the caller asks for a quote".
How AI handles the routing
AI will attempt to check these in order after every call and will stop at the first match:
Any matching custom rule.
A person the caller names.
A named person within a named team.
The 'catch all' person for a team, if no person is named.
The 'catch all' person for the company if unable to match on anything else.
Tips
Make sure teams are described in distinct ways that won't confuse an AI model. Avoid something like "Sales team 1" and "Sales team 2" for example.
You can use full names or just first names for each person.
You can use AND / OR statements in your custom rules. The full rule is evaluated against the call transcript.
Keep custom rules specific; the first match wins.
If someone is on leave don't forget to mark them as Inactive until they're back.
You can optionally add a CC email address to be added to all email notifications. Some businesses use this as a way to check where mails were routed or to maintain an audit log.
For each individual call, you will be able to see the Notification Email(s) that a summary was sent to on the Call Details page.
Changes are immediate and will affect your next call.
How much does it cost?
Email notifications and advanced email routing are included in your subscription.
Is there a limit to the number of emails I can include?
Technically no. The thing to watch out for is including a list with lots of repetition and similarities (if you have three "John in Operations" for example) the AI might struggle to figure out which is which.
If I manage more than one assistant, can I manage email notification settings separately?
Yes, each assistant is treated separately to give you more control.