These settings apply organization-wide. Only Admins and Owners can update these preferences.
Escalation Alerts
Get notified when a conversation is escalated to a human agent.| Setting | Description |
|---|---|
| Email on Escalation | Toggle to send an email whenever a conversation is escalated |
| Recipient Email | The email address that receives escalation notifications |
Escalation alerts will move to agent-level settings in a future update, so each agent can have its own notification configuration.
Lead Notifications
Get notified by email when the AI identifies potential leads from conversations. Enable notifications per lead temperature:| Lead Type | Description |
|---|---|
| Hot | Pricing inquiries, availability checks, booking requests — ready to convert |
| Warm | Detailed service questions, real interest shown but no commitment yet |
| Cold | Casual browsing, vague questions, no clear purchase intent |
Click Save Changes to apply your settings, or Reset to revert to the last saved state.