Notification Channels

Notification Channels make sure important customer moments reach a person. Use them to alert the right team when an agent requests human help, a conversation is paused, or another configured event needs attention, so the customer is not left waiting inside an agent inbox.

Navigation: Open General → Notification Channels.

Add an email channel

An email channel is useful for teams that manage alerts through a shared support or sales mailbox.

Select Add Email Channel.
Enter a recognizable name such as Support Team.
Add one or more recipient addresses as instructed by the form.
Choose the available sender option.
Add an optional subject prefix that helps the team recognize urgent alerts.
Save and send a test.

Use a monitored team address instead of one person when coverage is shared.

Add a Telegram channel

A Telegram channel delivers alerts to a chosen chat, making it useful for teams that need faster, mobile-friendly handover notifications.

Select Connect a Telegram bot.
Create or choose a bot using Telegram’s official bot setup conversation.
Paste the bot token into the protected connection form and save.
Open Manage chats.
Use Open in Telegram or scan the QR code, then press Start in the destination chat.
Wait for the chat to appear in the enrolled list.
Send a test notification.

Keep the bot token private. Share the enrollment link or QR only with the intended team chat or recipient.

Enable, disable, edit, or delete a channel

Disabled channels remain configured but do not receive alerts. Use Edit to update an email destination, Manage chats to add or remove Telegram chats, and Delete to remove the channel.

Before disabling or deleting, check which agents use the channel for human handover.

Select channels for handover

Selecting handover destinations connects the agent’s decision to ask for help with the people expected to respond. Choose channels that are actively monitored during the agent’s service hours.

Open an Email or Messaging Agent’s behavior settings, enable Human Handover, and choose one or more notification channels. If no usable destination appears, create and test one here first.

Choose destinations that are staffed during the agent’s operating hours. A successful test proves delivery to the channel, not that someone is monitoring it.

Troubleshoot notifications

Test is skipped

The channel may be disabled or have no enrolled recipient. Enable it and complete recipient setup.

Telegram chat does not appear

Open the enrollment link in the intended chat context and press Start, then keep the enrollment dialog open until it refreshes.

Agent handover does not notify

Confirm the handover tool is enabled, the channel is selected for that agent, the channel itself is enabled, and a direct test succeeds.