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 escalation 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 escalation.

The Versafy channel under Provided by Versafy has no on/off switch and cannot be deleted: it is what account alerts fall back to when nothing else can deliver them. To receive those alerts somewhere else, select your own channels under Account alerts — the Versafy channel then stays out of the way. Its recipients remain editable.

Select channels for escalation

Selecting escalation 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.

A new agent arrives with Versafy (system email) already selected, so escalation alerts reach your workspace owner’s email from the start. To send them elsewhere, open an Email or Messaging Agent’s behavior settings, make sure Escalate to Human is on, 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.

Choose where account alerts go

Account alerts concern the workspace as a whole rather than one conversation, so they are routed once here instead of per agent. Find the Account alerts card on this page and pick one or more channels. Leave it empty and Versafy emails your account owner from its own address — the card shows which address that is, and nothing needs connecting for it to work.

The card lists the addresses and chats each selected channel actually delivers to, so a channel named “Ops” pointing at someone’s personal inbox is visible before an alert goes to the wrong person. The same addresses are shown on every channel in the list above.

A channel that cannot deliver — switched off, no recipients, no Telegram chat started — stays in the list, crossed out and marked with the reason, and the Versafy channel is shown as the destination that takes over. What you see is where the next alert really goes.

One selection covers every account alert: a low balance, a depleted balance, a reached spending limit, an expired plan, and a Messaging Agent that cannot answer customers. A channel that cannot deliver yet — a Telegram bot nobody has started, an email channel with no recipients — is skipped automatically, and the alert falls back to your account owner rather than going missing. The weekly Conversation Quality digest has a card of its own, described next.

Choose where the Conversation Quality digest goes

The Conversation Quality digest is a weekly report on your messaging agents: how they did, what waits for your decision, what they learned by themselves and the questions they didn’t resolve. Send it to the people who act on it — for example, a team lead’s Telegram chat rather than the inbox that receives billing alerts.

Find the Conversation Quality digest card on this page. Pick one or more channels and select Save. To stop the digest, turn Send this notification off and select Save. Leave the selection empty and Versafy emails your account owner. Until you save a choice here, the digest goes wherever your account alerts go. Like the account alerts card, it lists the addresses and chats the digest will actually reach.

To see what the digest looks like, select Send test. The latest week in which your agents had conversations is sent right away to the destinations listed on the card, marked as a test; the regular digest still arrives on Wednesday.

If Conversation Quality is turned off for your workspace, the card says so and nothing on it can be changed: no digest is sent until the feature is turned back on.

Alerts you receive automatically

Some alerts are not selected per agent — they tell you the product has stopped doing something you are paying for, so they arrive on their own.

Your agent cannot answer customers. Sent when messages arrive on a Messaging Agent channel while the agent is blocked: your balance ran out, you reached your spending limit, the agent is switched off, or your workspace is deactivated. At most one alert a day per cause. It goes to the destinations you chose under Account alerts on this page, or to your account owner if you chose none, and it cannot be turned off. See Messaging Agents.

Credits expiring soon. A few days before top-up credits, credits added by the platform team, partner earnings or referral bonuses expire, you receive one notice with the amounts and dates, so you can use them first. Each batch of credits is announced once. It goes to the same destinations.

Your plan has expired. Sent when the access period of your plan ends: your agents stop and everything except Billing is locked until you upgrade. It goes to the same destinations and cannot be turned off.

Balance and spending alerts follow the same destinations, and so do balance top-up confirmations, however the top-up was paid for — see Billing.

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.

The test digest is not sent

Send test needs a recent week in which your agents had conversations; if the last two months had none, you are told so and nothing is sent. It is also unavailable while the digest is switched off on its card.

Agent escalation does not notify

Confirm Escalate to Human is enabled, the channel is selected for that agent, the channel itself is enabled, and a direct test succeeds.