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Quick Answers

Combine Quick Answers with notification triggers for critical situations

Working Hours

Triggers fire at any time, including outside working hours

Persona

Configure escalation behavior in the Persona settings

Telegram

Primary delivery channel for notification alerts
Notifications are an alert system that informs you about important events in your AI employee’s conversations. A customer asked for a human agent, confirmed a booking, or filed a complaint — you find out immediately, not hours later. In essence, notifications bridge the gap between your AI employee’s automated work and your personal involvement. The agent handles routine tasks, but in critical situations it passes the baton to you.
Without configured notifications, your AI employee works “in silence”: it responds to customers, but you have no idea when you need to step in. This is acceptable during testing, but risky in production.

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Section Structure

Open the desired AI employee and navigate to the Notifications tab. The section consists of three blocks:
  1. Notification subscription — connect a Telegram channel to receive alerts
  2. Notification webhook — alternative delivery via HTTP POST request to any URL
  3. Triggers — rules that define when to send a notification

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Delivery Channels

Notifications can be received in two ways. You can use both simultaneously.

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Telegram

The primary and simplest method. Notifications arrive in a dedicated Telegram channel that you subscribe to.
1

Open the Notifications tab

Go to the desired AI employee’s card and select the Notifications tab.
2

Click 'Receive notifications'

You will be redirected to Telegram.
3

Subscribe to the channel

Subscribe to the notification channel in Telegram. All triggered alerts will be delivered here.
Subscribe everyone who needs to stay informed: managers, administrators, team leads. Everyone receives the same alerts — no need to configure separately for each person.

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Webhook (HTTP POST)

A webhook is a URL where the system sends data about a triggered event as an HTTP POST request. It is suitable for integration with CRMs, Slack, Notion, Google Sheets, and any service that accepts webhooks.
1

Expand the 'Notification webhook' block

Find the corresponding block on the Notifications tab.
2

Paste the URL

Enter your system’s URL in the webhook field.
3

Save

Each time a trigger fires, the system will send a POST request to the specified address with event data.
Webhooks work great with automation platforms like Make (Integromat), n8n, or Zapier. For example: trigger fires → webhook goes to Make → a task is created in Trello and an email is sent to the manager.

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Triggers

A trigger is a rule: “if this event occurs in a conversation — send a notification.” Without triggers, notifications do not work, even if you have subscribed to the channel.

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Trigger Templates

The platform offers ready-made templates covering the most common scenarios. You can use them as-is or customize them to fit your needs.
TemplateWhen it fires
Need a humanThe customer asks to speak with a live operator, manager, or administrator
Booking confirmationThe customer confirms a booking, order, or appointment
ComplaintThe customer expresses dissatisfaction or reports a problem
Refund requestThe customer asks for a refund or order cancellation

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Creating a Trigger

1

Open the Notifications tab

Go to the desired AI employee’s card.
2

Add a trigger

Click the button to add a new trigger or select one of the templates.
3

Fill in the parameters

Specify the name, firing condition, additional data, and action (details below).
4

Save

The trigger starts working immediately after saving.

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Trigger Parameters

ParameterTypeWhat to specify
Trigger nameText fieldA clear name: “Complaint”, “VIP guest”, “Refund request”
Firing conditionText descriptionThe situation that should trigger the alert — in your own words
Additional data from the conversationText fieldWhat information from the chat to include in the notification
ActionSelectionPause the chat for a set time or force a pause

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Firing Condition

The condition is not keywords or exact phrases. It is a natural-language description of a situation that the AI interprets semantically.
Describe the situation as you would explain it to a new employee: “If the customer says they want a refund, asks about the return process, or complains that the product didn’t suit them — let me know.” This is exactly how the AI evaluates the condition.
Good example:
The customer expresses strong dissatisfaction, complains about service quality, or threatens to leave a negative review
Bad example:
complaint
The more detailed the description, the more accurately the trigger fires. An overly broad description leads to false positives; an overly narrow one leads to missed events.

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Additional Data from the Conversation

This field determines what information the system attaches to the notification. Without it, you only receive the fact that the trigger fired, but no context. What you can request:
  • Customer name
  • Summary of the issue or complaint
  • Dates, order numbers, specific details from the conversation
  • A brief dialogue summary
Example:
Customer name, summary of the issue, and booking number if mentioned

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Action on Trigger

In addition to sending the notification, the trigger can control the agent’s behavior.
ActionWhat happens
Pause chat for N minutes/hoursThe agent stops responding for the specified time. A message like “Connecting you with a manager, please wait” can be sent to the customer
Forced pauseThe agent stops completely until manually resumed
Use a pause for situations where the agent should not respond: complaints, refunds, complex negotiations. For informational triggers (e.g., “booking confirmation”), no pause is needed — the agent can continue the conversation.

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Essential for Any Business

  • Escalation to a human — the customer explicitly asks to speak with a live operator
  • Complaint / negativity — the customer expresses strong dissatisfaction
  • Refund request — the customer wants their money back
  • Booking/order confirmation — for hotels, restaurants, services
  • VIP customer — the customer mentions a large budget or special requirements
  • Technical issue — the customer reports something not working
  • Request beyond agent’s scope — anything the agent cannot answer
Start with 2-3 triggers. Monitor for a week: if there are too many notifications, narrow the conditions. If important situations slip through, add new triggers or broaden existing ones.

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Practical Examples

Condition: The customer says they have an urgent legal question, asks to speak with a lawyer, or describes a situation requiring immediate legal advice.Additional data: Customer name, summary of the issue, contact details if provided.Action: Forced pause.
Condition: The customer confirmed a booking, agreed to the terms, and is ready to check in.Additional data: Guest name, check-in and check-out dates, number of guests, selected room.Action: No pause.
Condition: The student asks for a course refund, complains that the course was not suitable, or inquires about the refund process.Additional data: Student name, course name, reason for the refund.Action: Chat pause for 30 minutes.
Condition: The customer expresses strong dissatisfaction, threatens a negative review, or describes a serious issue with their order.Additional data: Customer name, order number, summary of the problem.Action: Chat pause for 15 minutes.

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Integration with Other Sections

Quick Answers handle routine situations automatically (sending addresses, schedules, etc.), while notification triggers bring in a human for non-standard cases.Quick Answers also have a Send notification toggle — you can enable it for critical Quick Answers (e.g., when a complaint-related Quick Answer is triggered).Tip: Use Quick Answers for standard situations and notification triggers for non-standard ones.
Triggers fire at any time, including outside Working Hours. A notification will arrive even at 3 AM if a customer writes at that time. This is a plus — you won’t miss anything. However, a chat pause at night may be useless if no manager is available.
In the Persona’s “Escalation” block, you can describe how the agent should behave before handing off to a human. For example: “If the customer asks for a manager — say you are connecting them with a specialist and ask them to wait.” This works hand-in-hand with the “Need a human” trigger.

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Settings Summary

SettingTypeDescription
Receive notificationsButtonOpens the Telegram channel for subscription
Notification webhookURLAddress for sending notifications to external systems (HTTP POST)
Trigger nameText fieldCustom name for the trigger
Firing conditionText fieldNatural-language description of the situation
Additional dataText fieldWhat information from the chat to include in the notification
ActionSelectionTimed pause or forced pause

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FAQ

Yes. Use a webhook — enter your system’s URL. Webhooks can send notifications to any service: CRM, email, messenger, spreadsheet.
Not directly. However, through a webhook and an automation platform (Make, n8n, Zapier), you can set up email delivery in minutes.
There is no limit. However, it is recommended to keep it under 5-7 per employee — otherwise you will receive too many notifications.
Check the firing condition. It is likely too narrow or imprecisely described. Describe the situation in detail, in your own words — these are not keywords.
Narrow the condition: add clarifications, exclusions, and specifics. Instead of “the customer asks a question,” write “the customer asks a question that the agent cannot answer and explicitly expresses dissatisfaction.”
Notifications are sent almost instantly. If there is a delay, check your internet connection or webhook status.
Via Telegram — no, all channel subscribers receive the same alerts. Via webhook — yes: different triggers can send data to different URLs.
Trigger checks consume a minimal number of tokens — this will not noticeably affect your budget.