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A customer asked for a manager, started a fight, or agreed to a booking — you want to know right away, not in the evening when you check your chats. Notifications send you the gist of the conversation in Telegram, along with a button to jump right into it.

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Subscribe

Open the AI Employee → Notifications tab and click Get notifications. The platform redirects you to Telegram — tap Start there, and all notifications from this employee will come to your phone.
The Notifications tab: the Subscribe to notifications block with the Get notifications button
To have a colleague receive notifications too, click the same button and copy the link — send it to a manager, administrator, or supervisor. Everyone who follows it and taps Start will receive the same notifications.
Here’s what a notification looks like: the employee’s name, the channel, the customer’s message, the employee’s reply, and the summary you asked for.
A Conflict situation notification in Telegram: employee, channel, customer details, incoming message, employee reply, additional data, and the Open chat button
At the bottom is the Open chat button: it takes you straight to this conversation, so you don’t have to search for it among your chats. One click and you’re replying to the customer yourself.
You can receive notifications right inside your portal — in a chat with specific staff members, without setting up Telegram.
1

Create a webhook in Bitrix24

Applications → Webhooks → Add webhook → Inbound webhook.
2

Select permissions

Chat and notifications (im) and Users (user_basic).
3

Paste the URL into AI TEXTURA

Copy the webhook URL, expand the Bitrix24 block on the Notifications tab, paste the URL, and click Load users.
4

Choose recipients

In the User IDs field, select who should receive notifications and click Save.
That leaves a webhook: notifications are sent to your URL, and from there you route them wherever you like — your own system, email, another messenger. This is a job for a developer.Expand the Notification webhook block, paste the URL into the Webhook URL field, and click Save. The platform sends a POST request with JSON: the fields event, version, timestamp, data. The Show webhook format button shows the exact format.An empty field disables the webhook.

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Set up a trigger

A trigger is a rule that sends a notification. It isn’t set for the employee as a whole but for a channel: in each trigger, you choose which channel’s conversations it watches. Until you have triggers, nothing will arrive, even if you’ve subscribed.
Trigger templates, the Add new trigger button, and the list of created triggers
Pick one of the templates — Human needed, Booking confirmed, Agent made a promise — or click Add new trigger. The settings window opens.
Trigger settings window: name, direction, working channel, condition, and additional data
The notification’s title — you’ll see it when the trigger fires. Make it clear at a glance: “Manager needed in chat,” “Send an invoice,” “Conflict.”
Describe in your own words the moment you want a notification for. These aren’t keywords: a separate AI reads the conversation and decides whether the event has happened.
When the customer asks to bring a human into the chat — an operator, manager, or administrator
When the customer asks for an invoice
Here you list what you want to see in the notification itself: all booking details, full name, order total, a brief summary of the request.It works the same way: the AI reads the whole conversation and pulls a short summary from it — only the data you asked for. Without this field, you get the bare fact that the trigger fired, with no context.
The channel the trigger is tied to: if you choose Telegram, it watches only Telegram conversations. Until a channel is selected, the notification will never arrive.
This determines how you phrase the condition. For incoming: “when the customer asks for a refund”; for outgoing: “when the employee promised to call back.”
Besides sending a notification, a trigger can stop the employee so it doesn’t interrupt the manager.
You can create up to 10 triggers per channel.

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How to test

Notifications come only from channels — Telegram, WhatsApp, Bitrix24, amoCRM. They don’t work in the account’s test chat, so test them this way:
1

Connect a channel

One is enough; the fastest is a Telegram bot.
2

Set up a trigger for that channel

Take the Human needed template and select the channel in the Working channel field.
3

Subscribe

Click Get notifications, then Start in Telegram.
4

Write "I need a manager" to the bot

Or take the conversation to the point where the employee promises to pass the question to a human.
5

Receive the notification

It contains all the important information from the conversation — and a button to open it.

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FAQ

The employee only said it. That phrase comes from the escalation rules in the Persona, which control what the customer reads in the chat. Handing the conversation over to you is the trigger’s job, and it’s a separate feature: until a trigger exists, the employee will keep making empty promises.
That’s expected: the account’s test chat doesn’t send them. Test your setup by chatting in a connected channel — for example, a Telegram bot.
The condition is vague or too narrow. Rewrite it in the first person and in more detail: not “complaint,” but “when I complain about service quality or threaten to leave a negative review.” Also check that the trigger is active and the right working channel is selected.
The condition is too broad. Add specifics: instead of “when I ask a question,” use “when I ask a question the employee couldn’t answer and express dissatisfaction.”
Add it to the Additional data in the message field: name, booking number, total, the gist of the request. The AI includes only what you listed.
Not directly. With a webhook and an automation service like Make, n8n, or Zapier, you can set up email in a few minutes.

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What’s next

Channels

Connect a channel — notifications don’t arrive without one

Persona

Escalation rules: when the employee promises to call a human

Quick Answers

Handle common situations with preconfigured answers

Additional Settings

The “Start AI” command and other employee behavior toggles