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Notifications are an alert system that informs you about important events in your AI employee’s conversations. A customer asked for a human, confirmed a booking, complained about service — you find out immediately, not hours later. In essence, notifications bridge automated AI work and your personal involvement. The employee handles routine, but in critical situations it passes the baton to you.
Agent Notifications tab — delivery channels, templates, and trigger list

Quick Answers

Automated reactions with an optional notification

Working Hours

Triggers fire outside working hours too

Persona

Configure escalation behavior

Channels

Notifications work across all connected channels
Without configured notifications, the AI employee works “in silence”: it replies to clients, but you don’t know when to step in. That’s fine for testing, but risky in production.

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Video walkthrough

End-to-end overview of notifications: how to set up triggers, on which channels, and which conditions to define.

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Section structure

Open the AI employee and switch to the Notifications tab. The section consists of:
  1. Delivery channels — Telegram (via @aitexturanotificationbot), Webhook (HTTP POST), Bitrix24
  2. Trigger quick-create templates — “Need a human”, “Booking confirmed”, “Agent made a promise”
  3. Trigger list — up to 10 active triggers per agent (Name, Active, Direction, Connected channel, Actions)
  4. Add new trigger button — opens the full form
Limit — up to 10 triggers per agent. If you need more notifications, revisit the wording: several narrow triggers can often be merged into one with a more general condition.

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Delivery channels

You can receive notifications in two ways. Both can be used at the same time.

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Telegram

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

Open the Notifications tab

Go to the 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 per-person setup required.

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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. Suitable for integrating 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 pair well 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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Bitrix24 — the third delivery channel

In addition to Telegram and Webhook, notifications can be delivered straight into Bitrix24 — to a specific user or to a chat inside the portal. Convenient for teams that already work in Bitrix24 and don’t want a separate Telegram channel to watch. See the Routing notifications to Bitrix24 section below for details.

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Triggers

A trigger is a rule: “if a specific event happens in a chat — send a notification.” Without triggers, notifications won’t fire even if you’ve subscribed to the channel.

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Trigger templates

The platform provides three ready-made templates for one-click trigger creation. Each template creates a trigger with default conditions and parameters — use as-is or refine.
TemplateWhen it fires
Need a humanThe client asks to be connected to a live operator, manager, or administrator — the main escalation template
Booking confirmedThe client confirmed a booking, order, or appointment — capture the fact
Agent made a promiseDuring the conversation, the agent promised something to the client (callback, send data, check with manager) — the manager should follow through

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Creating a trigger

'Add new trigger' modal — firing parameters and actions
1

Open the Notifications tab

Go to the AI employee’s card.
2

Add a trigger

Click Add new trigger or pick one of the three templates (“Need a human”, “Booking confirmed”, “Agent made a promise”).
3

Fill in the parameters

Set the name, direction, working channel, condition instruction, additional data, and pause type (details below).
4

Save

The trigger starts working immediately after saving. Remember the limit — no more than 10 active triggers per agent.

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Trigger parameters

ParameterTypeWhat to specify
NameText fieldA clear name: “Complaint”, “VIP guest”, “Refund request”
ActiveToggleTemporarily disable the trigger without deleting it
When to fireChoice: On incoming / On outgoingOn client messages or agent messages (see below)
Working channelMulti-selectWhich connected channels of the agent activate the trigger
When to use? (condition)Text field, requiredPlain-language description of the situation
Additional data in the messageText fieldWhich information from the chat to include in the notification
Chat pauseChoiceRegular pause (10–20 min with auto-resume) / Forced pause (manual resume only)

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“On incoming” vs “On outgoing”

This is the key parameter that determines what the trigger inspects.
ModeWhat is checkedTypical scenarios
On incomingA message from the client”Client asks for a human”, “Client complains”, “Client asks for a refund”
On outgoingA message from the agent”Agent promised a callback”, “Agent quoted a price”, “Agent confirmed a booking”
The “Need a human” and “Booking confirmed” templates work on incoming (the trigger fires on the client’s message). The “Agent made a promise” template works on outgoing (the trigger fires when the agent itself wrote something to the client).

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Firing condition

The condition is not keywords or exact phrases. It’s a natural-language description of a situation that the AI evaluates by meaning.
Describe the situation as you would explain it to a new hire: “If the client says they want a refund, asks about the return process, or complains the product didn’t suit them — let me know.” That’s exactly how the AI evaluates the condition.
Good example:
The client expresses strong dissatisfaction, complains about service quality, or threatens to leave a negative review
Bad example:
complaint
The more detail you put into the description, the more accurately the trigger fires. Too broad — false positives. Too narrow — missed events.

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Additional data from the conversation

This field defines what information the system attaches to the notification. Without it, you’ll only know the trigger fired — without context. What you can request:
  • Client name
  • Summary of the question or complaint
  • Dates, order numbers, specific details from the conversation
  • A brief dialogue summary
Example:
Client name, summary of the issue, and booking number if mentioned

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Action on firing — chat pause

In addition to sending a notification, a trigger pauses the chat. Two modes are available:
Pause modeWhat happensWhen to use
Regular pauseThe agent stops for 10–20 minutes, then auto-resumes if the client writes and the manager hasn’t reactedInformational triggers, soft escalation — the manager sees the alert, but if busy, the AI keeps the conversation going
Forced pauseThe agent stops until manually resumed by the manager (via the interface) or the Start AI command is sent in the chatComplaints, refunds, manager escalation — critical scenarios where the AI must not “interrupt”
For complaints, negativity, and refunds, use Forced pause — it prevents the AI from “hijacking” the conversation back from the manager 10–20 minutes later. For informational triggers (“booking confirmed”, “agent made a promise”), a Regular pause or none at all is enough.

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Essential for any business

  • Escalation to a human — the client explicitly asks for a live operator
  • Complaint / negativity — the client expresses strong dissatisfaction
  • Refund — the client wants their money back
  • Booking/order confirmation — for hotels, restaurants, services
  • VIP client — the client mentions a large budget or special requirements
  • Technical issue — the client reports something not working
  • Out-of-scope request — anything the agent can’t answer
Start with 2–3 triggers. Watch for a week: if you get too many notifications, narrow the conditions. If important events slip through, add or broaden triggers. Remember the limit — up to 10 active triggers per agent.

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Routing notifications to Bitrix24

In addition to Telegram and Webhook, AI TEXTURA can deliver notifications straight into Bitrix24 — to a specific user or a chat inside the portal. Convenient for teams that already work in Bitrix24 and don’t want to maintain a separate Telegram channel.

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Video walkthrough: notifications in Bitrix24

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What’s required for Bitrix24 routing

RequirementWhere
Bitrix24 channel connected, or a Bitrix24 talent with im, imbot, imopenlines permissions/en/channels/bittrix24 and/or /en/guides/talents
The trigger is set to deliver to Bitrix24 (the corresponding delivery channel is selected in the trigger form)On the agent’s Notifications tab
The Bitrix24 channel and the Bitrix24 talent are separate connections, but for notifications either one is enough (preferably the one configured with im/imbot/imopenlines). See Talents → Bitrix24.

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Setup

1

Connect Bitrix24 to the agent

Connect the Bitrix24 channel or the Bitrix24 talent with permissions to send chats and notifications.
2

Create or open a trigger

On the Notifications tab, click Add new trigger (or open an existing one).
3

Select Bitrix24 as the delivery channel

In the trigger form, in the delivery block, choose Bitrix24 (in addition to Telegram and Webhook).
4

Specify the recipient

It can be a specific Bitrix24 user (by ID) or an open line / chat that should receive the notification.
5

Save and test

Run a test chat that should match the condition and verify the notification arrives in Bitrix24.
For teams that run all conversations inside Bitrix24 (CRM + Open Lines), routing notifications into the portal creates a single working surface — managers don’t have to switch apps.

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Real-world examples

Condition: The client says they have an urgent legal question, asks to speak with a lawyer, or describes a situation requiring immediate legal advice.Additional data: Client name, summary of the issue, contact details if provided.Action: Forced pause.
Condition: The client 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 the course wasn’t suitable, or asks about the refund process.Additional data: Student name, course name, reason for the refund.Action: Chat pause for 30 minutes.
Condition: The client expresses strong dissatisfaction, threatens a negative review, or describes a serious order issue.Additional data: Client 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 the address, the schedule, etc.), while notification triggers bring a human into the loop for non-standard cases.Quick Answers also have a Send notification toggle — enable it for critical Quick Answers (for example, a complaint trigger).Tip: Use Quick Answers for routine situations and notification triggers for the non-standard ones.
Triggers fire at any time, including outside Working Hours. A notification will arrive even at 3 AM if the client wrote then. That’s a plus — you won’t miss anything. But a chat pause overnight may be useless if no manager is on call.
In the Persona’s “Escalation” block, you can describe how the agent should behave before handing off to a human. For example: “If the client 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 notifications (Telegram)ButtonOpens the @aitexturanotificationbot Telegram channel for subscription
Notification webhookURLAddress for sending notifications to external systems (HTTP POST)
Bitrix24Delivery channelDirect delivery into the Bitrix24 portal
NameText fieldCustom trigger name
ActiveToggleTemporarily disable without deleting
When to fireOn incoming / On outgoingOn client message or agent message
Working channelMulti-selectWhich channels the trigger is active on
When to use? (condition)Text fieldPlain-language description of the situation
Additional dataText fieldInformation from the chat to include in the notification
Chat pauseRegular / Forced10–20 min with auto-resume or manual resume

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Limit

LimitValue
Active triggers per agent10

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FAQ

Yes. Use a webhook — enter your system’s URL. Webhooks can deliver to any service: CRM, email, messenger, spreadsheet.
Not directly. But via a webhook plus an automation platform (Make, n8n, Zapier), you can wire up email delivery in minutes.
The limit is up to 10 active triggers per employee. In practice, 3–5 cover the vast majority of scenarios. If you hit the limit, revisit the wording — several narrow triggers can often be merged into one with a more general condition.
On incoming — the trigger checks client messages (classic escalation: “client asked for a human”, “client complained”). On outgoing — the trigger checks agent messages (“agent promised a callback”, “agent quoted a price”). The “Agent made a promise” template is an “On outgoing” example.
Regular pause — 10–20 minutes with auto-resume if the client writes and the manager hasn’t reacted. Forced pause — until manually resumed (through the interface) or the Start AI command is sent in the chat. Forced pause is needed for complaints, refunds, and escalation, so the AI doesn’t “hijack” the conversation back from the manager.
Yes. It’s the third delivery channel alongside Telegram and Webhook. Connect the Bitrix24 channel or talent with permissions to send messages (im, imbot, imopenlines), then select Bitrix24 in the trigger form. See Routing notifications to Bitrix24.
Check the firing condition. It’s likely too narrow or imprecisely described. Describe the situation in detail, in your own words — these aren’t keywords.
Narrow the condition: add qualifications, exclusions, specifics. Instead of “the client asks a question”, write “the client asks a question that the agent can’t answer and explicitly expresses dissatisfaction”.
Notifications are sent almost instantly. If there’s a delay, check your internet connection or the webhook status.
Via Telegram — no, all channel subscribers get the same alerts. Via webhook — yes: different triggers can send data to different URLs.
Trigger checks consume a minimal number of tokens — they won’t noticeably affect your budget.