Notifications
Two things tell you about a call: an email, and the bell in the app. There's one decision to make, which is how often the emails arrive.
Email, and the one decision
Email goes to your account email address. By default you get one per call, carrying the summary: who rang, what they wanted, what was agreed.
If that's too many, the daily digest replaces them with a single email covering the day, sent at an hour you choose. It's in the agent's Settings tab under Call Summary Emails.
Early morning suits reading yesterday's calls with your coffee; the end of the day suits closing things out. The point of a digest is to stop thinking about calls at other times, so pick one and leave it.
The digest only batches routine summaries. These always arrive straight away:
- Callback requested, when someone asks for a human
- Subscription emails, when yours is requested, activated, about to expire or ended
- A warning as you approach your included minutes
The setting belongs to the agent, so a busy agent can be on a digest while a quiet one still emails per call.
Start with per-call emails for your first week or two, while you're still tuning the agent. Switch to the digest once you trust it.
Badges in the app
Calls appear in the app's notification bell as they finish, with short badges that tell you what happened without opening anything:
| Badge | Meaning |
|---|---|
| New customer | First call from this number |
| Callback requested | The caller asked for a human. These are the ones to act on |
| Booked | An appointment was made, with the time |
| Moved to | An appointment was rescheduled, with the new time |
| Cancelled | An appointment was cancelled |
The last four also appear against each call in the Conversations list, so you can see the same thing whether you came from the bell or went looking.
Texts
SMS notifications are in beta. Callback texts work, but you can't switch them on yourself yet. Email team@dialup.lv and we'll enable them for your agent. Texted call summaries are still being built.
Your notification phone number, in the agent's Settings tab, is where Dialup texts you. Enter it in full international form with the country code; a number that can't be reached is a notification that silently doesn't arrive. Each agent has its own, so different agents can notify different people.
This is not your public phone, and it's the field people most often confuse. The public phone is read out to callers who ask how else to reach you. The notification phone is only ever used to text you. They can be the same number, but where the public number is a shared office line they shouldn't be.
Leaving it empty is fine. You get nothing by text and rely on email and the app.
Separately from all of this, a caller who books an appointment gets a confirmation text automatically. That one is about them, not you, and isn't affected by the beta above.