Notification Emails — Three Categories

Allison Voice sends three kinds of notification emails. Each kind has an independent enable toggle and its own recipient list, so you can route different concerns to different inboxes (or mute categories you don't want).

The categories, as they're labeled in Settings:

• Call notifications: live operational stuff. New messages from callers, callback requests, escalations, orders.
• Quality and performance: Watchtower weekly digest, score-drop alerts, score-recovery confirmations, trend alerts.
• Billing and payments: payment lifecycle. Successful charges, payment failures, cancellation confirmations.

Where to configure

Dashboard → Settings → Notifications.

The Notifications card has three sections, one per category. Each section has:

• A toggle to enable or disable the category
• A list of recipients (email addresses) who get notifications when that category fires
• An input to add new recipients (validated for email format, with a + button or Enter key to commit)

Recipients are per-category, not one shared list. You can route call notifications to ops@yourbusiness.com, quality reports to manager@yourbusiness.com, and billing to finance@yourbusiness.com, or send everything to one inbox.

If a category is enabled but has zero recipients, the system falls back to the email of the first admin user on your organization so notifications never get silently lost. To change the fallback target, either add explicit recipients to the category or rotate the admin role.

Call notifications

Fires for events tied to individual customer calls:

• Message taken: a caller asked you to pass on a message
• Callback requested: a caller asked someone to call them back
• Escalation triggered: an escalation rule fired (a transfer, or a message taken when a transfer wasn't possible)
• Order taken: for businesses with order-taking enabled, a caller placed an order
• Couldn't take a call: a rare technical issue kept your agent from answering. The email says who called and what happened next: connected to your fallback number, fallback didn't answer, or (if no fallback number is set) the caller heard a brief apology. Sent so you can call the person back right away.

When they fire:

• Callback notifications fire mid-call (the moment your agent commits to the action), so the team can act in real time while the caller is still on the line.
• Message-taken, escalation, and order-taken notifications fire post-call, usually within a minute of the call ending. (The call.escalation_triggered webhook still fires mid-call for integrations that need real-time alerts.)
• Couldn't-take-a-call notifications fire within moments of the affected call.

Per-team-member routing

If during a call the agent identified a specific team member as the intended recipient (caller asked for them by name, transferred to them, or an escalation rule routed to them), that member's email is automatically appended to the org-wide call recipients for that one notification. They get a direct copy alongside the operations inbox. Case-insensitive dedupe means no duplicate emails if the team member is already in the recipients list.

Example: caller says "I need to talk to Sarah about my account." Your agent routes the call (or takes a message for Sarah). Sarah gets the message email directly in her inbox, the org-wide call recipients also get it.

Quality and performance

Fires for Watchtower (call quality monitoring) events:

• Weekly digest: a start-of-week summary with health score, category pass rates, and the checks that failed this week with a quoted example each
• Score-drop alert: when your health score drops below 70 for the first time, or drops by 3+ points after a prior alert
• Score-recovery email: when your score crosses back above 70 after a prior alert
• Trend decline alert: three consecutive declining snapshots in a row

These are summary signals, not per-call. Useful for managers who care about the overall quality picture without wanting every single call notification.

If you don't have Watchtower scoring active (e.g., you don't have enough scored calls yet), no quality emails fire.

Billing and payments: Always On

Billing notifications can't be disabled. The toggle on the billing section is replaced with an "Always on" pill.

Why: billing is service-critical. A silent payment failure could lead to service suspension; we never want a subscriber to find out their card was declined three weeks ago and their phone has been off the whole time.

You can still change recipients on the billing category, just not turn it off entirely. If you want billing to go to your finance email instead of the founder's inbox, set the recipients accordingly.

Billing notifications include:

• Payment successful (with PDF receipt attached)
• Payment failed (with retry timing)
• Payment reminder (before retry)
• Final payment warning (before service suspension)
• Subscription cancelled (after explicit cancellation)
• Subscription cancel scheduled (cancel-at-period-end confirmation)
• Subscription ended (when the period-end finalization fires)

Adding and removing recipients

Type an email into the input field, press Enter or click + to add. The address is validated for email format before it's accepted.

Remove a recipient by clicking the × next to their entry. Changes take effect when you click Save.

If you have a typed-but-not-yet-added email in the input field when you click Save, it gets added automatically, so there is no need to remember to press Enter first. If that typed text isn't a valid email address, Save stops and tells you, so you can fix it or clear it.

Configuring via chat

You can also tell Allison to manage call and billing recipients via the dashboard chat:

• "Add finance@yourbusiness.com to billing notifications"
• "Remove sarah@example.com from call notifications"

Allison reads the current state, confirms the change with you, and saves it. Quality-and-performance recipients, and turning any category on or off, are done in the dashboard.

What's not yet supported

A few capabilities are deliberately deferred:

• Per-event notifications. Today the categories are at the category level: call notifications include messages, callbacks, escalations, and orders together. There's no toggle to receive only escalations but not message-takens, for example. If you want fine-grained control, your endpoint can subscribe to webhooks (per-event) instead of email.
• Daily / weekly digest version of call notifications. Call notifications are real-time per-event. There's no daily summary email of "here's the calls that came in today." Watchtower's weekly digest is the closest analog but it's quality-focused, not transaction-focused.
• SMS notifications: email only today.
• Slack / Teams native integration for notifications: not built. Use webhooks + Zapier to land notifications in Slack today.
• Per-recipient muting: recipients can't individually mute themselves; an admin has to remove them from the recipients list. (Each recipient's own email client filters help here.)
• Custom notification copy: the email body templates are platform-managed. You can't customize the wording.