Documentation

Email Notifications

Receive email alerts for important events and conversation activity.

Set up email notifications to stay informed about customer conversations, escalations, and team activity.

What You Get

  • Escalation alerts when customers need human help
  • Daily digests of conversation activity
  • Unresponded alerts when customers are waiting
  • Team activity notifications

Setting Up Email Notifications

Email notifications are configured through your tahc dashboard. Contact your account administrator or [email protected] to set up notifications for your workspace.

Email notification settings are managed at the workspace level. Contact your team admin to configure notification preferences.

Notification Types

Escalation Alerts

Sent immediately when AI escalates a conversation:

Includes:

  • Customer name and email
  • Escalation reason
  • Conversation excerpt
  • Direct link to conversation

Best for:

  • On-call support team
  • Managers needing visibility
  • Backup notification channel

Customer Waiting

Sent when a customer has been waiting:

Timing options:

  • After 5 minutes
  • After 10 minutes
  • After 15 minutes

Includes:

  • Customer details
  • Wait time
  • Last message
  • Link to respond

Daily Digest

Summary of the day's activity:

Includes:

  • Total conversations
  • AI resolution rate
  • Escalation count
  • Average response time
  • Conversations still open

Sent: Each morning at your configured time

Weekly Report

Comprehensive weekly summary:

Includes:

  • Week-over-week comparison
  • Top topics discussed
  • Busiest times
  • Team performance
  • Knowledge gaps identified

New Conversation

Sent for every new conversation:

This can generate many emails. Consider using Slack for high-volume real-time alerts.

Configuring Recipients

Individual Notifications

Different emails for different events:

NotificationRecipients
Escalations[email protected]
Daily Digest[email protected]
Waiting Alerts[email protected]

Team Distribution

Send to multiple addresses:

  • Add email addresses separated by commas
  • Or use a distribution list
  • Or forward to team inbox

Role-Based Routing

Configure in orchestrations:

Condition: url_contains: /enterprise
Action: notify_team (email: [email protected])

Email Content

Escalation Email Example

Subject: Escalation: John Smith needs help

Customer: John Smith ([email protected])
Page: https://yoursite.com/pricing
Time: Jan 15, 2025 at 2:34 PM

Conversation:
--------------
John: I have a question about enterprise pricing
AI: I'd be happy to help with pricing! Our plans start at...
John: No, I need to talk to someone about custom pricing

Reason: Customer requested human agent
Confidence: 42%

[View Conversation] [Claim Conversation]

Daily Digest Example

Subject: tahc Daily Digest - Jan 15, 2025

Yesterday's Summary:
--------------------
Total Conversations: 47
AI Resolved: 38 (81%)
Human Handled: 9 (19%)

Response Time:
- AI: Instant
- Human: 4m 23s average

Still Open: 3 conversations
[View Open Conversations]

Top Topics:
1. Pricing questions (12)
2. How to get started (8)
3. Technical integration (6)

Potential Knowledge Gaps:
- "custom enterprise pricing" (asked 4 times, low confidence)
- "API rate limits" (asked 3 times, escalated)

[View Full Analytics]

Advanced Settings

Business Hours

Only send during work hours:

  1. Configure your business hours
  2. Enable "Business hours only"
  3. Notifications queue and send when you're online

Quiet Hours

Prevent late-night notifications:

  • Set quiet hours (e.g., 10 PM - 7 AM)
  • Notifications held until morning
  • Or redirect to on-call email

Digest Timing

Configure when digests arrive:

  • Daily: Choose time (e.g., 9:00 AM)
  • Weekly: Choose day and time
  • Timezone based on your settings

Threshold Alerts

Get alerted for unusual activity:

  • More than X escalations per hour
  • Response time exceeding Y minutes
  • Customer satisfaction drops

Email Formatting

HTML Emails

Rich formatting with:

  • Clickable buttons
  • Conversation excerpts
  • Customer avatars
  • Quick action links

Plain Text Option

For compatibility:

  • Enable plain text alternative
  • Works in all email clients
  • Simpler formatting

Integration with Email Tools

Gmail Filters

Set up filters for organization:

  • Label tahc emails automatically
  • Star escalations
  • Archive digests after reading

Outlook Rules

Create rules to:

  • Move to specific folder
  • Flag for follow-up
  • Forward to team

Shared Inboxes

Works with:

  • Google Workspace shared mailboxes
  • Microsoft 365 shared mailboxes
  • Help desk email integrations

Troubleshooting

Not Receiving Emails

  1. Check spam/junk folder
  2. Verify email address is correct
  3. Check notification settings are enabled
  4. Whitelist [email protected]

Too Many Emails

  1. Reduce notification types
  2. Use digest instead of real-time
  3. Switch to Slack for high-volume
  4. Set up filters in email client

Delayed Emails

  1. Check for email server delays
  2. Verify quiet hours settings
  3. Check business hours configuration

Emails Going to Spam

Add to safe senders:

Or whitelist the tahc.ai domain.

Best Practices

Don't Over-Notify

  • Start with fewer notifications
  • Add more as needed
  • Consider Slack for real-time

Use Digests

  • Daily digest for overview
  • Real-time only for urgent items
  • Weekly for trends

Set Up Filters

  • Organize in email client
  • Prioritize escalations
  • Archive when handled

Backup Channel

Use email as backup to Slack:

  • Primary: Slack for real-time
  • Backup: Email for escalations
  • Summary: Daily digest

Next Steps

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