SMS & Email Notifications
Notifications are how a captured lead becomes a call you actually return. This guide covers configuring them so they are useful rather than ignored.
Configuring Notifications
Go to Dashboard → Notification Settings. You can set separate rules for SMS and email, and route different alerts to different people.
What to Send Where
SMS and email suit different jobs:
- SMS — time-critical alerts only. Hot leads, emergencies, calls needing a fast callback.
- Email — everything else. Full transcripts, daily summaries, routine enquiries.
💡 Tip: Send fewer SMS alerts than feels natural. An owner who gets twelve texts a day stops reading them, and the one that mattered gets missed along with the rest.
Notification Costs
SMS is billed as usage:
- Outbound SMS — $0.08 per message
- Inbound SMS — included for tracking
Email notifications are not metered. Where either would do, email is the cheaper channel.
⚠ Note: Notifications sent to your customers are subject to the SMS and calling policy, including consent and opt-out handling. Internal alerts to your own team are not, but customer-facing messaging is.
Customer-Facing Messages
Beyond internal alerts, SMS can send appointment confirmations, follow-ups after a missed call, and reminders. These require consent handling and honour opt-out requests automatically — see the SMS and Calling Policy for the full requirements.
Recommended Starting Configuration
- SMS to the owner for hot leads and emergency calls only
- Email with full transcript for every captured lead
- Daily email summary to whoever handles follow-up
- No notification at all for calls classified as spam or wrong numbers
✓ Success: Tune from there. The right volume is the volume where every alert still gets read.