Notifications

Aimdoc notifications keep your team in the loop when important events happen in a conversation. They are controlled at two levels:

• User-level preferences (who should be notified)
• Agent actions and integrations (what can trigger a notification)

User-level preferences

Each team member can set their own notification preferences in User Settings -> Notification Preferences. These toggles control whether that user receives emails for each event type.

The current user-level notification options are:

• New Interaction Notification: Send an email when a visitor first interacts with the agent.
• New Lead Notification: Send an email when a visitor submits their email.
• Session Active Notification: Send an email when an existing session becomes active again.
• New Question Notification: Send an email when the AI cannot answer a question.
• Escalation Notification: Send an email when a conversation is escalated to a human.
• Buyer Intent Notification: Send an email when buyer intent is detected.
• Assessment Notification: Send an email when a visitor completes an assessment.
• Report Generated Notification: Send an email when a report is generated.

Admins can manage team-wide access by opening User Settings -> Organization Settings and editing notification preferences per teammate.

Escalations: when notifications fire

Escalation notifications only fire when all of the following are true:

• The agent has an Escalations action enabled (the escalation tool must be available).
• At least one teammate has Escalation Notification enabled in their profile.
• If a teammate has Working Hours enabled, they must be within their configured hours to be considered available.

If an escalation targets a specific teammate, only that user is notified by email (when they’re available). Everyone else will not receive the escalation email unless they are the target.

Working Hours are configured per teammate under User Settings -> Working Hours. For setup and behavior, see Live Chat.

Slack notifications

Slack notifications are configured per agent and per channel.

1. Connect Slack under Integrations.
2. Open an agent -> Actions -> Slack notifications.
3. Choose the channel(s) and the notification types you want.
4. Add the Aimdoc bot to those channels so Slack can deliver messages.

Slack notifications support the same event types as email, plus channel-level routing. Some notification types only appear when the corresponding action is configured on the agent (for example, escalations or buyer intent).

See the Slack guide for setup details: Slack Integration

Notification types and triggers

Notifications are sent when these events occur:

• New visitor session (first interaction)
• New lead submitted
• Session becomes active again
• Conversation escalated
• Buyer intent detected
• Assessment completed
• Report generated
• New question flagged

If a notification type is enabled for both the user and the channel (Slack), it will fire when the event happens for that agent.