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.
Visitor Identified Notification: Send an email when a visitor is identified and enriched with person/company data.
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 fire when the escalation tool is available through an active Skill or the legacy Escalations action, and at least one eligible teammate is available.

With Notify everyone, eligible teammates must have Escalation Notification enabled to receive email.
With Round-robin or another directed route, the assigned teammate receives the escalation email even if that preference is off. Other teammates do not receive the assignment email.
If a teammate has Working Hours enabled, they must be within their configured hours to be considered available.

Slack escalation messages mention the assigned teammate when Slack can resolve their email. Working Hours are configured per teammate under User Settings -> Working Hours. For setup and routing behavior, see Live Chat.

Slack notifications

Slack notifications are configured per agent and per channel.

Connect Slack under Integrations (reconnect if you need Live Chat Takeover permissions).
Open an agent -> Actions -> Slack notifications.
Choose the channel(s) and the notification types you want.
Add the Aimdoc bot to those channels so Slack can deliver messages.
Optionally enable Live Chat Takeover on channels that receive Session Escalation, so reps can reply to the visitor from the Slack thread.

Slack notifications support the same event types as email, plus channel-level routing. Session Escalation is always available to enable per channel. Some other types only appear when the corresponding action is configured on the agent (for example, buyer intent, assessments, or reports).

See the Slack guide for setup details and live chat behavior: 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
Visitor identified (visitor enriched with person/company data)
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.

Account owner personalization

When Aimdoc matches a visitor or contact to a Salesforce or HubSpot account by domain, eligible notifications can include the matched account and CRM account owner. If the owner's email matches an Aimdoc teammate with that notification enabled, email and Slack alerts personalize around the account they own.

This applies to new visitor, new contact, session active, escalation, and visitor identified notifications. See Accounts: CRM account owners.

Escalation skills can also assign a matched, available CRM account owner directly, notify them as an FYI while routing to another rep, or show their name as context without notifying them. See Route human escalations.