Notification

Collect information from callers and send email notifications for voicemail, leads, support tickets, and more.

Overview

The Notification node gathers information from callers through natural conversation and automatically sends email notifications to your team. Use it to capture voicemails after hours, collect sales leads, create support tickets, or gather any custom information you define.

The AI assistant asks callers for the information you configure, collects their responses conversationally, and then emails the collected data to your specified recipients. The caller’s phone number is always included automatically.

Configuration

Notification Type

Type: select Required: Yes Default: Voicemail

Choose a pre-built template or create a custom notification:

Selecting a template automatically configures recommended fields, but you can customize them afterward.

Recipient Emails

Type: text Required: Yes Default: None

Enter the email addresses that should receive notifications. Separate multiple addresses with commas.

Example:

sales@company.com, support@company.com

Use team distribution lists to ensure notifications reach the right people without maintaining individual addresses.

Fields to Collect

Type: field list Required: At least one field Default: Based on selected template

Define the information the AI should gather from callers. Each field includes:

Field Types:

Adding Custom Fields:

1. Type the field name in the “New field name” input
2. Click “Add” or press Enter
3. Set the field type and required status
4. Optionally add a description to help the AI ask better questions

Confirmation Message

Type: text Required: No Default: “I’ve submitted your information to our team. They’ll be in touch soon.”

The message the AI speaks after collecting information and sending the notification. Customize this to match your brand voice.

Example:

Thank you for providing that information. Our sales team will reach out within one business day.

How It Works

1. The call flow reaches the Notification node
2. The AI asks the caller for each configured field naturally through conversation
3. Required fields are requested explicitly; optional fields are collected if volunteered
4. Once sufficient information is gathered, the AI triggers the email notification
5. An email with all collected data (plus the caller’s phone number) is sent to recipients
6. The AI speaks the confirmation message to the caller
7. The call continues to the next connected node

Flexible Data Handling: If a caller doesn’t provide all information, the notification still sends with whatever was collected. Missing fields show as “[Not provided]” in the email.

Connection Rules

Common Flow Patterns

After-Hours Voicemail:

Start --> Query Processor --> Notification (Voicemail) --> End

Lead Qualification:

Start --> Query Processor --> Notification (Lead Capture) --> Transfer

Support Routing:

Query Processor --> Notification (Support Ticket) --> Conditional Transfer

Examples

Basic Example: Voicemail Capture

Capture messages when your team is unavailable.

Configuration:

• Template: Voicemail
• Recipient Emails: messages@company.com
• Fields:
  • Name (Text, Optional)
  • Message (Long Text, Required)
  • Callback Requested (Text, Optional)
• Confirmation: “I’ve recorded your message. Someone will get back to you soon.”

What Callers Experience:

The AI says: “I can take a message for you. What would you like me to pass along?”

After the caller responds, the AI confirms: “I’ve recorded your message. Someone will get back to you soon.”

Email Received:

• Subject: “Voicemail from John (555-123-4567)”
• Content includes caller name, their message, and whether they requested a callback

Advanced Example: Lead Capture

Qualify sales leads with multiple data points.

Configuration:

• Template: Lead Capture
• Recipient Emails: sales@company.com, leads@company.com
• Fields:
  • Name (Text, Required)
  • Email (Email, Optional)
  • Phone (Phone, Optional)
  • Interest (Text, Required) - Description: “What product or service are they interested in?”
  • Budget (Text, Optional) - Description: “Their budget range if mentioned”
  • Timeline (Text, Optional) - Description: “When are they looking to make a decision?”
• Confirmation: “Thank you for your interest. A member of our sales team will contact you within 24 hours.”

What Callers Experience:

The AI gathers information naturally: “I’d be happy to connect you with our sales team. May I get your name?” … “And what product or service are you interested in?”

Email Received:

• Subject: “New Lead: Sarah Johnson - Enterprise Plan”
• Structured sections for Contact Information and Interest Details
• All collected fields clearly labeled

Support Ticket Example

Create support tickets from phone calls.

Configuration:

• Template: Support Ticket
• Recipient Emails: support@company.com
• Fields:
  • Name (Text, Required)
  • Email (Email, Optional)
  • Issue (Long Text, Required) - Description: “Detailed description of their problem”
  • Urgency (Text, Optional) - Description: “How urgent is this issue?”
• Confirmation: “I’ve created a support ticket. Our team will review your request and reach out shortly.”

Best Practices

Keep fields minimal. Ask only for information you truly need. Fewer fields mean faster calls and higher completion rates.

Write helpful field descriptions. The AI uses your descriptions to ask better questions. “Budget range if mentioned” is more helpful than just “Budget.”

Use team email addresses. Send to sales@company.com rather than individual addresses to avoid missed notifications when team members are out.

Customize confirmation messages. Match your brand voice and set appropriate expectations for response times.

Mark truly essential fields as required. For voicemails, only the message is truly required. For leads, perhaps just name and interest. Over-requiring fields frustrates callers.

Test with different scenarios. Call your own number and try providing minimal information, maximum information, and refusing to answer questions to understand the experience.

Common Issues

”Notifications not being received”

Solution: Check the following:

1. Verify recipient email addresses are spelled correctly
2. Check spam/junk folders
3. Ensure at least one email address is configured
4. Try a personal email address to test delivery

”Fields not being collected”

Solution: The AI collects information conversationally. If callers aren’t providing certain fields:

1. Make important fields “Required” so the AI specifically asks for them
2. Add clear descriptions to help the AI ask better questions
3. Review field labels for clarity

”Email formatting looks wrong”

Solution: The notification system uses pre-built email templates based on your notification type. If you need different formatting, try a different template type (e.g., Generic/Custom instead of Voicemail).

”Wrong information in emails”

Solution: Field keys must be unique. If you have duplicate field names, remove duplicates and recreate with distinct labels.

Related Nodes

• Query Processor - Routes calls to Notification based on caller intent (e.g., “leave a message” triggers voicemail capture)
• End - Often follows Notification to conclude the call after capturing information
• TTS Response - Add a spoken message before or after the Notification node
• Transfer - Route to a live agent after capturing lead information
• Conditional Transfer - Route to different departments based on collected information