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Notifications

Written by , Founder, AskVault · Reviewed by Aashiq
Last updated: · 3 min read

Channels

Four destinations:

  • Email. Sent to your verified email.
  • Slack. Posted to a Slack channel.
  • In-app. Bell icon in dashboard.
  • Webhook. Sent to your endpoint for custom routing.

Configure per event type.

Event types

14 events:

  1. New conversation. Per channel, per priority.
  2. Customer reply on your claimed conversation.
  3. Conversation escalated.
  4. SLA at risk.
  5. SLA breach.
  6. Lead captured.
  7. Hot lead. Score above threshold.
  8. Demo booked.
  9. Knowledge gap detected.
  10. Channel error.
  11. Bot answer thumbs-down.
  12. Payment failed.
  13. Subscription cancelled.
  14. API key compromised (suspicious activity).

Setup

5 minutes:

  1. Settings > Notifications.
  2. For each event, pick channels (email / Slack / in-app / webhook).
  3. Set sensitivity (e.g., only high-priority).
  4. Save.

Working hours

To respect off-hours:

  1. Workspace Settings > Business Hours.
  2. Define schedule per timezone.
  3. Toggle "Pause notifications outside business hours" per event type.

Some events override (SLA breach, payment failed always notify).

Per-user preferences

Each team member configures their own:

  • Account Settings > Notifications.
  • Pick channels per event.
  • Override workspace defaults if allowed.

Useful for on-call rotations.

Notification frequency

Three modes:

  • Immediate. Every event fires a notification.
  • Batched. Hourly digest.
  • Daily digest. Single end-of-day summary.

Pick per event. Immediate for SLA breach; daily for routine events.

Slack integration

If your Slack channel is connected:

  • Route notifications to specific Slack channels.
  • #sales-hot-leads for lead.qualified.
  • #urgent-support for conversation.escalated with urgent priority.

Set under Notifications > Slack > Channel Mapping.

Webhook notifications

For custom routing:

  • Send to your endpoint for PagerDuty, Opsgenie, custom CRM.
  • JSON payload identical to standard webhooks.
  • Retry plus signature verification.

Limits

  • Email notifications per hour per event. 60 max (anti-spam).
  • Slack rate. 1 per minute per channel.
  • Webhook attempts. 3 retries with backoff over 30 seconds.
  • Event types tracked. 14.
  • Delivery latency. Under 60 seconds typical.

Common pitfalls

Notification floods. Too aggressive sensitivity. Tighten.

Missed critical notifications. Working-hours pause active. Critical events override.

Slack mapping broken. Bot lost access to channel. Re-invite the bot.

FAQ

Can I get notified on my phone?

Via Slack mobile app or your webhook to a service like PagerDuty.

Does the notification show the customer's message?

Yes (truncated). Click for full context.

Can I unsubscribe from all email notifications?

Yes under Account Settings > Notifications > Email > Disable all.

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