How Messages Are Created
Messages are generated based on your call handling setup.
A message may be created when:
A call type includes a Send Message action
A transfer attempt fails and fallback handling includes message-taking
A call is intentionally routed to message
A voicemail is left (if voicemail is enabled)
Messages typically include:
Caller’s name and contact information
Reason for the call
Additional notes from the AI or Human Receptionist
If a caller does not leave a message, no message notification is sent unless your account is configured for broader email coverage.
Setting Up Email Notifications
Email notifications are managed per contact.
To add or update email recipients:
Go to Account → Contacts.
Select the contact.
Click Edit → Call Handling.
Under Message Notifications, click + Add Email.
Enter one or more email addresses.
Click Save.
Email notifications begin immediately once saved.
You can add multiple recipients if several team members need visibility.
Setting Up Text (SMS) Notifications
You can also receive message notifications by text.
To add a mobile number:
Go to Account → Contacts.
Select the contact.
Click Edit → Call Handling.
Under Message Notifications, click + Add Phone.
Enter the mobile number(s).
Click Save.
Opt-In Text
The recipient must reply JOIN to the Opt-In text to confirm.
If the opt-in message is not received, the user can manually text JOIN to 855-934-3900.
Until JOIN is confirmed, text notifications will not be delivered.
Voicemail Notifications
If voicemail is enabled on your account, voicemail alerts can be sent to assigned recipients.
Voicemail notifications may include:
Caller name and number
Date and time
Voicemail transcription (if your account includes the transcription add-on)
Voicemail notification recipients are also managed in the contact’s Call Handling settings.
Learn more on Voicemail Handling
Best Practices
Review message and voicemail recipients quarterly.
Use SMS notifications for urgent call types.
Use email notifications for general communication tracking.
Add multiple recipients when shared visibility is needed.
Test notifications after making changes to ensure delivery.