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Messages & Notifications with Abby Connect

Abby (AI Receptionist and Live Receptionist) makes sure you never miss important details by delivering messages and notifications the way you prefer. From call details to voicemail alerts, you decide how and where updates are sent.

Updated this week

How Messages Work

When a call can’t be transferred, Abby will create a message. Messages include:

  • Caller’s name and contact information

  • Reason for the call

  • Any additional notes (if applicable)

Important:

  • If a caller chooses not to leave a message, no message is sent unless your account is set to:

    • Email on Live Calls: Messages only when a live caller is on the line.

    • Email on All Calls: Messages for voicemails, wrong numbers, or hangups as well.

💡 Note: “Email on All Calls” provides full coverage but may increase your minute usage.

Setting Up Text (SMS) Notifications

You can add multiple phone numbers and email addresses to receive message notifications whenever this contact gets a message from Abby.

  • Text Notifications (SMS):

    1. Go to Account → Contacts → Edit Contact → Call Handling tab.

    2. Under Message Notifications, click + Add Phone.

    3. Enter the mobile number(s). You can add as many as you need.

    4. Abby will send an opt-in text to each number. The recipient must reply JOIN to confirm.

      • If they don’t receive it, they can manually text JOIN to 855-934-3900.
        ⚠️ Until the recipient replies JOIN, they won’t receive text notifications.

  • Email Notifications:

    1. In the same section, click + Add Email.

    2. Enter the email address(es). You can add as many as you need.

    3. No opt-in required — emails start as soon as they’re saved.

Call Detail Notifications

Call Detail Notifications keep you updated on every call event in real time—not just when a message is taken. You’ll see when a call starts ringing, when it ends, and (if enabled) a quick AI-generated summary.

To enable:

  1. In your Abby Portal, go to Settings → Notifications.

  2. Under Call Detail Notifications, toggle On.

  3. Choose your preferences:

    • Types of calls: missed calls, answered calls, or all calls.

    • Call details: include caller info and notes if you’d like.

    • Delivery method: email, text (SMS), or push notification.

  4. Click Save.

💡 Benefit: Stay in the loop with real-time call alerts and summaries, so you always know what’s happening—even if you’re away from the portal.

Voicemail Notifications (Email & SMS)

If voicemail is enabled on your account, you can receive notifications when new voicemails arrive.

  • Choose Email or Text delivery.

  • Notifications include caller details and, if enabled, voicemail transcription.

💡 Benefit: Quickly review voicemails without having to dial in.

Best Practices

  • Regularly review your notification list to keep contacts current.

  • Use SMS for urgent calls and email for call types that can wait

  • If multiple team members need notifications, add them all so nothing slips through the cracks!

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