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Message Notifications

Abby makes sure you never miss important details by delivering messages and notifications the way you prefer. Whether you’re using the AI Receptionist or Live Receptionist, you choose how and where updates are sent — by email, text, or both.

Updated over 2 months ago

How Messages Work

When a call can’t be transferred, Abby automatically creates a message so you stay informed. Messages typically include:

  • Caller’s name and contact information

  • Reason for the call

  • Any additional notes from the receptionist or AI

Message Delivery Options

Depending on your account settings, you can choose:

  • Email on Live Calls: Receive messages only when a live caller speaks to Abby.

  • Email on All Calls: Receive messages for every call — including voicemails, wrong numbers, or hang-ups.

💡 Note: Choosing Email on All Calls provides full visibility, but it may slightly increase your minute usage.

AI Receptionist Message Routing

The AI Receptionist automatically routes messages based on your preferences.

  • Delivery Methods: Email and text (SMS) notifications are available.

  • AI Summaries: Each message includes an AI-generated call summary so you can quickly see why the caller reached out.

  • Voicemail Notifications: If voicemail is enabled, Abby AI sends notifications that include caller details and — if you’ve upgraded — voicemail transcriptions.

💡 Benefit: Instant, accurate updates help you follow up quickly and never miss a lead.

Live Receptionist Message Routing

Your Live Receptionists take detailed, accurate messages whenever a call can’t be transferred and deliver them using your preferred channels.

Receptionists include:

  • Caller’s name

  • Callback number or email

  • Reason for the call

  • Any relevant context or instructions

Messages can be sent via:

  • Email — Delivered immediately to one or multiple recipients.

  • Text (SMS) — Great for urgent calls or after-hours notifications.

Setting Up Notifications

You can manage who receives messages and how they’re delivered directly in your Abby Portal.

Text (SMS) Notifications

  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 needed and press save

  4. Abby will send an opt-in text to each number.

    • The recipient must reply JOIN to confirm.

    • Or, text JOIN manually to 855-934-3900.
      ⚠️ Until recipients reply JOIN, they won’t receive text notifications.

Email Notifications

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

  2. Enter the email address(es) you’d like to receive messages.

  3. No opt-in is required — emails start immediately once saved.

💡 Tip: You can assign multiple recipients to ensure no message gets missed.

Best Practices

  • Review your notification list quarterly to keep contacts up to date.

  • Use SMS for time-sensitive calls and email for general updates.

  • Add multiple team members to notifications so nothing slips through.

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