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Team Notifications is the main place to choose who on your team gets which emails and alerts, like call summaries, new leads, and conversations that need a person. Find it by selecting Team Notifications in the sidebar, under Settings. It’s marked NEW.
Team Notifications is new and is rolling out now. If you don’t see it yet, ask your Avoca team. You also need a role that can edit notifications.

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What changed

Team Notifications replaces Team Alerts and the older notification settings. If your account has it, those old pages now point you here, with an Open Team Notifications button. Your Employee Contacts page is still where you add people and set up on-call alerts. The one exception is the Daily Digest: Team Notifications only manages employee contacts for it. Team members who log in to Avoca are still managed under Daily Digest Recipients on the Members page.

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How it works

  • A notification is something you want to know about, like a call summary or a new lead. Each one shows who gets it, what triggers it, when it sends, and how it arrives.
  • People come from your Employee Contacts and your Team Members.
  • Groups are saved sets of people, like “Dispatch” or “Owners”. Add a group to a notification and it stays up to date as people join or leave.

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Set up a notification

1

Start a new notification

Select Add notification. Use the search box or pick an area on the left, then select + Add next to the notification you want. You can tick a few and set them up one after another.
2

Choose who gets it

Add people one at a time, or pick a group. Some emails, like call summaries, can only go to people on your Employee Contacts list. Alerts can go to team members and employee contacts who have an email address.
3

Choose what it covers

For Outbound alerts, pick the workflow types first, then choose who gets alerts for each one. For Speed to Lead alerts, pick the lead sources. You need to pick at least one before you can save.
4

Turn it on

Select Turn on notification. When you’re editing one you already set up, it says Save changes. Most notifications need at least one person before you can turn them on. A few, like call summaries sent only to Microsoft Teams, don’t.
Setting up Outbound? Turn on Escalated conversation under Outbound, so the right people are emailed when a conversation needs a person. See Manage the message board.

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Make a group

1

Start a group

Select + New group in the groups bar. You can also go to By person, tick the people you want, and select Create group from and the number you picked.
2

Name it and add people

Enter a Name, like “Dispatch” or “After-hours crew”, and choose the People. You can mix employee contacts and team members. A team member who isn’t an employee contact yet gets one automatically.
3

Create it

Select Create group. You need a name and at least one person.
When you add a group to a notification, hover over the group to see who will actually get it. Anyone who can’t is listed under Won’t receive it, with the reason, like Inactive employee contact or No email address.

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Choose recipients by service area

Turn on By service area in the top right if different locations need different people. Alert notifications then let you choose recipients for each service area. Use Copy to all areas to copy one area’s people to the rest. The switch saves right away.

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See who gets what

Use the two tabs to look at your setup:
  • By notification: every notification you’ve set up, with a badge showing whether it’s On, Paused or Off. Select Configure to change one.
  • By person: every person and how many notifications they get. Select a person to see their list. You can turn notifications on or off for them right there, and changes save right away.
If a person’s switch is locked, they get that notification through a group. Remove them from the group, or take the group off the notification, to change it.

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Turn off or delete

  • Turn off a notification: open it and select Disable notification. You can set it up again later.
  • Delete a group: hover over the group in the groups bar and select Delete. People who only got a notification through that group stop getting it.

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More options

What you see depends on the products you use.
  • Responder: call summary emails, callback emails, and text conversation emails.
  • Simple Scheduler: an email when someone books, and optionally when they drop off.
  • Outbound: booked lead, escalated conversation, and conversation assigned.
  • Speed to Lead: new lead, lead not contacted, unbooked lead, booked lead, escalated conversation, and conversation assigned.
  • Webchat, Yelp and call follow-up: new lead, booked lead, escalated conversation, and conversation assigned.
  • Google LSA: the same four, plus escalated response.
  • Customer Notifications (AccuLynx): escalated conversation and conversation assigned.
  • Call volume: a high call volume alert.
  • Avo insights: booking-rate decline, empty board, and unbooked problem class.
  • Coach: unbooked bookable call, misclassified call, and the daily Coach report.
  • Reports: action items report, capacity report, daily digest, weekly insights, scheduled call exports, and your saved analytics reports.
  • Other: failed ETA emails.
If Microsoft Teams is turned on for your account, each alert section has a Microsoft Teams box. Paste your webhook link, which starts with https://, and select Save webhook. It saves right away.For call summary emails, turn on Send to Microsoft Teams in the notification. If no channels are listed, select Manage channels and add a channel webhook. Nothing is posted until you add one.
The old Team Alerts and Notifications pages now point you here. Call summary settings on the Responder page moved here too. Adding people and on-call alerts still happen on your Employee Contacts page.
Hover over their group on the notification to see why. Common reasons are an inactive employee contact, no email address, or someone who is a team member but not an employee contact, when the notification only goes to employee contacts.If you see a message that notification settings could not be loaded, select Try again. Editing is turned off until they load, to protect what you already saved.