Alerts keep you and your team aware of inbound messages and responses from customers. Instead of checking the Inbox constantly, alerts deliver notifications directly to your phone (via SMS) or email so you can respond quickly when it matters.
Alerts live under each individual user's profile, meaning every user in your organization can tailor notifications to their role and responsibilities. The guided setup form helps you turn incoming messages into actionable notifications based on your preferences.
Key Features
Per-User Configuration
Each user configures their own alert preferences. An administrator might want alerts for all inbound messages, while a front-desk user might only need alerts for messages from customers assigned to them. This flexibility prevents notification overload while ensuring coverage.
Alert Triggers
Choose what type of messages trigger your alerts:
- Messages Outside of Campaigns — Get notified when a customer sends a message that is not a response to an active campaign. This is useful for catching direct questions, support requests, and new inquiries.
- All Inbound Messages — Get notified for every inbound message, including campaign responses. Use this when you need complete visibility into all incoming activity.
customer Scope
Filter alerts to the right set of customers:
- All customers — Receive alerts from any customer in your account.
- customers Assigned to Me — Only receive alerts from customers assigned to you. Ideal for teams where each customer manages their own customers.
- Assigned and Unassigned customers — Capture both your assigned customers and any unassigned leads. This ensures unowned leads surface for fast assignment and follow-up.
Alert Frequency
Control how often alerts are delivered to balance speed with noise:
- Every 15 Minutes — Best for urgent triage where response time matters.
- Hourly — Good for summary-style notifications that keep you informed without constant pings.
- Custom — Set your own schedule to precisely control alert volume.
Delivery Method
Alerts can be delivered via:
- SMS — Receive a text notification to your mobile phone.
- Email — Receive an email notification to your registered email address.
Both SMS and email alerts use 1 credit per notification.
How to Set Up Alerts
- Click the account avatar in the top corner to open your profile and alert preferences.
- Select your alert trigger — messages outside of campaigns, all inbound messages, or a specific subset.
- Set your customer scope — all customers, customers assigned to you, or assigned plus unassigned.
- Choose your frequency (every 15 minutes, hourly, or custom) and delivery method (SMS, email, or both).
- Save your configuration. Alerts begin delivering immediately.
Interactive Demo
Click through the flow below to learn how to set up targeted or mass notifications so you never miss high-value inbound messages or unassigned conversations.
Tips & Best Practices
- Use context filters to avoid irrelevant pings. Selecting "Messages Outside of Campaigns" prevents duplicate notifications for campaign-managed responses — you are already tracking those through campaign analytics.
- Set different alerts for different days of the week if your availability changes. You do not need to receive all alerts all the time — configure alerts that match your schedule.
- Keep alert credit usage in mind. Each alert notification uses 1 credit. If your team has multiple users each receiving alerts for every inbound message, the credits can add up. Be strategic with your alert scope and frequency.
- Use "Contacts Assigned to Me" when your team has clearly defined ownership of contacts. This prevents multiple team members from receiving the same alert.
- Use "Assigned and Unassigned" to catch handoff opportunities. This ensures new, unowned leads surface for fast assignment and follow-up.
Common Questions
Are credits used for alerts?
Yes. Both email and SMS alert notifications use 1 credit each. However, alert credit usage is generally small compared to the credits used for outbound messaging campaigns.