With Upfirst, every call ends with two things automatically generated for you:
An easy-to-skim summary
A full transcript
You can have this information sent by email, text, or both, either to yourself or to anyone on your team. Each person can also choose which agents they hear about.
You can also set up custom rules so you only get notified when it really matters. For example:
Get a text only for emergencies
Email a specific team member if a caller asks for them by name
Notify the sales team only if the caller is a new lead
Here’s how to set it up:
1. Open your notification settings
Click your name in the bottom left of the screen, then click Notifications.
By default, the email you signed up with will get notifications. To change this, click on your profile to adjust preferences, or click “Add person or department” to send notifications to someone else.
2. Choose which agents they get notified about (if you have two agents, otherwise skip to 3.)
Give the person or department a name, then look at Receive notifications from.
All agents. Leave the toggle on and this person hears about every call, including calls to any agent you add later.
Only the agents below. Turn the toggle off, then click Add agent and pick the agents this person should hear about.
This is how you send each location or department only its own calls. A manager at your Miami location can get notified about the Miami agent and nothing else.
If you only run one agent, leave this on All agents. See How to add multiple agents to your account.
3. Add your email, phone number, or both
Enter the email or phone number of whoever should receive notifications. Use the toggles to turn email and SMS on or off based on your preferences.
4. Flip the toggle for email or SMS "Only if.." to set a custom rule
Want notifications only in certain situations? Flip the “Only if…” toggle for email or SMS and type your condition into the box.
Examples:
Only email me if it’s a new lead
Only text me for emergencies
Only email if they ask for Bob
5. Decide if you want notifications for filtered calls
Scroll down to Filtered calls. These are spam, blocked, and hung-up calls. They don’t count toward your plan, and under Calls they’re labeled as spam, hang-ups, or blocked.
You aren’t notified about them by default. Check the box under email or SMS if you do want to hear about them.
That’s it!
You can add as many team members as you’d like to receive notifications, each with their own agents and their own custom rules. Click Save notifications when you’re done.
Notifications FAQs
Can Upfirst send transcriptions to different people based on the caller or message?
Can Upfirst send transcriptions to different people based on the caller or message?
Yes, Upfirst can send transcriptions, summaries, and notifications to different people on your team based on the caller and their message, and on which agent took the call.
If you only want you team to get updates for certain calls only, just use the "Only if" option and tell your AI when to send the transcript to that person.
E.g. Only send an email if the caller needs to speak to somone in Sales directly.