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 gets notifications. Click a name to change its settings, or click Add person or department to send notifications to someone else.
2. Choose which agents they get notified about (if you have more than one agent)
You'll only see this if your account has more than one agent. 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. See How to add multiple agents to your account.
3. Add an email, a phone number, or both
Enter a name, plus the email or phone number of whoever should get notifications. Under Email and SMS, choose Off or On.
4. Use Only if... to set a custom rule
Want notifications only in certain situations? Choose Only if... under Email or SMS and type your condition in the box.
Examples:
Only email me if it's a new lead
Only text me for emergencies
Only email if they ask for Bob
Here, the paralegal only gets a text when a caller wants to reschedule:
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 in your Inbox they're labeled as spam, blocked, or hung up. You aren't notified about them by default. Check the box under Email or SMS if you do want to hear about them.
Below that, Handed-off chats lets you get an email or text when your AI agent hands a text conversation to your team. See How to let your AI agent reply to texts.
That's it!
Click Add notifications for a new person, or Save notifications when you edit someone. You can add as many people as you like, each with their own agents and rules.
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.