Call summaries and notifications
Updated
In short
After each call you get a short summary by app notification and email. In Settings, Notifications you choose which alerts you get, and how: phone app, browser or email. Quiet hours make alerts silent.
You don't need to listen to every call. Vocenya tells you what happened.
The call summary
After every call your receptionist takes, it writes a summary of two to four sentences: who called, what they need, the details it captured and what happens next. Summaries are written in English. If the call was in another language, the summary says so.
You get it:
- By email, with the subject "New call handled for" and your business name, and a View the call button.
- As a notification in the Vocenya app or your browser.
Spam calls send no summary.
Choose your alerts
Open Settings, then Notifications. For each alert, tick how you want it: Phone app, Browser or Email.
| Alert | When |
|---|---|
| Missed call | A caller hung up or nobody could answer. |
| Message taken | A GH Live agent took a message for you. |
| New lead | Your receptionist or website chat captured a lead. |
| Chat waiting for the team | A website visitor is waiting for a person. |
| Transfer not answered | A call your receptionist passed to you was not picked up. |
| Call summary | Your receptionist finished a call. |
| Billing and trial | Account owners only. |
| Receptionist needs attention | Account owners only. |
Owners get every alert by default. Team members get Chat waiting for the team by default and can turn on more.
Some alerts are app and browser only: a missed call from a caller who hung up, and new leads from calls. The call summary email already includes the caller's details.
Quiet hours
In Settings, Notifications, set quiet hours. Phone and browser alerts arrive silently during those hours. Emails still arrive as usual.
Turn on Let urgent alerts through to still hear missed calls, unanswered transfers and website visitors waiting in the chat.
In HIPAA mode
Emails and notifications leave out callers' details. For example, the summary email says only that Vocenya answered a new call. You see the details when you sign in to Vocenya.
Alerts in Slack
You can also post alerts to a Slack channel. Slack and Notion.