Overview
Phone Agent can send email and SMS notifications so your team can follow up on important calls without checking the call log constantly.
Open notification settings
Open Phone Agent.
Go to Settings.
Open Notifications.
Email notifications
You can enable email notifications, add recipient email addresses, choose whether the rule applies to all agents or selected agents, and decide which calls should trigger an email.
Common triggers include every call, urgent or high-priority calls, negative caller mood, calls needing human follow-up, and transferred calls.
SMS notifications
You can also enable SMS alerts for selected recipients. Phone numbers should be entered in international format, such as +447912345678.
Use SMS for time-sensitive events only, such as urgent calls or calls that need human follow-up.
Test notifications
Use the test email or test SMS option after adding recipients. This confirms the recipient details are valid before you rely on notifications for live calls.
If notifications are not arriving
Check the notification type is enabled.
Check the recipient email or phone number is correct.
Check whether the notification applies to all agents or only selected agents.
Check whether the call matched the selected trigger, such as urgent, negative mood, or follow-up required.
Send a test email or test SMS from the notification settings.
For email, check spam or quarantine folders.
When to contact support
Contact Motics support if test notifications fail or if live calls match the trigger but no notification arrives. Include the agent name, recipient, notification type, call time, and trigger you expected.