Alerts and digests

The Alerts and automations page holds the things that run in the background for the whole company: alerts when a lead waits too long, a morning note when yesterday was far from usual, a short AI note in the managers' digest, and the WhatsApp reminders for unfinished checkouts and reorders. This guide explains each setting, who receives what, and the limits.

Before you start

• Only owners and administrators can open and change this page. Open Home and select Alerts and automations at the top.
• The page itself needs no plan feature, but some settings only work with others: the AI note and voice transcripts need AI assistant, and the WhatsApp reminders need Store connections and WhatsApp channel.
• Alerts appear in the bell and under Notifications, and on the phone of anyone who turned phone notifications on. See Notifications.

Speed to lead

When nobody answers a new lead or a customer's message in time, the system alerts the person responsible, then the managers.

What counts as waiting:

• A new lead: an open deal with no first reply yet, for a contact who came in on their own, for example from a form, a channel or a store. Contacts your team added by hand or imported don't count.
• A customer's message: an open conversation where the customer wrote last, and the AI agent is not handling it. Turning the agent off hands its conversations back at once, so they count again.

The first alert goes to the deal's owner or the conversation's assignee. If there is none, or they are no longer active, it goes to the managers. The second alert goes to the managers (owners and administrators). Each wait alerts once. If the customer writes again after an answer, that is a new wait. Leads older than 24 hours are left to the daily digest.

Daily reading

Tell managers each morning when yesterday was far from usual (on by default) compares yesterday with the same weekday over the last four weeks, so a quiet Friday is compared with Fridays. It looks at orders, sales, new contacts, new deals, deals won and customer messages, and it alerts when a number was at least 35% lower or 50% higher than usual. A number is only checked when it is usually at least 3 (10 for customer messages), so small numbers don't cause alerts. If a store that usually sells sent no order at all, the alert says to check that it is still connected.

The alert arrives after 07:00 in the time zone of the company's first owner, as set on their Notifications page under Email and language.

Add a short AI note to the managers' digest adds a few sentences to the digest. Only numbers are sent to the AI, never customer names or messages. It uses AI credits, or your own key. See Your own AI key.

Write out customers' voice messages turns voice messages into text under the message in the inbox. It needs ChatGPT or Gemini, from the platform or your own key, and uses AI credits. See Inbox.

The daily and weekly digest

Owners and administrators receive a business digest: yesterday's numbers next to the usual, what is far from usual, what is waiting now (unanswered conversations, new leads, overdue tasks, late tickets), the best campaign, who won most deals and the main reason for lost deals. The weekly digest covers the week and arrives on Monday.

Each person turns their own digests on or off under Notifications, in Email and language: Send me the daily business digest and Send me the weekly business digest on Monday. Both are on until you change them. The digest arrives from 08:00 in your time zone, in the app and, when Send me reminders by email is on, by email. A day with nothing to report sends no digest.

Unfinished checkouts on WhatsApp

When a store customer places an order and leaves without paying, the system can send up to three WhatsApp reminders with the link to finish paying.

1. Connect a WhatsApp Business channel and sync an approved template. Write the template with up to four blanks, in this order: {{1}} first name, {{2}} what they chose, {{3}} total, {{4}} link to finish paying.
2. Turn on Send reminders for unfinished checkouts.
3. Choose the WhatsApp channel and the Approved template of that channel.
4. In When to send (minutes after the customer left), fill up to three times, each from 15 to 10,080 minutes and each later than the one before. For example 60, 1440 and 2880. Leave a box empty for fewer reminders.
5. In Order field that holds WhatsApp consent, write the name of the checkout field your store saves the customer's agreement in (letters, digits, _ and -).
6. Select Save.

Reminders go only to customers who agreed to WhatsApp messages, in the store's checkout or recorded on their contact page. They stop as soon as the customer pays, replies, says no, or the store cancels the order. A customer without consent gets no message: the contact's owner gets one task to call them instead. Only orders that arrive after you turn this on are followed. See WooCommerce for the store settings this needs.

Owners and administrators see the results under Reports, Unfinished checkouts: how many were left unpaid, reminded, paid after a reminder, paid without one, and why reminders stopped. A checkout counts as recovered when the same customer pays within a week.

Time to order again

From each customer's own buying rhythm (two orders or more), the system knows when they are due to order again. A few days before, it reminds them on WhatsApp, or gives the contact's owner a task.

1. Turn on Remind customers who are due to order again.
2. In Approved template, choose a template with up to three blanks: {{1}} first name, {{2}} what they bought last, {{3}} your store link. Or choose No message: a task for the customer's owner.
3. Set Days before the expected date (0 to 30, default 3).
4. Select Save.

Each rhythm is reminded once. Messages go only to customers with WhatsApp consent who didn't opt out of marketing. For anyone else, the contact's owner gets a task instead. Reminders start after 10:00 company time.

Troubleshooting

"Connect a WhatsApp Business channel and sync an approved template first." You have no active WhatsApp channel or no approved template yet. See WhatsApp.

"This template has more blanks than the reminder fills." Choose a template with at most four blanks (checkouts) or three (reorders).

"This template belongs to another WhatsApp number." Choose a template synced from the selected channel.

"Each reminder must come after the one before." Put the times in increasing order, with no repeats.

I don't receive the digest. Check Email and language on the Notifications page, and that you are an owner or administrator. A day with no activity sends none.