Email notifications

hiy tells you what your agents did and when someone needs you: with the bell in the app, by email, or by webhook. You can turn each one off.

In the app#

The bell at the top right shows how many things are waiting. Press it to see handovers, new questions your agent couldn’t answer, takeovers, credits, your weekly summary and the end of a website re-read or an import, from the last 14 days. New leads and Chat waiting are off until you switch them on in Where notices go.

Three more things show there:

• Plan limits: your chat stopped answering because a limit was reached or the workspace is paused. It is emailed too, once a month for each reason, and you can switch that off under Plan limits in Where notices go.
• Knowledge: an agent can answer now, once its first training is done. It opens the test chat.
• Failed deliveries: a webhook or a helpdesk ticket couldn’t be delivered. In the app only; it opens where you can fix it.

A handover whose visitor is still in a web chat also has Take over chat: it takes the chat over and opens it in the Inbox, where you reply. Where Take over isn’t switched on yet, it shows as a Preview.

Choose where each kind goes#

Open Workspace › You › Notifications

Where notices go is at the top, with a row for each kind.

Switch each place on or off

In the app is the bell. Email stops or starts that email. A dash means nothing is sent there yet. Knowledge is the bell only: it says when a website re-read or an import is done, or a new agent can answer.

An Admin sees handovers and takeovers for every agent in the workspace. Roles are rolling out to workspaces in turn.

Summary email#

Off, daily or weekly. It starts weekly. It leads with what happened for you: how many people asked you to get back to them, how many opened your booking link, and how many followed a link out of an answer. Then your conversations, most-asked questions, anything waiting for you, and what your last train changed. Its button opens what’s waiting: people handed to you, else your unanswered questions. If your workspace is paused, it says so first.

Set it in your agent’s Settings › Notifications. See what it looks like shows your own summary before you turn it on.

hiy counts that someone opened your booking link. It can’t see whether they booked, and never says they did.

Instant alerts#

Two emails, each with its own switch under Tell me straight away when…:

• Someone leaves their details: on unless you turn it off. Your New leads › Email switch in Where notices go stops it too.
• Your agent couldn’t answer: off unless you turn it on. One email each time a new question lands in your teach queue. It opens that question.

Past 20 alerts an hour for one agent, the emails stop. Everything is still in your Inbox.

Sending handovers somewhere else#

To send handovers to another address, such as a shared support inbox, use Handover › Who it reaches.

Webhook#

A webhook sends a POST to an address you choose, so your own system can react. Set it up in Workspace › Developers › Webhooks, pick its events, and press Send test.

Lead capturedevent#

Someone left their details: name, email, phone and context, plus details with any fields you asked for (null when none). Sent as lead_captured in the x-hiy-event header.

Handoffevent#

A conversation was handed over to you. The same details, plus handoffContext: the last few messages and a short summary. Sent as handoff.

Unanswered questionevent#

Carries the question your agent couldn’t answer. Sent as gap_opened.

Every messageevent#

One delivery per message, from the visitor, your agent or your team, and off unless you tick it: sessionId, messageId, role, text and at. Deliveries can arrive out of order, so sort by at. Sent as message.

Conversation closedevent#

A conversation was marked done in the Inbox, or resolved by your agent where your workspace has outcomes: sessionId, channel, handedOver and at. Sent as closed.

Each POST is signed: x-hiy-signature is the hex HMAC-SHA256 of <timestamp>.<raw body> with your secret, and x-hiy-timestamp is the timestamp. A failed delivery is retried after 1 minute, 10 minutes, 1 hour, 6 hours and 1 day, with the same x-hiy-delivery id each time, so ignore an id you’ve already handled.

Deliveries, under the webhook, lists what hiy sent and what your address answered. Open one to see What was sent, or press Resend to send it again once. Sent bodies are kept for 30 days.

Mail about your account#

Some emails are about your account, not your agents, so no switch turns them off: an identity decision, a trial or Early Access about to end, your deletion receipt, confirming your address, and a password reset you asked for.

Related#