Email notifications

A summary of what your twin has been doing, plus alerts the moment something needs you. Three things in all, and each of them can be switched off in Voice & rules → Email notifications — open that group now.

Opening a setting by link#

Voice & rules is a list of groups, all closed, so a link to the page still leaves you looking for the row. Add ?panel= and the group opens and scrolls to itself:

A row with no note is on every agent. The two that carry one exist only on the kinds named — a Support Agent never asks visitors for contact details, so it has no Follow-up requests to open at all. A ?panel= naming a group your agent doesn't have opens nothing: the page loads as usual, with every group shut.

?panel=appearance is the one exception, and it still works. The accent colour was a group on this page until 9 September 2026 and now lives on Profile → Appearance; an old link lands here, says so, and offers the new address rather than opening nothing. See Accent colour.

Account settings — your name, theme, plan, and everything under Data & privacy — open the same way with ?settings=account, general, billing or privacy. A name we don't recognise opens Account and says which one it couldn't find, rather than dropping you on the dashboard with no explanation. If the name is one of the groups above — ?settings=notifications is the easy mistake — it says where that setting really lives and links you straight to it.

A group name is fixed once it exists, so a link you paste into a note today still opens the same setting a year from now.

Two of the three start on. A new twin gets the weekly summary and the follow-ups alert without asking for either; the gaps alert waits until you turn it on. Each section below says which state it starts in.

Mail about your account rather than your twin's activity is not on that panel and has no switch — see Mail about your account at the end.

Summary email#

Off, daily, or weekly — weekly until you change it. It leads with what actually happened for you:

Then the activity: conversations, messages answered, your most-asked questions, and anything waiting for you to answer — plus, when your twin trained during that period, what the train landed and what the check of your saved questions found. It closes with a quiet since you started line, so a slow week still shows what your twin has done overall.

Use See what it looks like to preview your digest, with your real data, before you turn it on. If a week was quiet the email says so plainly rather than padding it out.

One per period, whatever happens behind the scenes. Each summary is prepared as its own piece of work and the period is marked before the email is sent, so a retry can never put a second copy of the same summary in your inbox. It fails the quiet way instead: if something breaks at the wrong moment you may not get that one summary, and the next one arrives on schedule.

What a booking click means#

hiy counts that someone opened your booking link from an answer. It cannot see whether they went on to book, and it will never say they did. For the same reason, a count of clicks is reported as clicks — never as a number of people. Where we can tell how many separate conversations were involved, we say that instead.

We recognise the common scheduling links. If yours isn't being counted, tell us — the alternative is guessing, and a number you can't trust is worse than no number.

What's on which plan#

The counts arrive on every plan. Founding names the links behind them and the questions that brought those people in. Citations, honest "I don't know" answers, the AI label and your report link are never part of a plan — see The hiy.ai credit.

If nobody left their details#

When your twin had conversations but nobody left details and follow-up requests are switched off, the email says so and links you to the setting. It's a setting, not a verdict on your week — see Follow-up requests.

Support Agents and Team Agents never get that line. They don't ask for contact details at all, so there is no switch to be told about — and an email asking you to turn on something that can't be turned on is worse than silence. A Support Agent's contact path is the handoff, which lands in that agent's Inbox either way.

Sending handovers somewhere else#

No switch on this page governs a handover — somebody is stuck right now, so none of the three can silence one. What reaches you is the part that depends on the deployment, and the Escalation panel says which of two states you are in rather than assuming: where email is set up, a handover is emailed and recorded in this agent's Inbox; where email delivery is not set up, it is recorded in the Inbox and nothing is sent to the address below. Either way it is in the Inbox from the second it happens, which is why that tab rather than your mailbox is where a handover cannot be missed.

Where the mail lands is yours to change: Escalation → Who it reaches points handovers at a different address, a shared support inbox say, without moving any of your other emails. The address saves and starts being used the day mail is set up, so filling it in early costs nothing. Leave it empty and handovers follow the notification address above. See Who it reaches.

If it trained overnight#

With Train overnight switched on, trains run during the night where you are, so they finish while nobody is watching. When your twin trained inside the period a summary covers, the email says so — what landed, and what the saved-question check made of it:

Trained yesterday

Trained in 2m 40s. 95 chunks live.

2 of 9 saved questions no longer match what you expected.

Those are the same sentences the Train stage shows on your dashboard, taken from the same counts. A train that read one way on screen and another way in your inbox would be worse than only having one of them.

Three things it deliberately doesn't do:

• A twin whose index didn't change carries no line at all. Nothing trained, nothing to report.
• A check still running when the summary goes out gets no verdict. A partial count is not a result, so the email states what landed and says nothing about the check until it has finished. The dashboard has it either way.
• If you have saved no questions, the email doesn't mention them. That invitation belongs on Test, where the button is.

"No longer match" is a count of questions whose grounding changed — answered from your sources, honestly declined, or answered without sources — against what you said you expected. It is never a comparison of wording, and the email says so under the count.

Instant alerts#

Two, independently switchable, and each starts in a different state:

Follow-upson unless you turn it off#

Someone leaves their details, so you can follow up while they're still interested. Your account export and the API call this one alert_new_lead.

Gapsoff unless you turn it on#

Your twin couldn't answer something. You get one email each time a new question lands in your teach queue — so a question already sitting there unanswered doesn't mail you a second time, and nothing is sent once the queue is full at 100 open questions. Your account export and the API call this one alert_new_gap.

Every kind of twin#

Support and Team Agents send the same digest, framed for what they are — a Support Agent's summary talks about your product's agent, not about you, and skips links that only make sense for a public page.

Where they go#

Your summary and both alerts go to your account email by default, or to any address you put in Send notifications to. Each of them carries a link straight back to these settings, so turning them off is always one click from the message itself.

Mail about your account#

Some of what we send you is about your account rather than your twin's activity, so nothing on this page governs it. These arrive whether your summary and your alerts are on or off:

An identity decisionno switch#

Your twin cleared its identity check, or it needs another look. This is the one that follows Send notifications to if you've set an address there, and your account email otherwise.

A trial endingno switch#

A warning a couple of days before your Founding trial runs out, saying what changes. To your account email.

Your deletion receiptno switch#

Delete your account and a receipt goes to the address it used — the last thing we send you.

Confirming your addressno switch#

When signing up needs your email confirmed, the link that confirms it — with a Resend email button on that same screen if it doesn't arrive.

A password resetno switch#

Only when you ask for one from the sign-in page, and only to the address you typed there.

There is no switch for these on purpose. A sign-up you're trying to finish, a decision you're waiting on, a trial about to end, a deletion you just asked for, a reset you just requested — those should reach you even with everything else turned off, and a preference that could swallow one would be worse than no preference at all. The summary and the two alerts are ongoing streams of your twin's activity, which is what a switch is for.