> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Choose who gets notified

> Set who gets emails for escalations, new conversations, and new leads, and get push alerts on iPhone.

SiteGPT can alert your team by email and by push notification on iPhone. This page shows each alert, who gets it, and how to change it.

## Before you start

* **Plan:** escalation, new-conversation, and lead emails work on any plan. The weekly digest needs the Growth plan or higher. See [Plans and limits](/docs/reference/plans-and-limits).
* **Role:** to change escalation and new-conversation emails, you need the Manager role or higher. Any team role can change lead emails. To use **Disable lead notifications**, you need the Manager role or higher. See [Team members](/docs/guides/account/team-members).

## All alerts at a glance

| Alert                      | When                                                     | Who gets it by default                                  | Where to change it                                                                                                |
| -------------------------- | -------------------------------------------------------- | ------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
| Escalation email           | A conversation escalates to a person.                    | The chatbot owner.                                      | **Leads** > **Human Support** > **Escalation Notifications**                                                      |
| New-conversation email     | A visitor sends the first message of a new conversation. | Nobody. It is off by default.                           | **Leads** > **Human Support** > **New Conversation Notifications**                                                |
| Lead email                 | A new lead is collected.                                 | Every team member except Agents.                        | **Leads** > **Leads Settings** > **Lead Capture Email Notifications**                                             |
| Weekly digest              | Every Monday.                                            | Managers, Admins, and Super Admins.                     | The unsubscribe link in the email.                                                                                |
| Reply email to the visitor | You reply to a visitor who left the chat.                | The visitor.                                            | See [Reply to visitors](/docs/guides/human-support/reply-and-take-over#when-sitegpt-emails-your-reply-to-the-visitor). |
| iPhone push                | Escalations, new leads, and new conversations.           | The devices of the chatbot owner and every team member. | The SiteGPT iPhone app.                                                                                           |

## Escalation emails

SiteGPT emails the chatbot owner each time a conversation escalates. To send the emails to other people:

<Steps>
  <Step title="Open Human Support">
    In your chatbot's sidebar, select **Leads** > **Human Support**.
  </Step>

  <Step title="Turn on custom recipients">
    Under **Escalation Notifications**, turn on **Enable Escalation Notifications**.
  </Step>

  <Step title="Add recipients">
    In **Email Recipients**, enter an email address and select **Add**. Repeat for each person. Add the owner's address too if the owner should still get the emails.
  </Step>

  <Step title="Save">
    Select **Save Changes**.
  </Step>
</Steps>

| Setting                                                              | Recipients                      |
| -------------------------------------------------------------------- | ------------------------------- |
| **Enable Escalation Notifications** is on and the list has addresses | Only the addresses in the list. |
| **Enable Escalation Notifications** is off, or the list is empty     | The chatbot owner.              |

<Warning>
  Turning off **Enable Escalation Notifications** does not stop escalation emails. The chatbot owner still gets them. The page calls the owner the "default recipient".
</Warning>

These settings are available only when **Enable Human Support** is on. See [Set up human support](/docs/guides/human-support/set-up-human-support).

The email subject is `AI Chat Escalation - <chatbot name> - <visitor name>`. The email shows the visitor's name, email, phone, and lead custom fields, or "Not Provided". It does not include the conversation. Use **View in dashboard** to read it. If the visitor gave an email, you can reply to the escalation email to write to the visitor.

If the visitor submits the lead form after the escalation, SiteGPT sends the email again with the contact details filled in.

SiteGPT does not send the email if the conversation is resolved, taken over, or released to the AI before the email goes out.

## New-conversation emails

1. In **Leads** > **Human Support**, go to **New Conversation Notifications**.
2. Turn on **Enable New Conversation Notifications**.
3. Optional: in **Email Recipients**, add the addresses that should get the emails. If you add none, every team member except Agents gets them.
4. Select **Save Changes**.

This setting works even when **Enable Human Support** is off. The email shows the visitor, their email, the first message, the start time, and a link to the conversation.

## Lead emails

SiteGPT emails your team for each new lead. By default, every team member except Agents gets the email.

To choose the recipients, see [Get each lead by email](/docs/guides/leads/send-leads-to-other-tools#get-each-lead-by-email).

<Warning>
  Turning off **Enable Lead Notifications** does not stop lead emails. It sends them to the whole team, except Agents. To stop lead emails, go to **Settings** > **General** and turn on **Disable lead notifications**, then select **Save Changes**.
</Warning>

**Disable lead notifications** stops only the email. The leads webhook and iPhone push still work.

## Weekly digest

On the Growth plan and higher, SiteGPT sends a weekly summary email for each chatbot. It arrives on Monday at about 09:00 UTC and covers the previous Monday to Sunday.

* **Who gets it:** team members with the Manager, Admin, or Super Admin role. Agents do not get it.
* **What it shows:** conversations, AI replies, visitors, leads, escalations, and unanswered questions, each compared with the week before. It also shows up to 3 questions the chatbot could not answer. On the Scale plan and higher, it shows the top topics.
* **Quiet weeks:** if all numbers are zero, SiteGPT does not send it.
* **Unsubscribe:** select the unsubscribe link in the email, then confirm. This stops the digest for that chatbot, for you only. Other emails and other team members are not affected. There is no digest setting in the dashboard.

For what the numbers mean, see [Analytics](/docs/guides/monitor/analytics).

## iPhone push notifications

The SiteGPT iPhone app sends push notifications for escalations, new leads, and new conversations. To install the app and sign in, see [Use the SiteGPT iPhone app](/docs/guides/human-support/iphone-app).

Push notifications go to the chatbot owner and to every team member of the chatbot who signs in to the app.

To change which pushes a device gets, open the app and go to **You** > **Notifications**. Each setting applies to that device only.

| Setting                | What it sends                  | Default |
| ---------------------- | ------------------------------ | ------- |
| **Handover requested** | A visitor asks for a person    | On      |
| **New lead captured**  | A visitor leaves their details | On      |
| **New conversation**   | A new conversation starts      | Off     |

If escalation emails go to a custom list, only the owner and team members whose email address is on that list get the escalation push. People on the list who are not team members get the email only. Lead and new-conversation pushes still go to the whole team.

For what each push shows, replies from the lock screen, and fixes when pushes do not arrive, see [Get push notifications](/docs/guides/human-support/iphone-app#get-push-notifications).

## In the dashboard

When a conversation escalates while you have **Chat History** open, the page shows an alert: "Someone escalated their conversation and wants to talk to a human." Select **Open Chat** to go to the conversation.

## Check that it works

1. In your chatbot preview, ask for a person and confirm.
2. Check the inbox of each escalation recipient. The email subject starts with `AI Chat Escalation`.
3. Submit the lead form with a new test email, for example `visitor@example.com`. The lead email recipients get a "New Lead Capture" email.

If an email does not arrive, check the spam folder and the recipient rules above.