Notification rules

Open Settings > Notifications to manage rules. Business, AI agent and team screens show the relevant rules from this same list. Clear the filters to see all rules you can manage.

Choose a moment

Click Add notification, give the rule a name and choose When this happens:

Moment	What it means
Visitor starts conversation	Sends after the first real visitor message. Opening the widget and test chats do not count.
Visitor submits form	Sends when the form is completed, without waiting for the conversation to end.
Live chat handoff	Alerts the team when a live chat is handed over. The same team handoff rule also covers email/messaging handoffs and messages without AI, preserving existing team alerts.
Incoming message needs human help	Alerts for email and messaging when no AI is assigned, the AI cannot answer, or the AI hands over. Team routing still decides who handles it.
Action needs approval	Alerts a reviewer without taking over the conversation.
Conversation ends	Sends after an AI ending or a teammate resolves the conversation. Use conditions to choose who handled it and whether it ended deliberately or through inactivity.

You can change the moment on an existing rule, including a handoff rule. Check its conditions and destinations before saving. The app replaces the rule's event; it does not leave a second copy behind.

Add conditions

Only if is optional. Without conditions, the rule applies to every matching event in the account.

AI agent is limits it to one AI agent.
Team is limits it to one team.
Business is limits it to one business.
Channel is limits it to the original channel, such as website chat, email or WhatsApp.
Handled by chooses AI or human work for conversation endings.
AI action is limits an approval alert to a particular action.
Form is matches any completed form, or one form you choose.
Email or phone shared in chat requires contact details shared by the visitor in this conversation. Identity supplied by your website or SDK alone does not count.
Other available checks cover human handoff, an answer needing review and returning visitors.

Use Match all conditions when every condition must match. Use Match any condition when one is enough. Groups let you combine these choices.

AI checks are available for conversation endings. Describe what to look for in plain language, such as “The visitor asks about an annual subscription.” These checks use AI credits. Ordinary form, team and contact checks do not.

Choose destinations

Under Then send to, add one or more destinations:

Email, Slack or Webhook sends a notification to the address you enter.
Approver is available for approvals. It emails the named approver or eligible members of the approval team. Receiving the message does not grant approval rights or access to the conversation.
Team Inbox (Boei) is available for AI conversation endings. It keeps matching conversations in Boei for human follow-up. Choose the team and leave the person unassigned, choose a teammate, or use team assignment settings.
Chat agent, where offered, selects a recipient from the people available to that AI agent.

Several rules can send notifications for the same conversation. Only the first matching Team Inbox destination is used. Lower inbox priority numbers run first. Other matching notifications can still be sent.

Without a matching Team Inbox destination, an ended AI conversation leaves the open work list. Its history stays available. The visitor's requested transcript copy is independent of human follow-up.

A completed follow-up form or accepted email follow-up still creates work in Team Inbox when you remove the end rule. It does not silently add a team email. To receive an email, save a matching form or conversation-end notification. This avoids a second team email after the form notification.

Email content

Expand Email content options to choose a subject and whether to include the transcript, customer details, internal notes and inbox links. Internal notes are off by default and are never included in the visitor's copy.

Immediate form emails can include the submitted fields and collected request details. They do not wait for the later AI conversation analysis.

See Customize transcript emails and Webhooks.

Handoff notifications and personal alerts

A team can use manual claiming or automatic assignment. Manual claiming does not itself promise that someone receives an email. Check the saved notification rules. Team routing shows a setup link when no handoff rule applies to that team.

Personal email, SMS and Telegram preferences are under People > Agent settings. They let eligible people receive claim alerts without keeping Boei open.

Email and messaging fallback alerts

Use Incoming message needs human help for these alerts. They are in the same central rule list. The separate widget contact-form recipient applies only when a widget form has no recipient of its own.

Example

For a small sales team:

Send an email when a visitor submits the sales form.
Notify the team when a conversation is handed over.
For ended AI conversations that need more help, add a Team Inbox (Boei) destination.

Start with the notifications you need. Add conditions to avoid sending every event to everyone.

All event rules now use the same central storage. Editing a handoff rule updates both its live and messaging behavior. There is no independently editable copied rule for messaging. Your existing recipient list and conditions are preserved during migration.