When the assistant needs your team — a guest asked to speak with a person, wants to book, or something needs attention — WeSpeak notifies you. Here you set up where those notices reach you and what each one means.
Where it's configured
In Settings, Notifications section:
| Field | What it does |
|---|---|
| Email to receive notifications | The email where the notices arrive. |
| Phone numbers for notifications | Your team's WhatsApp numbers that receive the alerts as a message. You can add more than one (type the number and press Add). |
⚠️ The WhatsApp numbers field only appears if your account has the WhatsApp API connection. With other connections, notices arrive by email and inside the panel.
💡 Right there you can enable "Alert about inactivity in a paused conversation after": if a conversation was paused (waiting for your team) and nobody handles it within the time you choose, you receive the reminder "Paused conversation with no response". The available times range from 10 or 30 minutes, through 1 to 6 hours, up to 12 hours or 1 day — or Disabled if you don't want the reminder.
What notices exist and where they arrive
| Notice | Panel | ||
|---|---|---|---|
| The assistant stopped / handed off to an agent (the guest asked for a person, wants to book, requested an invoice, a guest staying needs assistance…) | ✅ | ✅ | ✅ |
| A channel disconnected (WhatsApp/Instagram needs to be reconnected…) | ✅ | — | ✅ |
| Movements of your tickets (received, corrected, awaiting your reply) | ✅ | ✅ | — |
| Conversation usage (at 80%, 95% and 100% of the plan) | ✅ | ✅ | ✅ |
| Billing and renewal (payment reminders, receipts) | ✅ | — | — |
ℹ️ The handoff notice email includes the context of the conversation, so whoever receives it can pick it back up without reading the whole history.
Details of each notice
- Channel disconnected: when WhatsApp, Instagram or Facebook lose the connection (for example, because Meta invalidated the access), you'll see the notice "Your channel has disconnected. Go to Channels to reconnect." The same notice isn't repeated more than once every 30 minutes per channel, so as not to overwhelm you.
- WhatsApp by QR code: before notifying you, the system verifies that the disconnection is real and checks it again (at 30 and 60 minutes) — so momentary phone drops don't generate false alarms. Also, during the first 4 days after connecting the channel these notices aren't sent (it's normal for the connection to stabilize at first).
- Conversation usage: each threshold (80%, 95% and 100%) notifies only once per cycle — you won't receive the same notice repeated.
- Tickets: in addition to the movements (received, corrected, awaiting your reply), if a ticket stays awaiting your reply for 7 days, it closes on its own and you receive the notice "Your ticket was closed automatically for lack of response".
Notifications inside the panel
In the panel, the notifications icon accumulates the notices: each one tells you the reason and takes you straight to the conversation with the View chat or View ticket buttons. It's the fastest way to work the day's handoff queue.
Some of the reasons you'll see (depending on what the assistant detected):
- "User requested to speak with an agent"
- "Customer wants to make a reservation"
- "Guest staying needs urgent assistance"
- "Invoice request" / "Customer requests payment information"
- "Cancellation or modification request"
- "Query about prices and availability" (when it requires review by your team)
- "Conversation requires review" — the assistant preferred to stop and ask for a human look.
- "Paused conversation with no response" — the inactivity reminder you configured.
- "A possible hallucination was detected — assistant paused" — the quality control detected a possible incorrect reply and paused the assistant in that conversation so your team can review it.
Frequently asked questions
How do I get the alerts to reach my personal WhatsApp?
In Settings → Notifications, add your number in Phone numbers for notifications and save. Remember: available with the WhatsApp API connection.
Only the email field appears, not the number one.
Your account doesn't have the WhatsApp API connection (for example, it uses the QR code connection). The WhatsApp notice requires the official connection.
I used to get the notice when they asked for an agent and now I don't.
Check that your number is still loaded in Settings → Notifications and that the WhatsApp API channel is connected. Keep in mind that some notices go only by email (tickets, billing) — also check the configured email and its spam folder.
Can I get an email when the assistant ends up handing off to an agent?
Yes — it's the handoff notice from the table: it reaches the configured email, with the context of the chat, and also as a notification in the panel.
The assistant promised to hand off to an agent and nothing reached me.
First check the configured email/number. If they're right, report it with the thumbs down on that assistant reply: it may be a case to adjust in its stopping rules.