Email and SMS notifications

After every call, scoco can send you an email and a text message, plus a review once a week. This page shows who gets what, how to set it for yourself and for your team, and how to check whether a notification arrived.

What is sent after a call

After every call in which something was said, every active member of your team who has accepted their invitation gets:

• an email with the summary, sent to the address they sign in with. The email is on for everyone until someone turns it off. A link in it opens the call in the Inbox.
• a text message, if a mobile number is on file for them. It holds the summary in one line, the callback number and a note if a transfer attempt failed. If the call ran in another language than your account's, it names that too, such as "Call in Arabic".

In the email's transcript every turn stands on its own, under who said it: “Caller” (on WhatsApp “Customer”), “Assistant” or “Your team”. Email and text message are in your account's language. If the call ran in another language, the email holds the transcript translated. If the translation was not ready when it was sent, the email holds the original and says so. If someone called and hung up without saying anything, that is exactly what they say: the number, in the email also the time and duration, but no summary. The inbox lists such a call as No interaction.

Test calls trigger no notifications. Only the demo call in the setup wizard sends its summary to you, if you started it. The setting applies to all assistants alike; it cannot differ per assistant.

Your own notifications

1. Open Settings›Notifications.
2. In your row, turn E-mail on or off.
3. Under SMS to, enter your mobile number with the country code, for example +49 151 …. It saves as soon as you leave the field. An empty field means no text messages.
4. On the Weekly digest card, turn Weekly review by e-mail on or off.

Every role reaches this page. As a Member or Viewer you see only your own row.

Set it for the team

An Owner or Admin sees a row for everyone on the team on the same page. There they turn the email on or off for each person and enter their SMS number. An admin cannot change an owner's row. Every change saves itself.

Two things stay personal:

• The weekly review. Each person turns it on or off only for themselves.
• The row itself. It applies to that one person only. There is no switch that turns notifications off for the whole account.

Two things, on the other hand, apply to the whole account and are not set on this page: emails about billing, such as the trial period or an outstanding payment, always go to the Owner. And the bell in the dashboard shows everyone on the team the same failed deliveries.

The weekly review

Every Monday morning, an email sums up the previous week from Monday to Sunday: the calls compared with the week before, how many were answered, appointments, declined sales calls and blocked spam, plus what is still open in the Inbox and the most frequent question your assistant had no answer to. The numbers are the same as on the Overview.

By default only the Owner receives it. Everyone else turns it on themselves. A week without calls sends nothing.

Check whether something arrived

On an open call, the Call data & processing card lists every email and text message for that call under Notifications, with recipient and status.

If a delivery failed, the bell shows a dot. It lists what did not work in the last 30 days, each with its reason. See all opens the full list.

Common problems

No email arrives. Check your E-mail switch and your mailbox's spam folder. If the Call data & processing card says sent, the mail service accepted the email. There is no delivery confirmation.

No text message arrives. Check the number under SMS to. The Call data & processing card shows whether the message was sent or failed.

The bell says Email sending is currently not active or SMS sending is currently not active. This is not a setting in your account. We are taking care of it.

An admin gets no weekly review. By default only the owner receives it. Each person turns it on under Settings›Notifications themselves.