Guides › Routing & alerts
Alerts & Notifications Tell the right people about the right leads — by email, text, Slack or Teams — or send them a scheduled digest. Find it: Settings > Automations. alerts are automations; reports are jobs under Settings → Scheduled Jobs Before you start: A mail sender connected under Settings → Email Engine, for anything sent by email. Without one, every send fails. An administrator role. The recipients, and the Lead Tag or job the alert is about. New to this? Read How Routing Works first — two minutes, and it explains why each recipe touches three screens.
Recipe: email or text a desk about hot leads Put the people on the tag Settings → Lead Tags , open the tag, add the email addresses — and phone numbers, for texts. Switch on the automation Settings → Automations → Email me about hot leads or Text me about hot leads . Choose which Lead Tags it covers A tag that cannot be reached is marked · no email address or · no phone number . Pick none and it sends nothing. For texts only: add the Twilio secrets TWILIO_ACCOUNT_SID and TWILIO_BASIC in the Secret Vault . Press Schedule, then enable the job Settings → Scheduled Jobs . The job shows a next-run time.
Recipe: post leads to Slack or Teams Copy the channel's webhook URL The automation's row says where to get it in Slack or Teams. Save it in the Secret Vault Name SLACK_WEBHOOK_URL or TEAMS_WEBHOOK_URL ; the URL is the value. Switch on the Slack or Teams automation and choose which leads it sends By score, by tag, or either. Press Schedule, then enable the job Qualifying leads post to the channel on the next run. Everything goes to the one channel you saved, and everyone in it sees all of it. Choosing tags picks the leads, not the people.
Recipe: send a scheduled report Add a Report job Settings → Scheduled Jobs , pick the report type and a schedule. Choose recipients Notification tags send each person only the leads carrying the tags they are on — two desks, two different emails from one job. Plain addresses on the job get every lead in the report. You can use both. Optionally write your own subject and body Only Returning Customers, Weekly Digest and Aging Leads use it. Preview it below first. Enable the job The report arrives in the inbox you named at the next run. Returning Customers is already in your workspace as a weekly job (Monday 8am), switched off: add a recipient address and enable it.
Practice: preview the email Pick an alert, fill in “Email template”, and see exactly what lands in the inbox.
The five report types, and which accept your own wording Report What it sends Your wording Returning Customers People who came back — recognised across two or more conversations. One row per person: their public reference, how many conversations, when they came back. Skips the send when nobody returned. Yes Weekly Digest A 7-day summary. Always sends — a quiet week is still signal. Yes Aging Leads Leads sitting untouched past the age you set. Yes Lead Summary Last-24-hour lead counts — a daily heartbeat. No Pipeline Health Last-24-hour job executions — a daily heartbeat. No Lead Summary and Pipeline Health ignore the subject and body you write Both build their own. Customise either and nothing you typed will ever appear. Looking for a hot-lead report? Use the first recipe. The old Hot Leads report duplicated the hot-lead automations and could send the same lead twice, so it was retired. You'll know it worked: The alert or report arrives where you sent it. If the run reports success and no mail arrives, check the sender first — sending is fail-closed , so there is no fallback address it could have gone to instead. Nothing arrives at all In order: the job is still switched off; the Email Engine is not connected; the tags you picked have no address for this channel; texts are missing a Twilio secret. Full list: Automations & Jobs → Troubleshoot . One lead was announced, then never again Correct: each lead is alerted once per tag, ever. A new tag on the lead tells the people on that tag. Someone received the same lead twice The lead carries two tags that both reach that person. Keep overlapping tags off one recipient list. My custom subject never appears Lead Summary and Pipeline Health ignore custom wording; only the other three use it. Placeholders show odd values The placeholder {{workspace}} is not your company name, and {{date}} is not a friendly date. The practice preview above shows each one. What an alert email contains, and why Alert emails carry a short lead id, the score and the tags — never names or phone numbers . Someone who needs contact details opens the lead in LeadLogiX, where their role and tag scope still apply. Returning Customers reports on the person , not the lead: LeadLogiX merges a returning visitor's conversations into one customer profile, so somebody who has spoken to your agents four times is one row with a four. Names and contact details stay out of that email and behind your team's permissions. An automation can also fire the moment a profile merges and carry the whole history into what it sends — see what else an automation can do .