Who gets told, and how

The short version#

LucyIQ tells the person doing the work, not one inbox for everyone. A new ticket goes to whoever it is assigned to. Full storage goes to the people who look after knowledge. A document that couldn't be added goes to whoever uploaded it.

Everything lives on one page: Settings ▸ Notifications. It has three parts, top to bottom.

1. How to reach me#

One choice: Notify me by Smart, Phone, Email or Both.

• Smart (the default) buzzes your phone if you have the app, and emails you if you don't.
• Choose by type lets you pick differently for customers, your assistant, and your account.
• Also send me everything my team gets (owners with a team only). Once you have a team, you're the backstop: items go to the people who look after them, and to you only when none of them can be reached. Switch this on to hear about everything.

Team members who can't open Settings find the same choice under Settings ▸ App Settings.

2. Notifications#

One list, grouped under Customers and enquiries, Your assistant and Your account. Each notification appears once, with four columns:

• On: the owner's switch. Off stops it for everyone. The row then says where the item still shows up, such as the bell.
• Notification: what it is. Tap the ⓘ for more.
• Goes to: who it reaches right now. If you work alone, it simply says you.
• Me: your own copy. Switch it off and only your copy stops. The link at the bottom of any of these emails does the same in one tap.

Help desk tickets and bookings are routed in their own settings, so their rows link there. If an assistant has no support inbox, a note says so.

Weekly summary and Tips and new features each have an each person, their own switch. Turn it on and everyone on your team with an assistant gets their own copy too.

The last row, Billing, account, sign-in, support replies, is always on, including your own copy. It always goes to the account owner.

Team members see only the notifications that reach them, with their own Me switch.

3. If nobody can be reached#

Owners only. Switch on Send to a shared inbox and add an address such as orders@yourbusiness.com. It is used only when a notification would reach nobody. It never replaces a person and never changes the always-on emails.

If a notification is on but would reach nobody, its row says Nobody would be told.

Your chat on your website#

If we stop seeing your chat load on your website for a week, a note appears in the bell with the one step to put the code back.

Franchises#

Head office can see where each location's customer alerts go under Franchise HQ ▸ Notifications. It can lock a notification on or off for every location, and nudge a location whose alerts reach nobody. A locked row shows "Managed by" your head office. When a location asks head office for help, anyone at head office can answer by replying to the email. The answer goes back to the location as a private note, with their name on it.