Plug & Plai FAQ

English

Deutsch

English

Deutsch

Appearance

🔔 Notifications ​

Welcome to the Notifications system! This feature helps you stay informed about important updates and events in your system, such as new knowledge base gaps and successful campaign contacts.

✨ What are Notifications? ​

Notifications alert you when important events happen in your system, such as:

  • New Knowledge Base Gaps: When your AI assistant encounters questions it cannot answer well, a gap in your knowledge base is identified and you'll be notified.
  • Green Candidate Identified: When a contact in a campaign is evaluated as a strong match (a "green candidate"), you can receive an instant notification.

These notifications help you stay on top of areas where your assistant needs more information, and alert you immediately when campaigns produce high-quality results.

🔔 Notification Bell ​

Location ​

You'll find the notification bell in the top-right area of your screen, next to your account menu.

What You'll See ​

  • Notification Icon: A bell icon that's always visible
  • Red Badge: When you have unread notifications, a red badge appears showing the number of new notifications
  • No Badge: When all notifications have been read, no badge is shown

How to Use ​

  1. Click the bell icon to open your notifications
  2. Check the red badge to see how many unread notifications you have
  3. Hover over the icon for a smooth visual effect

Re-enabling Push Notifications

If you previously declined browser push notifications and want to enable them, simply click the bell icon again. The system will attempt to re-trigger the permission request so you can allow notifications.

📋 Notification Panel ​

When you click the notification bell, a panel opens showing:

Panel Header ​

  • "Notifications" title on the left
  • "Mark all as read" button on the right (only appears when you have unread notifications)

Notification List ​

Each notification shows:

  • Red dot: Indicates unread notifications
  • Gray dot: Indicates notifications you've already read
  • Title: Brief description of what happened
  • Time: When the notification was created (e.g., "2 hours ago", "just now")

Empty State ​

When you have no notifications, you'll see:

  • Empty icon with a friendly message
  • "No new notifications" text

🖱️ Managing Notifications ​

Mark Single Notification as Read ​

  • Click on any notification to mark it as read and go to the relevant page
  • The red dot changes to gray to show it's been read

Mark All as Read ​

  • Click "Mark all as read" in the panel header to mark all notifications as read at once
  • You'll see a success message confirming the action

Visual Indicators ​

Beyond the notification panel, you'll also see visual hints throughout the interface:

  • Knowledge Base menu item: Shows a red dot when there are unread knowledge base gap notifications
  • Knowledge Base Gaps tab: Shows a red dot when there are new gap notifications
  • Gap table entries: Individual gaps may show a red dot if they're associated with new notifications

🌐 Browser Push Notifications ​

In addition to in-app notifications, the platform supports browser push notifications (Web Push). These allow you to receive alerts even when you are not actively viewing the app in your browser.

How Push Notifications Work ​

When you open the platform for the first time, your browser will ask for permission to send you push notifications. You can:

  • Allow — the system registers your browser and will send push notifications for important events (e.g., a green candidate is identified in a campaign).
  • Deny — no push notifications will be sent to your browser. You can re-enable them later by clicking the bell icon.
  • Later / Dismiss — you will be asked again on your next visit.

Re-enabling Push Notifications ​

If you initially denied permission and want to receive push notifications:

  1. Click the bell icon in the top-right corner of your screen.
  2. The system will attempt to re-trigger the browser permission prompt.
  3. Follow your browser's instructions to allow notifications.

Note on browser settings

If your browser has permanently blocked notifications for this site, you may need to re-enable them in your browser's site settings (usually found by clicking the lock/info icon in the address bar) before the prompt will appear again.

Supported Browsers ​

Browser push notifications are supported in most modern browsers, including:

  • Chrome, Edge, Firefox (all platforms)
  • Safari on iOS 16.4+ and macOS

🟢 Green Candidate Notifications ​

What is a Green Candidate? ​

A green candidate is a contact who has been evaluated as a strong match after an AI-powered campaign call. This means the campaign goal was fully achieved during that call.

For example, in a recruitment campaign, a green candidate could be someone who expressed strong interest and meets the requirements — someone you want to follow up with quickly.

How to Enable Green Candidate Notifications ​

You can turn on push notifications for green candidates on a per-campaign basis:

  1. Open a campaign from the Campaigns page.
  2. Click on the Notifications tab in the campaign details.
  3. Toggle on "Green Candidate Notifications".
  4. Click Save to apply the changes.

Once enabled, you (and anyone in your team who has allowed browser push notifications) will receive an instant push notification whenever a campaign call results in a green candidate.

What the Notification Looks Like ​

  • In-app bell: A new notification appears with the contact's name and campaign.
  • Browser push: A desktop/mobile notification appears with the title "🟢 Green Candidate: [Contact Name]" and the message "In campaign: [Campaign Name]".
  • Clicking the notification takes you directly to the campaign's Contacts tab.

Disabling Green Candidate Notifications ​

To stop receiving these notifications for a specific campaign:

  1. Open the campaign and go to the Notifications tab.
  2. Toggle off "Green Candidate Notifications".
  3. Click Save.

📚 Knowledge Base Gap Notifications ​

When You Get Notified ​

You'll receive a notification when:

  • Your AI assistant encounters a question it cannot answer well
  • A new "knowledge base gap" is identified
  • This helps you know where to add more information to improve your assistant

What's Included in Gap Notifications ​

When you receive a knowledge base gap notification, it may include:

  • Knowledge Base Sources: Links to existing documents or files that are related to the gap
  • Call Details: Information about the specific call that identified the gap
  • Contact Information: Details about the person who made the call (if available)
  • Campaign Context: Information about the campaign associated with the call (if applicable)
  • Call Status: Current status of the call (completed, ongoing, etc.)
  • Transcript: What was discussed during the call that led to identifying the gap
  • Suggested Actions: Recommended next steps to address the gap

Enhanced Call Information ​

Recent improvements to our notification system now provide more comprehensive details about each call:

  • Campaign Association: See which marketing campaign led to the call
  • Contact Details: View existing contact information from your database
  • Call Status Tracking: Monitor the current state of the call for better follow-up

Knowledge Base Sources ​

If your system finds relevant existing sources during the call, they will be listed in the notification email under "📚 Knowledge Base Sources." These sources help you:

  • Understand what information is already available
  • See which documents may need updating or expansion
  • Identify related content that could help fill the gap

What Happens Next ​

  1. You get a notification about the new knowledge base gap
  2. Review any included sources to understand what information is already available
  3. Click the notification to go directly to the Knowledge Base Gaps page
  4. Review the gap to understand what information is missing
  5. Add relevant content to your knowledge base to fill the gap
  6. Mark the gap as covered once you've addressed it

📝 Tips ​

  • Check notifications regularly to stay on top of important updates
  • Use the "Mark all as read" feature to quickly clear multiple notifications
  • Click notifications to go directly to the relevant information
  • Look for red dots throughout the interface as hints about new notifications
  • Allow push notifications when prompted so you never miss a green candidate or important event
  • Enable green candidate notifications on active campaigns to get instant alerts when a call succeeds

🔄 Push-Back Actions and Notifications ​

Independent Operation ​

Push-back actions and notification settings work independently:

  • Push-Back Actions: When a campaign is configured to push call results back to external integrations (like CRM systems), these actions will always execute after a call is completed, regardless of notification settings.
  • Notification Delivery: Email and webhook notifications still respect the notification configuration settings (enabled/disabled status and duration thresholds).

This means you can:

  • Disable email/webhook notifications to reduce inbox clutter while still maintaining automatic CRM updates
  • Have call results automatically synced to your external systems even when notifications are turned off
  • Control notifications and integration updates independently

Example Use Case: You might want all call results automatically pushed to your CRM for complete record-keeping, but only receive email notifications for calls longer than 60 seconds that need human attention.

📧 Call Notification Emails ​

What are Call Notification Emails? ​

When your AI assistant completes a call, you can receive detailed email notifications with all the important information about that call. These emails help you stay informed and take action quickly.

Email Notification Content ​

Call notification emails include comprehensive information:

Enhanced Features ​

Recent improvements make call notifications even more helpful:

  • Smart Caller Identification: The system automatically identifies who called by checking multiple sources. First, it looks at data from the call itself, then checks your contact database. For campaign calls, the contact name stored in the campaign is used to ensure the correct name is always shown in your notifications.

  • Easy-to-Read Dates: Call timestamps are now shown in a clear, readable format (dd.MM.yyyy HH:mm, like "16.01.2026 14:30") instead of technical date formats, making it easy to see when calls happened.

  • Campaign Call Tracking: For calls made as part of your campaigns, you'll see which attempt number it was. This helps you track how many tries it took to reach someone (for example, "Call Attempt #3" means this was the third attempt to reach this contact).

Uploaded Documents ​

If a caller used the file upload feature during a call, the uploaded document is included as a complete attachment in the notification email. This allows you to review the file directly from your inbox without needing to log in to the platform.

Call Details ​

Each notification email shows:

  • Timestamp: When the call started (displayed in easy-to-read format: dd.MM.yyyy HH:mm, for example "16.01.2026 14:30")
  • Assistant Name: Which AI assistant handled the call
  • Caller Name: Who made the call (automatically identified from your contacts or call data)
  • Company Name: The caller's company (if provided)
  • Phone Number: Contact phone number
  • Urgency Level: How urgent the matter is
  • Duration: How long the call lasted
  • Call Attempt Number: For campaign calls, shows which attempt this was (e.g., "Call Attempt #3")

Conversation Information ​

  • Questions & Answers: Specific questions asked during the call and the responses given
  • Summary: A brief overview of what was discussed
  • Sub Calling Reason: More specific details about why the person called
  • Transcript: Full conversation text
  • Knowledge Base Sources: Related documents or information used during the call
  • Template Overwrites: For campaign calls with customized variables, the notification shows which template values were personalized for this specific contact (e.g., custom goals, company names, or product information)

Campaign Evaluation Results ​

For campaign calls, the notification email includes an automatic evaluation showing whether the campaign goal was achieved:

  • Status: Shows one of three possible outcomes:
    • Success: The campaign goal was fully achieved during the call
    • Partial Success: Some progress was made, but the goal wasn't completely achieved
    • Failure: The campaign goal was not achieved
  • Details: A clear explanation of why the call received that status, based on what was discussed during the conversation

This evaluation helps you quickly understand how well each campaign call performed without having to read the full transcript.

Take Action ​

  • View Call Details: Click the button in the email to see the full call in your dashboard
  • FAQ Suggestions: Provide feedback on suggested FAQ items if applicable

Setting Up Email Notifications ​

Email notifications are configured by your administrator when setting up each AI assistant. They can specify which email addresses should receive notifications for calls.

Minimum Call Duration for Email Notifications ​

To reduce notification noise from very short or failed calls, you can set a minimum call duration threshold. Only calls that last longer than this threshold will trigger email notifications.

How it works:

  • Threshold Range: Set anywhere from 0 to 600 seconds (0 to 10 minutes)
  • Default: When set to 0 seconds, you receive email notifications for all calls
  • Example: If you set the threshold to 60 seconds, only calls lasting 1 minute or longer will send email notifications

Why use this feature?

  • Reduce inbox clutter from brief or failed calls
  • Focus on meaningful conversations that require your attention
  • Customize based on your workflow needs

Setting the threshold: Your administrator can configure this in the assistant's Configuration tab using the "Minimum call duration for email notifications" slider.

Filtering Notifications by Call Duration ​

You can now control which calls trigger email notifications based on their duration. This helps reduce notification noise from short or failed calls while still receiving important notifications for meaningful conversations.

How Call Duration Filtering Works ​

When configuring your assistant's notification settings, you can set a minimum call duration threshold. Only calls that meet or exceed this duration will trigger an email notification:

  • Default: 0 seconds (all calls trigger notifications)
  • Range: 0 to 600 seconds (up to 10 minutes)
  • Setting: Configured in the assistant's Configuration tab under notifications

Example Use Case ​

If you set the minimum email duration to 60 seconds:

  • Calls shorter than 60 seconds will not send email notifications
  • Calls that are 60 seconds or longer will send email notifications
  • This helps filter out quick hang-ups or very brief calls
  • All call data is still recorded and available in your dashboard for analytics

Benefits ​

  • Reduce email volume: Focus on meaningful conversations
  • Filter noise: Skip notifications for very short or failed calls
  • Stay informed: Still receive notifications for important calls
  • Complete records: All calls are still tracked regardless of notification settings

🌐 Webhook Notifications ​

What are Webhook Notifications? ​

Webhook notifications are automatic messages sent to external systems when important events happen in your AI assistant platform. Unlike the notifications you see in the user interface, webhook notifications allow your own systems to receive real-time updates about calls and other activities.

When Webhook Notifications are Sent ​

Webhook notifications are automatically sent when:

  • New calls are completed - Your system receives detailed information about each call
  • Call status changes - Updates about how calls ended and their outcomes

Webhook Notification Content ​

When a call is completed, your webhook endpoint receives detailed information including:

Call Information ​

  • Call ID: Unique identifier for the call
  • Timestamp: When the call started (in ISO 8601 format with timezone)
  • Duration: Length of the call in seconds
  • Assistant Details: Which AI assistant handled the call
  • Campaign Information: If the call was part of a campaign
  • Call Status: How the call ended (using detailed end call reasons)
  • Transcript: Full conversation transcript
  • Summary: AI-generated summary of the call

Contact Information ​

For each call, the webhook includes structured contact details:

  • Contact ID: Unique identifier in your system
  • Name: Contact's full name
  • Email: Contact's email address
  • Phone: Contact's phone number
  • Created Date: When the contact was first added
  • Metadata: Any custom information associated with the contact
  • Tags: Categories or labels assigned to the contact

Additional Data ​

  • Urgency Level: How urgent the call was rated
  • Questions & Answers: Specific questions asked and responses given
  • FAQ Suggestions: Any suggested FAQ items and feedback links
  • Knowledge Base Sources: Related documents or information used

Setting Up Webhook Notifications ​

Webhook notifications can be configured by your administrator for each AI assistant. They can be sent to:

  • Email addresses - For human review and action
  • URL endpoints - For automatic processing by your systems

Minimum Call Duration for Webhook Notifications ​

Similar to email notifications, you can also set a minimum call duration threshold for webhook notifications. This allows you to control which calls trigger webhooks to your external systems.

How it works:

  • Threshold Range: Set anywhere from 0 to 600 seconds (0 to 10 minutes)
  • Default: When set to 0 seconds, webhooks are sent for all calls
  • Example: If you set the threshold to 30 seconds, only calls lasting 30 seconds or longer will trigger webhook notifications

Independent Control: The email and webhook thresholds work independently, giving you flexibility:

  • Set different thresholds for email vs webhook notifications
  • Example: You might want webhooks for all calls (0 seconds) to collect statistics, but only receive emails for longer calls (60 seconds) that need human attention

Setting the threshold: Your administrator can configure this in the assistant's Configuration tab using the "Minimum call duration for webhook notifications" slider.

Filtering Webhook Notifications by Call Duration ​

Similar to email notifications, you can control which calls trigger webhook notifications based on their duration. This feature works independently from email duration filtering, giving you complete flexibility.

Independent Control ​

Email and webhook notifications have separate duration thresholds:

  • Email threshold: Controls which calls send email notifications
  • Webhook threshold: Controls which calls send webhook notifications
  • Independent settings: You can set different values for each

Example Use Cases ​

Collect all data, notify selectively:

  • Set webhook threshold to 0 seconds (send all calls to your analytics system)
  • Set email threshold to 60 seconds (only notify your team about longer calls)
  • Result: Complete data collection with reduced email noise

Filter both types:

  • Set webhook threshold to 30 seconds
  • Set email threshold to 60 seconds
  • Result: Focus processing power on meaningful conversations

Configuration ​

These duration thresholds are configured in the assistant's Configuration tab:

  1. Navigate to your assistant's settings
  2. Find the notification configuration section
  3. Use the sliders to set minimum durations for email and webhook notifications
  4. Values are displayed in an easy-to-read format (e.g., "1m 30s" for 90 seconds)
  5. Setting to 0 seconds means "all calls" will trigger that notification type

Recent Improvements ​

We've recently enhanced webhook notifications to provide:

  • Call timestamps - Every notification now includes when the call started, helping you track timing and correlate events
  • Better contact data structure - More organized and complete contact information
  • Improved call status tracking - More accurate reasons for how calls ended
  • Cleaner data format - Easier for your systems to process and use

Note: Notifications help you continuously improve your AI assistant by identifying areas where more knowledge is needed. This ensures your assistant can better serve your customers over time.

If you have any questions about notifications, please contact your administrator or support team!