Prerequisites

This guide assumes you already have:

• A Help Genie account with at least one active voice genie handling calls
• Access to whatever notification channels you want to set up (Slack workspace, Teams tenant, etc.)

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Your voice genie handles the call. But what happens after the call matters just as much. If a hot lead calls at 9 PM and your team doesn’t see it until 9 AM, that’s 12 hours where the caller might contact a competitor instead.

Help Genie sends a detailed conversation report after every call. It also pushes real-time alerts to the channels your team already uses. The goal: every caller gets a fast follow-up because the right person on your team sees the notification within minutes, not hours.

Step 1: Configure Email Conversation Reports

Email reports are on by default for the genie owner. But you’ll want to add your team and review what’s included.

What to do:

1. Open your genie’s settings and go to the Conversation Reports tab
2. Review the report template (Help Genie includes a well-structured default)
3. Go to the Support Settings tab and add email addresses for team members who should receive reports

What every email report includes:

Section	What It Contains
Caller Info	Name, phone number, email (if captured)
Duration	How long the conversation lasted
Summary	AI-generated 2-3 sentence overview of the call
Topics	Automatically extracted topics discussed
Sentiment	Positive, neutral, or negative assessment of caller mood
Next Steps	AI-recommended follow-up actions
Transcript	Full text of the conversation

Who should get reports:

• Sales team — For leads and pricing inquiries
• Operations/dispatch — For service requests and scheduling
• Management — For high-level oversight (consider a daily digest instead of every call)
• On-call staff — For after-hours emergency routing

Step 2: Set Up Real-Time Slack Notifications

Email is reliable but slow. For leads that need fast follow-up, Slack notifications put the alert right where your team is already working.

What to do:

1. In your genie’s settings, go to the notification or integration section
2. Select Slack as a notification channel
3. Connect your Slack workspace
4. Choose which channel receives notifications (create a dedicated #leads or #genie-calls channel for clarity)
5. Customize the notification template

Slack notifications include:

• Caller name and contact info
• Conversation summary and duration
• Sentiment indicator
• Topics discussed
• Direct link to full conversation in Help Genie

Template customization with dynamic variables:

Help Genie supports these variables in notification templates:

Variable	What It Shows
{{agentName}}	The name of the voice genie that handled the call
{{customerName}}	The caller’s name (if captured)
{{duration}}	Call duration
{{summary}}	AI-generated conversation summary
{{topics}}	Extracted topics from the conversation
{{sentiment}}	Caller sentiment assessment
{{nextSteps}}	Recommended follow-up actions
{{conversationUrl}}	Link to full conversation details
{{timestamp}}	When the call happened

A good Slack template:

New call on {{agentName}} ({{duration}})
Caller: {{customerName}}
Sentiment: {{sentiment}}

{{summary}}

Next steps: {{nextSteps}}

Full details: {{conversationUrl}}

Step 3: Add Microsoft Teams, SMS, or Other Channels

Different teams use different tools. Help Genie supports multiple notification channels simultaneously, so your sales team can get Slack alerts while your field techs get SMS.

Available channels and their strengths:

Channel	Best For	Format
Microsoft Teams	Corporate teams already in Microsoft 365	Formatted cards with action buttons
SMS	Field workers, mobile-first teams	Concise text (name, summary, callback number)
WhatsApp	Teams that communicate via WhatsApp	Mobile-friendly formatted messages
Telegram	Tech-savvy teams, remote workers	HTML-formatted messages
Discord	Smaller teams, startups	Embedded rich messages

What to do for each channel:

1. Select the channel in your notification settings
2. Provide the connection details (webhook URL for Teams/Discord, phone number for SMS, etc.)
3. Customize the template using the variables from Step 2
4. Send a test notification to verify formatting and delivery
5. Confirm the notification arrives within seconds

Platform-specific formatting notes:

• Slack uses Markdown formatting (bold with *text*, links with <url|text>)
• Teams uses formatted cards with section headers and action buttons
• Telegram supports HTML tags (<b>, <i>, <a>)
• WhatsApp and SMS are plain text only, so keep templates concise

Step 4: Route Notifications to the Right People

Not every team member needs every notification. A sales manager doesn’t need to see every support call. A technician doesn’t need to see every pricing inquiry.

Routing strategies:

By genie: If you have different voice genies for sales vs. support, configure separate notification channels for each. Sales genie alerts go to #sales-leads in Slack. Support genie alerts go to #support-tickets.

By urgency: Use the sentiment and topic data to prioritize. A caller with negative sentiment asking about a broken product needs faster attention than a positive caller browsing options.

By time: After-hours calls might route to SMS for the on-call person while business-hours calls go to the full team’s Slack channel.

What to do:

1. Review which genies your team runs and who handles each type of call
2. Set up separate notification channels per genie where it makes sense
3. For shared genies, configure multiple channels so the right subset of your team sees each alert
4. Set up webhook integrations for more advanced routing (see our webhook guide for details)

Step 5: Test and Monitor Your Notification Pipeline

Set up is done. Now verify everything works end to end before relying on it for real calls.

What to do:

1. Call your voice genie and have a full test conversation (provide a name, ask a question, share contact info)
2. Verify the email report arrives within 2-3 minutes
3. Check each real-time channel (Slack, Teams, SMS) for the notification
4. Verify all template variables populated correctly (no blank {{customerName}} fields)
5. Click the conversation URL link in the notification and confirm it opens the right conversation
6. Have a second team member verify they also received the notification

Ongoing monitoring:

• Check weekly that notifications are still flowing (integrations can disconnect after password changes or workspace updates)
• Review templates monthly as your team’s needs evolve
• Ask your team if the notifications contain the right information. Too much detail creates noise. Too little means they have to click through to the full conversation every time.

Troubleshooting common issues:

Problem	Likely Cause	Fix
No email report	Incorrect email or spam filter	Check the email address, check spam/junk folder
Slack notification missing	Channel permissions or disconnected integration	Reconnect Slack, verify bot has channel access
SMS not received	Incorrect phone number format	Use international format (+1 for US numbers)
Template variables show as blank	Caller didn’t provide that information	Add fallback text or make the field conditional

Your voice genie captures every detail. Make sure your team sees it. Configure your notifications in Help Genie and turn every call into a team action item.