Prerequisites

This guide assumes you already have:

• A Help Genie account with at least one active voice genie handling calls
• The email addresses of the team members who should get alerts

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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 can also email your team an alert for every conversation, a daily or weekly digest, or only the conversations that need a human. 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: Choose How Often Your Team Hears About Calls

Some teams want to see every call as it ends. Others want one email a day. Help Genie gives you three options for team alerts, all by email.

Option	Best For	What Arrives
Every conversation	Sales teams and small businesses that follow up on every lead	One email after each conversation
Daily or weekly digest	Managers who want oversight without the noise	One summary email for the period: conversation count, sentiment, topics, recommendations and the conversations flagged for attention
Only the ones needing a human	Busy teams that only want to act when the genie could not finish the job	An email when a conversation is flagged as needing a person

What to do:

1. Open your genie’s notification settings
2. Pick the alert option that matches how your team works
3. Add the email addresses that should receive alerts
4. Make a test call and check what arrives

Step 3: Use the Needs-a-Human Flag for Urgent Calls

Help Genie analyses every conversation for sentiment, topics, issue category and resolution. It also flags the conversations that need a person, with a severity level. That flag is what makes the “only the ones needing a human” option useful for urgent calls.

What to do:

1. Decide who should hear about flagged conversations (for example, the on-call person after hours)
2. Add their email address to the alerts for that genie
3. Ask them to turn on email notifications on their phone so a flagged call reaches them within minutes

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, send each genie’s alerts to different people. Sales genie alerts go to your sales team. Support genie alerts go to your support lead.

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 role: Give managers the daily or weekly digest, and give the on-call person the needs-a-human alerts.

What to do:

1. Review which genies your team runs and who handles each type of call
2. Set up separate recipients per genie where it makes sense
3. For shared genies, add several recipients so the right people see each alert

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. If you chose the needs-a-human option, run a second test where you ask for a person, and confirm that alert arrives
4. Check the caller’s name and contact details came through in the report
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 (a new spam filter or mailbox rule can catch them)
• 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
Caller name is blank in the report	Caller didn’t provide it	Set up a lead capture goal so the genie asks for it

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.