First-Time Email Setup
Almost Done!
You're in the final step of onboarding. Set up your emails and you're ready to go.
Two things to set up: Appointment Notifications + Escalation Policy
Where You Are
Location: Onboarding → Accounts → Finalize
What You're Setting Up
| Setting | What It Does |
|---|---|
| Appointment Notifications | Who gets emailed when appointments are created, cancelled, or rescheduled |
| Escalation Policy | Who receives issues that agents escalate |
Appointment Notifications
There are 3 notification types, you can turn each one on separately:
| Toggle | When Email Is Sent |
|---|---|
| Appointment Creation | When a new appointment is booked |
| Appointment Cancellation | When an appointment is cancelled |
| Appointment Reschedule | When an appointment is rescheduled |
For each one:
- Turn the toggle on (blue = on)
- Type email in the field next to it → Enter
- You can add multiple emails
Escalation Policy
When agents can't resolve a customer issue, they escalate. There are 3 categories:
| Category | What Issues |
|---|---|
| Service | Complaints, product questions |
| Accounting | Invoice, payment issues |
| Other | Everything else |
For each category:
- Type email → Enter
- You can add multiple people
- Click Done
I'll Do This Later
You can skip, but:
⚠️ Appointment notifications stay off - You won't know about appointment changes
⚠️ Escalations go nowhere - Agents can't get help
Quick Tips
- ✅ Add at least one email to each category - Don't leave empty
- ✅ Use team emails - Like
support@company.com - ✅ Turn on cancellation notifications - Don't miss cancellations
- ❌ Don't put everything to one person - Overload