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New-lead alerts: phone, Telegram and email

Get told the moment a new lead or a waiting chat arrives, on your phone, in Telegram or by email, plus a weekly summary every Monday.

A customer who gets an answer in five minutes usually books. A customer who waits a day often goes elsewhere. This guide shows the three ways to hear about new leads at once, and the weekly summary email. Setup takes about 5 minutes in the owner app on your phone.

Which alert does what

Alert New lead Chat waiting for a person Who gets it Set up in
Phone notification Yes Yes Every owner and staff member who turned it on, on each device Owner app, on each phone
Telegram Yes No The one Telegram chat that was connected Owner app → Business (owners)
Email Yes No Every owner of the business, or the people your routing rules name Owner app → Business (owners); rules in the website editor
Weekly summary email — — Every owner Owner app → Business (owners)

The same phone notifications, Telegram chat and email (when Email me about every new lead is ticked) also tell you when the AI cannot answer: "AI could not answer a chat" (at most once a day) and "AI allowance used up" (once a month). See Alerts when the AI cannot answer.

A new lead is any lead: from the enquiry form, an online booking, the website chat, two-way WhatsApp, or one added by hand in the website editor. A "chat waiting" alert is sent when a visitor writes in the chat (or on WhatsApp) and the AI is not answering.

You can send leads about a topic to the right person, and limit phone and Telegram alerts to urgent leads, with lead routing. Urgent leads (the visitor ticked your "urgent" box) say "URGENT" in the email subject, the Telegram message and the phone notification, and are sent at once.

Phone notifications, Telegram and email each depend on your platform having them switched on. If one is not available, the owner app says so (see below).

Phone notifications

You turn these on separately on every phone or computer that should ring. Each person does it on their own device.

On Android

  1. Open the owner app in Chrome. It is easiest if you first add it to your home screen: Chrome menu ⋮ → Add to Home screen.
  2. Owners: tap Business and find Notifications on this phone. Staff: the same switch is on the Today screen, under Notifications.
  3. Tap Turn on.
  4. When the phone asks whether to allow notifications, choose Allow.
  5. The app now says "On for this phone ✓".
The Business screen in the owner app, with New-lead alerts, Notifications on this phone and Telegram
The Business screen in the owner app, with New-lead alerts, Notifications on this phone and Telegram

On iPhone

An iPhone only shows notifications for apps on the Home Screen.

  1. Open the owner app in Safari.
  2. Tap Share → Add to Home Screen, then Add.
  3. Close Safari and open the app from its new icon on your Home Screen.
  4. Owners: tap Business → Notifications on this phone. Staff: look on Today.
  5. Tap Turn on and allow notifications.

If you open the switch in Safari instead of from the Home Screen icon, the app reminds you: "On iPhone: tap Share → Add to Home Screen, open the app from there, then turn notifications on here."

What the messages mean

  • "Get a notification on this phone for every new lead and chat." with Turn on: not on yet for this device.
  • "On for this phone ✓" with Turn off: working. Tap Turn off to stop it on this device only.
  • "Notifications are blocked for this site — allow them in the browser's site settings.": you once said "Block". Allow notifications for your business address in the browser or phone settings, then try again.
  • "This browser cannot show notifications.": use Chrome on Android, or the Home Screen app on iPhone.
  • "Phone notifications are not set up on this platform yet.": ask the platform team.

Tapping a notification opens the lead or the chat straight away. Turning it on applies to this phone and this browser only, so do it again on a new phone.

Telegram

Telegram is a free messaging app. Each new lead arrives as a message with the customer's name, phone or email, their message, where it came from, a link to open the lead and a WhatsApp link. Only owners can connect it, and one Telegram chat is connected per business.

  1. Install Telegram on your phone and sign in.
  2. In the owner app, tap Business and then Connect Telegram (under Telegram).
  3. A link appears. Open it on the phone that has Telegram, within 30 minutes.
  4. Telegram opens a chat with the platform's alert bot. Tap Start.
  5. The bot replies "Connected! New leads for <your business> will appear here. Send /stop to turn this off."

The Business screen then shows "Connected ✓ — new leads arrive in Telegram."

To stop Telegram alerts, either send /stop to the bot ("Done — you will no longer get lead alerts here.") or tap Disconnect on the Business screen. If the link was older than 30 minutes, the bot says it has expired: tap Connect Telegram again.

If you see "Telegram alerts are not available yet.", your platform does not have Telegram switched on.

Email for every new lead

Every owner of the business gets an email for each new lead ("New lead: <name> — <your business>"), with the same details as the Telegram message.

If the customer gave an email address, just press Reply in your email app: the answer goes straight to the customer, not to the platform.

  1. In the owner app, tap Business.
  2. Under New-lead alerts, tick or untick Email me about every new lead.
  3. Tap Save.

This setting is for the whole business, so it switches the email on or off for all owners. Staff do not get these emails; staff use phone notifications instead. The same switches are in the website editor under Businesses → Notifications.

Weekly summary on Mondays

Every Monday morning (around 9:00 India time) owners get an email called "Your week at <your business>", as long as the website is published. It shows the past week:

  • new leads, compared with the week before, and how many you won;
  • bookings, compared with the week before (when you use online booking);
  • what website visitors tapped: calls, WhatsApp, directions, and how many sent a message;
  • website chats;
  • if you use the pipeline beyond New: open leads per stage, what you won this week and its value, and how many next steps are overdue, with a link to the pipeline board;
  • if your platform has AI switched on and there was activity, two short tips;
  • a link to open the owner app.

To stop it, untick Weekly summary email (Mondays) under Business → New-lead alerts and tap Save.

Good to know: All emails need your platform to have email sending switched on. If emails do not arrive, check your spam folder first, then ask the platform team.

For staff

Staff do not see the Business tab. Your notification switch is on the Today screen under Notifications. Turn it on on your own phone so you hear about new leads and waiting chats during your shift.