Notifications

Overview

The DOLU.ai Notifications system is the central alerting mechanism that keeps your team informed about everything happening across the platform in real time. Whether a new lead submits a form, a customer sends a WhatsApp message, a deal moves to a new pipeline stage, a support ticket is escalated, or a Google Review is posted — notifications ensure the right people know about it immediately.

DOLU.ai delivers notifications through multiple channels: in-app alerts (the bell icon), browser push notifications, email digests, and even WhatsApp or SMS alerts for critical events. Each team member can customize their notification preferences to avoid overload while staying on top of what matters most to their role.

How to Access

Dashboard → Top Navigation Bar → Bell Icon (Notifications)

To configure notification preferences:

Dashboard → Top Navigation Bar → Profile Icon → Settings → Notifications

Or:

Dashboard → Left Menu → Settings → Notifications

Key Features

In-App Notifications

• Real-time bell icon: The bell in the top navigation shows a badge count of unread notifications
• Notification panel: Click the bell to open a sliding panel with all recent notifications, sorted by time
• Read/unread status: Unread notifications are highlighted; click to mark as read
• Action links: Each notification links directly to the relevant record (contact, deal, conversation, ticket)
• Mark all as read: Quickly clear your notification count with one click
• Notification categories: Filter notifications by type (Conversations, Deals, Tickets, Forms, Reviews, System)

Browser Push Notifications

• Desktop alerts: Receive browser push notifications even when the DOLU.ai tab is in the background
• Click to navigate: Click a push notification to jump directly to the relevant item in DOLU.ai
• Permission-based: You must grant browser notification permissions once; afterwards they work automatically

Email Notifications

• Instant emails: Receive an email for high-priority events (e.g., new lead, escalated ticket)
• Digest mode: Opt for hourly or daily email digests that summarize all activity instead of individual emails
• Rich email content: Notification emails include the relevant details (contact name, message preview, deal value) so you can assess importance without logging in

WhatsApp and SMS Alerts

• Critical event alerts: For time-sensitive events, receive notifications via WhatsApp or SMS on your phone
• Configurable triggers: Choose which events warrant a WhatsApp/SMS alert (e.g., only high-value deals, only negative reviews, only VIP customer messages)
• Team-wide or individual: Set alerts per team member or broadcast to an entire team/role

Notification Rules

• Event-based rules: Define custom rules like "Notify me when a deal value exceeds $10,000" or "Alert the support team when a ticket is unresolved for 4 hours"
• Role-based routing: Automatically route notifications based on team roles (Sales Manager gets deal notifications, Support Lead gets ticket escalations)
• Quiet hours: Set do-not-disturb hours during which non-critical notifications are held and delivered as a batch
• Escalation chains: If a notification is not acknowledged within a set time, escalate to the next person

Step-by-Step Usage

Configuring Your Personal Notification Preferences

1. Click your Profile Icon in the top-right corner of the dashboard.

2. Select Settings → Notifications.

3. You will see a table of notification types with channel toggles:

   Event Type	In-App	Email	Push	WhatsApp
   New conversation message	On	Off	On	Off
   Deal stage change	On	On	Off	Off
   Form submission	On	On	On	Off
   Ticket escalation	On	On	On	On
   Google Review	On	On	Off	Off
   Appointment reminder	On	On	Off	On
   Team Chat mention	On	Off	On	Off

4. Toggle each channel on or off for each event type.

5. Set Email Delivery Mode: Instant, Hourly Digest, or Daily Digest.

6. Set Quiet Hours if you do not want to be disturbed outside business hours.

7. Click Save Preferences.

Setting Up Team-Wide Notification Rules

1. Go to Settings → Notifications → Notification Rules (requires Admin role).
2. Click "+ New Rule".
3. Define the rule:
   • Trigger: Select the event (e.g., "New Form Submission")
   • Condition: Add conditions (e.g., "Form Name = 'Enterprise Inquiry'")
   • Recipients: Choose specific team members, a team/group, or a role
   • Channels: Select which channels to use (in-app, email, push, WhatsApp, SMS)
   • Priority: Set as Normal or Urgent (urgent notifications bypass quiet hours)
4. Click Save Rule.

Enabling Browser Push Notifications

1. Open DOLU.ai in your browser.
2. When prompted "Allow notifications?", click Allow.
3. If you previously blocked notifications, go to your browser settings:
   • Chrome: Settings → Privacy and Security → Site Settings → Notifications → Find DOLU.ai → Allow
   • Firefox: Settings → Privacy → Permissions → Notifications → Find DOLU.ai → Allow
   • Safari: Preferences → Websites → Notifications → Find DOLU.ai → Allow
4. Push notifications will now appear when your browser is open, even if the DOLU.ai tab is not active.

Creating an Escalation Chain

1. Go to Settings → Notifications → Escalation Rules.
2. Click "+ New Escalation".
3. Configure the escalation:
   • Trigger: e.g., "Support ticket unresolved"
   • Time threshold: e.g., "After 2 hours"
   • Level 1 recipient: Assigned agent
   • Level 2 recipient: Team lead (if not acknowledged within 30 minutes)
   • Level 3 recipient: Department manager (if still not acknowledged)
4. Click Save. The system will automatically escalate through the chain until someone acknowledges the notification.

Use Cases

Sales Teams

Sales reps receive instant in-app and push notifications when a new lead submits a form or sends a WhatsApp message. High-value deal stage changes trigger email notifications to the sales manager. Urgent leads (from Google Ads campaigns) send a WhatsApp alert to the on-duty rep for sub-minute response times.

Customer Support

Support agents get in-app notifications for new tickets assigned to them. If a ticket goes unresolved for 2 hours, an escalation email goes to the team lead. If it reaches 4 hours, the support manager gets a WhatsApp alert. SLA breach prevention is built into the notification flow.

Restaurant Management

A restaurant owner receives Google Review notifications via WhatsApp. New reservation requests (form submissions) trigger in-app alerts for the front desk. Daily digest emails summarize all customer interactions across channels.

Healthcare Clinics

Appointment reminders are sent to both patients (via WhatsApp) and doctors (via in-app notification). Canceled appointments trigger alerts to the reception team so they can fill the slot. Critical patient messages send push notifications to the attending physician.

Tips & Best Practices

Avoid Notification Fatigue

Do not enable every channel for every event. Use in-app for routine updates, email for important items you need a record of, push for time-sensitive actions, and WhatsApp/SMS only for critical alerts that require immediate attention.

Use Digest Mode for Managers

Managers who oversee many team members can quickly become overwhelmed by individual notifications. Enable hourly or daily digest emails to get a summary view instead.

Set Up Escalation Chains for SLA-Critical Items

For support tickets and high-value leads, create escalation chains with clear time thresholds. This ensures nothing falls through the cracks, even during busy periods or staff absences.

Leverage Quiet Hours

Set quiet hours for non-urgent notifications during evenings and weekends. Critical notifications (marked as Urgent in notification rules) will still come through — everything else waits until business hours.

Troubleshooting

Not receiving in-app notifications

• Check that the notification type is enabled in your personal preferences (Settings → Notifications).
• Ensure your browser tab is connected — notifications require an active connection. Try refreshing the page.
• Clear your browser cache and log in again.

Browser push notifications not appearing

• Verify that you have granted notification permissions to the DOLU.ai domain in your browser settings.
• Check that your operating system allows browser push notifications (some OS-level "Do Not Disturb" modes block them).
• Push notifications only work when your browser is running (not necessarily with the tab open).

Email notifications going to spam

• Add the DOLU.ai notification sender address to your email safe senders list.
• Check your email provider's spam/junk folder.
• If using a company email, ask your IT administrator to whitelist DOLU.ai email domains.

WhatsApp/SMS alerts not arriving

• Verify that your phone number is correctly configured in your profile settings.
• Ensure the WhatsApp channel is connected and active in Settings → Channels.
• Check that the specific notification rule includes WhatsApp/SMS as a delivery channel.

FAQ

Q: Can I mute notifications for a specific contact or conversation? A: Yes. On any conversation thread, click the three-dot menu and select Mute Notifications. You will no longer receive alerts for that specific conversation, but all other notifications continue normally.

Q: Do notification preferences sync across devices? A: In-app and email preferences are account-level and sync across all devices. Browser push notification permissions are browser-specific — you need to allow them in each browser you use.

Q: Can I receive notifications for events in modules I do not have access to? A: No. Notifications respect role-based permissions. You will only receive notifications for events in modules your role has access to.

Q: Is there a notification history I can search? A: Yes. The notification panel shows your recent notifications, and you can scroll back through your history. For older notifications, check your email if you have email notifications enabled.

Q: Can admins configure notification defaults for new team members? A: Yes. In Settings → Notifications → Default Preferences, admins can set the default notification configuration that is applied when a new team member is added. Team members can then customize their own preferences.

Q: How many notifications are retained? A: In-app notifications are retained for 90 days. Email and WhatsApp/SMS notifications are permanent records in those respective systems.