Monitoring Live Conversations & Email Alerts

With an always-online assistant, your team does not need to watch a dashboard around the clock. Monitoring works through alerts. The most important one is the new conversation email notification.

Why notifications change the workflow

Because the AI handles the opening, answering questions and guiding the visitor, your team can focus on their work and rely on passive monitoring:

1. You are alerted the moment a visitor starts a conversation.
2. The AI is already engaging them while you check the alert.
3. You can review the email, open the conversation, and decide whether a human takeover is needed, using your team response workflow.

Set up new-conversation alerts

1. Open notification settings

Open your domain, then go to Settings > Email.

2. Add recipients

Set the recipients who should be alerted, and make the rule active. If you manage several domains, route each domain's notifications to the right team.

Send from your own mail server (SMTP)

By default, alert emails are sent from Privas AI's mailing system. For strict brand consistency or internal routing, you can send them from your own server.

Open the Custom Email (SMTP) panel and enter:

• SMTP Host, for example smtp.yourdomain.com
• SMTP Port, commonly 587 or 465
• SMTP Username, the authenticating address
• SMTP Password, your app or SMTP password
• From Address, the sender your team sees

Click Save SMTP, then use Send Test Email to confirm your server authenticates and delivers.

What the alert contains

When a visitor sends their first message, the email includes the domain, a preview of the visitor's question, and a direct link into the conversation in your dashboard.

Triaging an alert

• The AI is already active. When the email arrives, the visitor has already been answered. There is no immediate clock.
• Read the thread first. Open the link and watch the dialogue.
• Wait for the right moment. Do not hit Live Agent just because a chat started. Let the AI handle the basics, and take over at a commercial milestone, a complex case, or where a person is needed.

Next step

Continue to Usage Dashboard to see how activity is tracked over time.