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. In the Email Settings card, open the CC Rules tab.

2. Add recipients

Under Add CC Recipient, enter an Email and, optionally, a Label (optional) such as Support or Sales, then click Add CC. Each rule has an Active switch; only active rules receive email. If you manage several domains, route each domain's notifications to the right team.

A new domain starts with the account owner's sign-in email already added, labelled "Account owner (added automatically)". Remove it or switch it off if someone else should receive these alerts instead.

Who receives what

The same active CC Rules receive every alert for the domain:

• New conversation emails, described on this page.
• Unanswered question emails, when you turn them on. See Knowledge Gaps.
• Live Chat emails, when a visitor asks for a person. See Live Chat — Request a Person.

They are also copied on the follow-up emails sent to visitors. With no active CC Rule, none of these alerts are sent.

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. Once saved, the domain's alert emails, including unanswered-question emails, go out through your server.

What the alert contains

The subject reads "[your domain] New conversation started". The email contains:

• Question. The visitor's first message.
• What the assistant replied. The assistant's first reply. If it has not replied within about a minute, the email says "The assistant has not replied yet." instead.
• A View and respond to the conversation link that opens the conversation in your dashboard.

Long messages are shortened in the email; the full text is in the conversation.

Triaging an alert

• The AI is already active. By the time the email arrives, the visitor has usually been answered, and the email shows the reply. There is no immediate clock.
• Read the thread first. Open the link and watch the dialogue.
• Wait for the right moment. Do not take over 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.

An unanswered-question email is different: the assistant could not answer, and the visitor may still be on the page. Open it promptly. See Knowledge Gaps.

Next step

Continue to Knowledge Gaps to see the questions your assistant could not answer, and to get an email when it happens.