®Call notifications
Choose who hears about each phone call, by email, by text, and as a task, for calls your voice agent handles and for calls your team answers in Superpractice.
Quick links
Settings > Notifications
Your own alerts and the firm's outside recipients.
Agents
Open a voice agent to set who it transfers to and takes messages for.
Tasks
Where a message the agent took becomes a call back.
Two kinds of calls, two sets of alerts
Superpractice tells you about two different kinds of calls, and they are controlled separately.
| Kind of call | What you get | Where you set it |
|---|---|---|
| A call your voice agent handled | A call summary by email, by text, or both | Call Summary Email Alerts and Call Summary SMS Alerts |
| A call to a number your team shares | The call rings you in the app | Ring Me for Shared Firm Calls |
| A call to your own number | The call always rings you | No setting. Set your status to Away to send it to voicemail |
| A call to a number set to forward | The call rings a phone outside Superpractice, after ringing your team first if you chose that | Incoming calls on the Phone numbers page. See Forward calls to another phone |
| A call your team placed or answered on the firm's default number | An email about the call, including missed calls and voicemails | Team Call Email Alerts |
| A call on your own number | An email to you, and only you | No setting. It is always sent |
Both live under Settings > Notifications, in Your Notifications > Calls. Everything in Your Notifications is personal. Each person on the team chooses their own alerts, and a change saves the moment you flip the switch.
Get a summary after every agent call
- Open Settings > Notifications.
- Under Calls, turn on Call Summary Email Alerts. Summaries go to the email you sign in with.
- Optional: turn on Call Summary SMS Alerts to also get a short version by text. See Text alerts below.
The email has the caller's name and number, when they called, how long the call ran, whether it was transferred, the summary, the full transcript, and a link to the call in Superpractice. The text is a short version with the same link.
Who receives agent call summaries. Every team member who has turned on their own call summary alerts, plus every outside recipient your firm has added. There is no separate list per agent. A summary for any agent in your firm goes to the same people.
If nobody at the firm has an alert turned on and there are no outside recipients, no summary is sent. The calls still appear in Call History.
Text alerts
Text alerts need one thing: your mobile number. It lives at the top of Your Notifications, in the Text alerts go to row.
- Click Add a number, enter a 10-digit mobile number, and click Save number.
- Turn on Call Summary SMS Alerts.
If you flip a text alert on before saving a number, the number field opens for you. Saving it turns that alert on.
To use a different number later, click Change number. Changing the number does not turn any alert on or off.
The same mobile number is used for every text alert you turn on: call summaries, Meeting Booked SMS Alerts, and New Contact SMS Alerts. Your first text includes a line explaining how to stop them by replying.
The Email alerts go to row shows the email you sign in with. Email alerts always go there.
Text alerts are sent by Superpractice. You do not need a firm phone number or text messaging registration to receive them.
Outbound calls and very short calls
Two more switches appear under Calls once you have turned on at least one alert.
| Switch | What it does |
|---|---|
| Outbound Call Notifications | Also sends you a summary after calls your voice agents place, not only calls they answer. It arrives by email, and by text too if you have Call Summary SMS Alerts on. Off by default, so you only hear about inbound calls. |
| Filter Spam Calls | Skips the summary for calls under 10 seconds where the caller gave no information. |
Each person sets these for themselves. One person can filter short calls while another still receives them.
Send summaries to people outside Superpractice
An owner or admin can add people who do not have a Superpractice login, such as an answering partner, an intake manager, or an outside assistant.
- Open Settings > Notifications and find External Notification Recipients.
- Click Add External Recipient.
- Enter a Name, then an Email, a Phone, or both. Turn on Enable email notifications or Enable SMS notifications for each channel you filled in.
- Choose the extras:
- Filter spam/quick hangups (Recommended) is on for new recipients.
- Meeting booked alerts sends a note when a prospect books through the booking widget or a voice agent.
- Notify on outbound calls also sends them a summary after calls your voice agents place, not only calls they answer. It arrives by email, by text, or both, depending on which you turned on for them. Off by default.
- Confirm that you have the person's permission to send them these messages, then save.
Outside recipients apply to the whole firm. Only owners and admins can add, edit, or remove them.
When the agent takes a message for someone
A message the agent takes is never just a line in a call summary. Three things happen:
- A call back task. Superpractice creates a high-priority task titled "Call back" and the caller's name (or their number), with the message, the callback number, why to call, and talking points. Each call gets one call back task, which later details add to. It is due within a day, or at the time the caller asked to be called, read on the caller's clock. When your clock differs, the task shows the time in both. It is assigned to the person the message was for. If the message was for "the office", or for someone who is not a Superpractice user, the task goes to the firm's owner, so a call back always belongs to someone.
- An alert in the bell. The person sees the new task in the notification bell at the top of the app.
- A "Message for you" email. The person is emailed the message and the call details.
To control where that email goes, open the agent, go to the Your team step, and check the Email on that person's row. If you pick a Superpractice user under Team member, their name, number, and email fill in for you. Picking a Superpractice user is also what lets the call back task land on their desk instead of the owner's.
These are sent in addition to the usual call summary.
When a call drops
If the agent's connection cuts out before a call finishes, the caller is told the office will call them back and, when the firm has an office line, is sent to it. Superpractice creates a Call back task for the call, so the follow-up belongs to someone. The call shows Call dropped in Call history.
When a caller says the firm missed their meeting
When a caller the agent has recognized by their number and name says nobody from the firm turned up for their meeting, the agent can move it to a new time on the call, and the firm is told:
- The meeting's host gets an email and a notification in the bell, saying whether the agent moved the meeting.
- Outside recipients get the email if they have email on, and a text if they have texts on.
- If the meeting was not moved, the host also gets the call's Call back task, due at 5:00 PM that day, or at 9:00 AM the next business morning when the call comes in after 3:00 PM or on a weekend. Times are in the firm's time zone.
The agent goes by what the caller meant, in any words or language: nobody called, nobody joined the video meeting, or nobody came. Only the caller's own words count. These do not send the alert: a caller who missed the meeting themselves, a caller who wants to move it for their own reasons, a complaint about something else (such as a message nobody returned), a caller who is not sure what happened, and a caller the agent could not recognize. Personal Call Summary switches do not turn it on or off.
When the agent transfers a call
A live transfer is a phone call, not a notification. First the caller agrees to a brief hold, or the agent tells them it is putting them on one; a yes to a different question, such as whether their number is right, never counts. The agent then calls the Number on the person's row in the Your team step, tells them privately who is calling and why, and asks whether they can take the call. The caller waits on hold and hears none of it.
Only a clear yes from the person connects the caller, in whatever words they use. A question back, such as "Who is it?", a reply such as "I'm in a deposition until four", or a bare "mm-hm" does not; the agent answers or asks again. If they decline or do not answer, the caller comes back to the agent, which follows the If they do not answer setting for that person. In most firms that means taking a message, which produces the call back task and email described above.
The agent only tries people whose Available setting covers the call. Someone set to Business hours is not called after hours. A person set to Take a message under When asked for by name is not dialed when a caller asks for them; the agent takes a message for them instead.
Calls your team answers in Superpractice
A firm phone number that is not answered by an AI agent rings people instead. Who it rings depends on whose number it is.
Shared numbers and your own number
| Number | Who it rings |
|---|---|
| The firm's default number, set under Settings > Calling & Messaging > Org Default Phone Number | The whole team |
| A number nobody has picked as their own | The whole team |
| A number you picked under Your Phone Number, that is not the firm's default | Only you |
On a shared number, the first person to answer takes the call.
A call to your own number always rings you, and never rings anyone else. There is no setting that turns this off. The only thing that sends it to voicemail is setting your status to Away, and the caller then hears your greeting.
The firm's default number is always shared, even if you also pick it under Your Phone Number. Everyone without their own number calls and texts from it, so the replies need to reach the team. To have a private line, pick a number other than the firm's default.
If two people pick the same number, it rings both of them.
Ring Me for Shared Firm Calls
Controls whether calls to a number your team shares ring you in the app. It is on unless you turn it off, so there is nothing to set up for calls to ring.
- On: calls to shared numbers ring you as long as your status is Online.
- Off: shared numbers ring your teammates but not you.
This switch covers shared numbers only. It has no effect on your own number, which always rings you.
To stop every call ringing for a while, leave this switch on and set your status to Away in the sidebar instead. Switch back to Online when you are ready.
If nobody can be rung on a shared number, because everyone is away or has the switch off, the caller goes to voicemail.
This switch changes ringing only. It does not turn any email or text alert on or off.
Forward calls to another phone
A number no AI agent answers can send its calls to a phone outside Superpractice, such as a cell phone or the front desk line. Set it on the Phone numbers page: click Settings in the header, then Incoming calls, to choose what every number does. Open a number's own settings to choose something different for that number, or leave it on Use firm default. Only an owner or admin can change where calls go.
| Choice | What happens |
|---|---|
| Ring in Superpractice | Rings your team in the app, then goes to voicemail. Every number works this way until you change it. |
| Forward all calls | Goes straight to the number you enter. |
| Ring here first, then forward | Rings your team in the app for 20 seconds, then forwards. |
For the two forwarding choices:
- Forward to is a US or Canadian phone number outside Superpractice.
- Ring for is how long that phone rings: 20, 30, 45, or 60 seconds, 45 unless you change it. 45 seconds is longer than that phone waits before its own voicemail, so callers reach it. 20 seconds sends them to Superpractice voicemail instead.
- If nobody and nothing answers in that time, the caller hears the firm's Superpractice voicemail.
The person who picks up sees the caller's number. Recording follows the firm's call recording setting. Every forwarded call is in Call history and on the contact's record, marked with the number it was forwarded to. Each forwarded call uses phone minutes twice, once coming in and once going out.
A number an AI agent answers never forwards. The agent always answers it, and the firm default does not apply to it.
The Calls column on the Phone numbers page shows what each number does: the agent's name, Rings in Superpractice, Forwards to a number, or Rings here, then a number.
Team Call Email Alerts
Controls whether you are emailed after calls on your firm's default number. That is the number set under Settings > Calling & Messaging > Org Default Phone Number. While the switch is on, you get an email after each call your team places or answers on that number. The email says whether the call was answered or missed, and whether the caller left a voicemail, with a link to listen. The person who owns the number always gets this email.
Who is emailed depends on whose number the call was on:
| Call on | Who is emailed |
|---|---|
| The firm's default number | Teammates with Team Call Email Alerts on, the number's owner, and the firm's outside recipients |
| Your own number | You, and only you, always. This switch does not turn it off |
| Any other firm number | The number's owner only |
This applies whether the call came in or someone placed it.
These alerts are sent by email only. They have nothing to do with whether calls ring you.
Neither switch has any effect on agent call summaries. Turning one off does not stop the summaries above, and turning one on does not start them.
What you cannot change
The wording and layout of call summaries, message emails, and missed call emails are fixed.
Booking Notification Templates, linked at the bottom of the Notifications page, customize the confirmation, reminder, cancellation, and reschedule messages sent to people who book a meeting, by email and text, on every event type. Owners and admins can edit them; others can view them. They do not affect call alerts. See Message wording.
If alerts are not arriving
- Confirm Call Summary Email Alerts or Call Summary SMS Alerts is on for the person who expects the alert. Alerts are personal. An owner turning theirs on does not turn on anyone else's.
- For texts, confirm a mobile number shows in Text alerts go to and that the person has not replied to stop them.
- Expecting a summary for a call the agent placed? Turn on Outbound Call Notifications.
- Missing very short calls? Check whether Filter Spam Calls is on.
- A message went to the owner instead of the right person? Open the agent's Your team step and pick that person under Team member so the agent knows which Superpractice user they are.
- Check your spam folder for mail from Superpractice, then open Call History to confirm the call was recorded.