Voice Call Email Notifications

Summary

After each call your AI receptionist handles, Torqueflow can email a summary to the people you choose. The Voice Notifications settings page controls what those emails include (transcript, escalations, promises) and who receives them. New recipients confirm their address with a one-time code before anything is sent to them, so customer details never go to an unverified inbox.

Prerequisites

• You have the voice.settings.manage capability (Owner and Manager roles).
• Voice AI is set up for your organisation. See Voice AI settings.

Steps

Choose what the emails include

1. Navigate to Settings > Voice Notifications.
2. The call summary is always included. Three toggles control the rest:
   • Send transcripts - includes the full call transcript.
   • Send escalations - includes escalation details with a mark-handled button.
   • Send promises - includes any promises the AI made, with a mark-done button.
3. All three are on by default.
4. For multi-location organisations the toggles are per location, with an organisation-wide default. Pick the scope at the top of the page: all branches, or a single location.

Add a recipient

Nobody receives these emails until you add at least one recipient.

1. In the recipient section, enter the email address and click Add.
2. Torqueflow emails a 6-character confirmation code to that address. The recipient shows in the list with an Awaiting confirmation badge.
3. Ask the recipient for the code, then click Enter code on their row and type it in. The dialog reads “We’ve emailed a code to {email}. Ask them for it and enter it here. Expires in 24 hours.”
4. Once confirmed, the badge changes to Receiving and the recipient starts getting call emails.
5. If the address belongs to a staff member of your organisation, it is verified automatically. No code needed.

A few details about codes:

1. Codes expire after 24 hours. Click Resend to issue a fresh one.
2. Five wrong attempts locks the code. Resend to start again.
3. Each row shows who added the recipient (“Added by {staff name}”).

Remove a recipient

1. Click Remove on the recipient’s row. Removal is immediate. No code needed.

Owner notifications

1. Whenever a recipient starts or stops receiving call emails, the organisation’s owners are notified by email automatically. This keeps the recipient list visible to the people accountable for it.

Acting on a call from your inbox

Each call email is one tidy summary. Any escalations and promises it lists carry a one-tap button so you can deal with them without opening Torqueflow.

1. An escalation shows a Mark handled button. A promise shows a Mark done button.
2. Tap the button on your phone. A short confirmation page opens, branded with your garage’s logo, naming the exact item you are actioning.
3. Confirm. The item is marked in Torqueflow straight away. You do not need to sign in.
4. If the link has already been used (a colleague got there first, or you tapped twice), you see a calm “already done” page rather than an error.

A few details:

1. After you mark an escalation handled, the page reminds you to call the customer back if you have not already. Their number is in the email.
2. To listen to the call recording, or read a long transcript in full, use the Open in Torqueflow link. That asks you to sign in, because recordings and full transcripts are not exposed on a public link.

Expected Outcome

• Call summary emails go to exactly the people you have added and confirmed, with the content you chose per location.
• Unverified addresses never receive customer details.
• Owners hear about every change to the recipient list.
• Recipients can mark escalations handled and promises done straight from the email, and the action lands in Torqueflow immediately.

Troubleshooting

Problem: The recipient never received the confirmation code. Cause: The code email went to spam, or the address was mistyped. Fix: Ask them to check spam. Click Resend. If it still fails, remove the recipient and re-add with the correct address.

Problem: The code is rejected as expired or locked. Cause: Codes last 24 hours and allow five attempts. Fix: Click Resend in the code dialog and enter the new code.

Problem: Nobody is receiving call emails at all. Cause: No recipients have been added, or none have confirmed. The empty state reads “No recipients yet - nobody receives until you add one”. Fix: Add a recipient and complete the confirmation step.

Permissions

Action	Required capability
Change toggles, add, confirm, or remove recipients	voice.settings.manage

Notes

• These emails contain customer details. When you add an address outside your organisation (an external bookkeeper, an answering service), an info banner reminds you to make sure you trust it.
• Adding, confirming, and removing recipients is recorded in the audit log.
• The confirmation code is a one-time secret. It is not stored after verification.