IVR Node: Notify Agent

The Notify agent node (NotifyAgent) fires an out-of-band alert the moment a call reaches that point in your phone menu, without pausing the flow. Use it to flag a VIP caller, escalate an after-hours emergency, or simply let the team know a certain type of call came in — the call keeps moving to the next node (for example, a Route to team).

Requirements

• A calling channel with its IVR Editor (Channels → your channel → Call flow tab).
• For Slack or Telegram, the matching integration must be active in the workspace; email always works out of the box.

Configuration

• Notification channel: Email, Slack, or Telegram.
• Email address / Slack channel / Telegram chat id: recipient for the chosen channel.
• Alert title and Alert body: support variables like ${caller.phone}, ${contact.name}, or any variable stored earlier with a Set variable node.
• Priority: Normal or Urgent. Urgent prefixes the email subject with "[URGENT]" and adds a red accent in the email; in Slack it swaps the icon to 🚨 and adds a priority text line; in Telegram it prepends 🚨 URGENT to the message. Neither Slack nor Telegram show an actual color badge — only the icon/text changes.

Example

In a support IVR, right before routing to a team you add a Notify agent node with channel Slack, recipient #support-alerts, title VIP call: ${contact.name}, and priority Urgent. The on-call agent sees the ping in Slack within seconds while the call keeps transferring normally.

Tips

• Email is the most reliable channel and the only one that actually highlights Urgent priority with an accent color; Slack and Telegram depend on the workspace integration being properly connected and only change icon/text, not color.
• Leaving the recipient blank just makes the node advance with no notification — it never blocks the call.

Troubleshooting

If the alert never arrives, check that the notification channel has a valid recipient and that the workspace's Slack/Telegram integration is connected. A failed notification never hangs up the call — the design always favors letting the caller continue even if the alert fails.