Overview
Every time your Lexidesk AI receptionist handles a conversation, whether by phone or web chat, it can send an email notification with the full conversation summary. You control who on your team gets notified and exactly what types of conversations they hear about.
You can add as many email addresses as you need. By default, every new address receives notifications for all conversations. If you want to get more specific, for example sending immigration enquiries to one inbox and family law to another, you can configure routing rules per email address.
How to set up notifications
Step 1. Open your agent's notification settings
Go to Agents, find the agent you want to configure, and click Configure. Then click the Notifications tab along the top.
Step 2. Add an email address
Under Conversation notification routing, type the email address into the input field and click + Add address.
That's it. The new address will immediately start receiving notifications for every conversation Lexidesk handles. You'll see it listed under Receiving all notifications.
Step 3. Set up routing rules (optional)
If you want an email address to only receive certain notifications instead of everything, click Configure routing next to that address.
You'll see three columns of filters you can use:
Conversation reasons. Filter by why the person reached out. Reasons are organized into five groups:
New Leads for prospective clients (new case enquiries, consultation bookings, fees questions, eligibility checks, urgent matters, intake follow-ups, and referrals)
Existing Clients for current clients (case updates, general questions, strategy discussions, urgent active cases, billing, and appointment changes)
Third Parties for non-client callers (opposing counsel, courts or agencies, insurance companies, and sales or vendor outreach)
Administrative for operational calls (recruiting, media enquiries, and regulatory bodies)
General for everything else (wrong numbers and uncategorized calls)
Conversation outcomes. Filter by how the conversation ended, such as whether an appointment was booked, a callback was requested, the lead was turned down, or the caller abandoned the conversation
Legal categories. Filter by area of law. You can select a broad category like Family to match all subcategories, or expand it and pick specific ones like Divorce, Child Custody, or Domestic Violence
Check the boxes for the conversations you want this email address to receive, then click Save.
Tip: Use the Quick presets at the top for common setups. All new leads selects every new-lead conversation reason, and All non-leads selects everything from existing clients. These are great starting points that you can refine.
Common setups
Here are a few examples of how firms typically configure routing:
One inbox gets everything. Add a single email address and don't configure any routing rules. This is the default.
Split by team. Add your immigration team's email and filter it to only receive Immigration legal category notifications. Add your family law team's email and filter to Family. Each team only sees what's relevant to them.
Leads vs. existing clients. Add your intake coordinator's email and use the All new leads preset. Add your office manager's email and use All non-leads. New business goes to the person who follows up on leads, and existing client enquiries go to the person who handles day-to-day operations.
Urgent matters only. Add a specific email (or one that forwards to a phone alert) and filter it to only receive conversations with reasons like Prospect Urgent New Matter or Client Urgent Active Case.
FAQs
Can I add more than one email address?
Yes, you can add as many email addresses as you need. Each one can have its own routing rules, so different people or teams can receive different types of notifications.
What happens if I don't configure any routing rules?
The email address receives notifications for every conversation Lexidesk handles. This is the default behavior, and it works well if one person or inbox manages everything.
Can one conversation trigger notifications to multiple email addresses?
Yes. If a conversation matches the routing rules for more than one email address, each of those addresses receives a notification. For example, if your general inbox is set to receive everything and your immigration team is filtered to immigration cases, an immigration enquiry will notify both.
What if I set up filters but nothing is checked?
If you open Configure routing but leave every box unchecked, that email address will continue receiving all notifications. You need to check at least one box for the filters to take effect.
Can I change or remove routing rules later?
Yes. Click Configure routing next to any email address to update the filters at any time. You can also delete an email address entirely by clicking the red trash icon next to it.