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 add routing rules to each address. Rules on the same address combine, so "new enquiries" plus "family law" means that person only hears about new family-law enquiries.

Go to Agents, find the agent you want to configure, and click Configure. Then click the Notifications tab along the top.

Under Conversation notification routing, type the email address into the input field and click Add email.

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.

If you want an email address to only receive certain notifications instead of everything, click Configure routing next to that address.

At the top of the routing window you can give the destination a name, for example Intake team or Jane the paralegal, and correct the email address if needed. The name is just a label so you can recognize the recipient in the list.

Below that, the filters are organized into five tabs:

Conversation reasons. Filter by why the person reached out. Reasons are organized into five groups:

Conversation outcomes. Filter by how the conversation ended, such as whether an appointment was booked, a callback was requested, a message was left, the lead was turned down, or the caller abandoned the conversation

Notification kind. Filter by the type of email itself. Use this to give someone only conversation alerts, or only retainer emails (approval requests, sent notifications, and signed notifications)

Areas of law. Filter by area of law. You can select a whole practice area like Family to match any matter in it, or expand it and pick specific matter types like Divorce, Child Custody, or Domestic Violence

Custom analysis. Filter by the fields you created in Custom Analysis. Pick a field, then pick which of its values should route here, for example only when urgency is high. Typed values must match exactly what the AI extracts, and matching is case-sensitive

How the filters combine. Everything you set for one destination has to be true at the same time. If you tick a reason and an area of law, that address only hears about conversations that match both. Inside one tab, any one of the ticked options counts. Any tab you leave blank simply isn't used to filter.

To send the same person a second, different set of conversations, add their email again as its own destination and give it its own rules. Lexidesk never sends the same person duplicate emails, so a conversation that matches several of their destinations still produces one notification.

When you're done, click Done. Your routing changes are applied when you save the agent, together with your other edits.

Once your addresses have routing rules, it's possible for a conversation to match none of them. If no address is set up to receive a conversation, no notification email goes out for it.

To make sure nothing slips through, pick one destination, open Configure routing, and switch on Catch everything no one else is set up for. That person receives every conversation that none of your rule-based destinations matched. You'll see them listed under Receiving the rest (unrouted conversations only).

An address under Receiving all notifications also works as a safety net, since it always gets everything. Lexidesk warns you if you try to save a setup that has routing rules but no safety net.

Here are a few examples of how firms typically configure routing:

Yes, you can add as many email addresses as you need, and each one can have its own routing rules. You can even add the same email address more than once to give one person several separate sets of rules, for example "new enquiries in family law" on one destination and "urgent matters in any area" on another.

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.

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.

The most common reason is that all of a destination's filters have to match at the same time. If a destination has both conversation reasons and conversation outcomes ticked, a conversation has to match one of the ticked reasons and one of the ticked outcomes to reach that address. A conversation also can't match a filter on a detail it doesn't have. For example, a destination filtered by area of law won't receive a conversation that wasn't classified into any area of law.

To fix this, open Configure routing for that destination and clear the tabs you don't actually want to filter on (a blank tab isn't used to filter). If you want the person to receive two independent sets of conversations, add their email again as a second destination with its own rules.

If every address has routing rules and none of them match a conversation, no notification email is sent for that conversation. It still appears in your dashboard, but nobody is emailed about it. To make sure this can't happen, keep at least one address under Receiving all notifications, or give one destination the Catch everything no one else is set up for switch. Lexidesk warns you when you save a setup without a safety net.

If you don't tick anything in any tab, that email address continues receiving all notifications. Blank filters don't restrict anything; you need to tick at least one option for the filters to take effect.

A conversation where the caller left a message follows the same routing as every other conversation. The email summary, including the message, goes to every address under Receiving all notifications and to any destination whose filters match the conversation. If you want a specific person to always hear about messages, tick the message-related option in their Conversation outcomes tab.

Yes. Click Configure routing next to any email address to update its name, email, or filters at any time. Use Reset to receive all in the routing window to clear all rules from a destination, or delete a destination entirely by clicking the red trash icon next to it.