How to receive notifications of new conversations by email

To receive an email notification whenever a customer starts a conversation in a specific inbox in Papo (https://papo.global/), you must configure a Flow with the “New conversation” trigger and a Webhook action pointing to an email or automation service that turns the trigger into an alert in your inbox. This keeps your team informed in real time, without having to constantly monitor the platform.

Papo does not send the email directly in this scenario. What it does is trigger a Webhook with the new conversation data. An external email service — such as an automation tool, transactional email, or your own endpoint — receives that Webhook and generates the alert in the desired inbox.

How to configure email notification

1. Prepare the Webhook destination

First, you need an endpoint capable of receiving Papo’s Webhook and turning the call into an email. This can be done in an email automation tool, a transactional service, or your team’s own Webhook. The important thing is to have a destination URL that accepts POST requests and triggers the email to the desired recipients.

2. Create the Flow in Papo

In the Papo dashboard, go to the Flows module and create a new flow. Give it a name that identifies its purpose, such as “New conversation email alert”.

3. Set the trigger as “New conversation”

Add a trigger node and choose the New conversation option. Select the inbox that should generate the alerts — for example, the WhatsApp number, email, or another channel connected to Papo. You can keep the alert restricted to a specific inbox, avoiding noise in other operations.

4. Add the “Send Webhook” action

After the trigger, insert an action node and select Send Webhook (or the equivalent option available in the Flows module). Fill in the main fields:

• URL: paste the URL of the endpoint prepared in step 1.
• Method: use POST, which is the appropriate method for sending data in the request body.
• Payload: build the content in JSON with the dynamic conversation variables. Example:

{
  "contact_name": "{{contact.name}}",
  "message_text": "{{message.text}}",
  "inbox_name": "{{inbox.name}}"
}

The variables will be replaced by the real conversation data at the moment the trigger fires.

5. Activate and test the flow

Save and activate the flow. Then send a test message to the configured inbox. If the endpoint and payload are correct, the email will arrive shortly. If it does not arrive, review the flow, the URL, and the execution log of the Flows module; also confirm that the email service is receiving the request and sending the alert.

Who this configuration is useful for

• Support teams that work outside Papo and want to be notified by email for every new conversation.
• Operations with multiple inboxes that want to centralize alerts in a corporate email inbox.
• Managers who need to track the volume of new conversations without opening the dashboard constantly.
• Companies that already use email as an official internal trigger channel.

FAQ

Do I need an external email service to receive notifications?

Yes. The Papo flow sends a Webhook; the endpoint you configure turns that Webhook into an email. Papo does not send the email directly in this scenario, so you need an automation service, a transactional email, or your own endpoint.

Can I choose which inboxes generate alerts?

Yes. In the New conversation trigger, you define the specific inbox that will be monitored. To notify different inboxes to different recipients, create a separate flow for each inbox and point it to the corresponding email endpoint.

What information can I include in the email?

You can include variables available in the conversation context, such as {{contact.name}}, {{message.text}}, and {{inbox.name}}. In the email service, these fields can be mapped to the subject and body of the message.

What happens if the Webhook request fails?

The Flow logs the error in the execution log. You can add handling actions, such as a retry or an alternative alert, to reduce the risk of missing an important notice.

How do I test without sending emails to the entire team?

Use a test contact — for example, your own WhatsApp number or a secondary email address — and send a message to the configured inbox. Check that the email arrives only at the test destination before putting the flow into production.

Is there an additional cost to use Flows and Webhooks in Papo?

The Flows and Webhook sending features are part of Papo plans. Details about limits and subscriptions are available on the official website.

See also

• How to create a flow that sends a daily summary of conversations by email

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