Who receives AI SDR escalation and booking notification emails?
Escalation notices go to the campaign's salesperson, else its creator, else the owner. The owner still gets the email.
When the AI SDR needs your attention, it sends notifications. Who receives them depends on the type of notification.
Escalation notifications go to the campaign's salesperson
When a thread is escalated (moved to Needs Attention — for example a "Not Interested" reply or a question the AI can't answer), the escalation notification goes to one person, picked in this order:
- The campaign's Assigned Salesperson.
- If the campaign has none, the person who created the campaign.
- If neither of them can receive it, the workspace owner.
A salesperson or campaign creator is skipped when they are no longer a member of the workspace, when they have the Client role, or when they use an Acquisity staff account. The notification appears in that person's notifications in Acquisity, and it can also reach them by email unless their address is one of the workspace's connected sending inboxes.
The escalation email still goes to the workspace owner
When the AI SDR escalates a reply it is handling, it also sends an escalation email to the workspace owner's email address, whoever received the notification, unless that address is one of the workspace's connected sending inboxes. If the owner's email is owner@example.com, that's where escalation emails land.
The Call Handler does not change escalation notifications
The Assigned Call Handler (Settings → AI SDR Agent) only controls who handles booked meetings and whose calendar they land on when a campaign has no salesperson with a connected calendar. It does not change who receives escalation notifications or the escalation email.
Booking notification emails go to the meeting's owner
When the AI SDR books a call, the booking notification goes to the person whose calendar the meeting is placed on:
| Meeting is booked on... | Who gets the booking notification |
|---|---|
| A campaign with an Assigned Salesperson who has a connected calendar | That salesperson |
| No campaign salesperson (or no connected calendar) | The workspace Assigned Call Handler |
So booking notifications follow your call routing, and escalation notifications follow the campaign's salesperson.
Why changing the Call Handler didn't redirect your notifications
A common surprise: you set a specific person as the Assigned Call Handler, but escalation notifications still go to someone else. That's expected — the Call Handler routes booked meetings, not escalations. Escalation notifications follow the campaign's Assigned Salesperson, and the escalation email goes to the workspace owner.
How to send escalations to a specific person
To have a campaign's escalation notifications reach a specific person, make them that campaign's Assigned Salesperson.
The escalation email goes to the workspace owner, and there is no setting to send it elsewhere yet. To have it go to a specific person, make that person the workspace owner (transfer ownership from Settings → Members).