Category / Section
Email Notifications for Chat Conversations
Published:
Mar 11, 2025
Updated
Email notifications ensure that important chat conversations are not missed, regardless of participant availability. This document outlines when emails are sent and how to configure these notifications in the admin settings.
Email Notification Scenarios
Emails are sent in the following cases:
| Scenario | Description |
|---|---|
| Assigned Agent Offline Notification | When a chat is assigned to an offline agent, they receive an email notification for new messages from the requester and other agents in the conversation, including private notes. The agent can respond via email, and their reply will be posted to the requester through their communication channel. |
| Requester Offline Notification | If the requester (customer or user who initiated the chat) is offline, they receive an email notification for new messages from the agent. The requester can also reply via email, and their response will be posted in the chat. |
| Private Note Mentions Notification | When an agent is mentioned in a private note, they receive an email notification, regardless of their availability. The agent can respond via email, and their reply will be posted as a private note in the conversation. |
| Participant Notification | When new participants are added to a chat, they receive future chat messages via email. They can reply via email, and their response will be posted in the chat conversation. Managing Participants in a Chat Conversation |
Configuring Email Notifications
Administrators can enable or disable email notifications by following these steps:
- Navigate to the Admin Panel.
- Go to Chat Settings.
- Select Email Notifications.
- Configure the following options:
| Option | Description |
|---|---|
| Agent Offline Message | Enable/disable notifications for assigned agents when they are offline. |
| Customer Offline Message | Enable/disable notifications for chat requesters when they are offline. |
| Chat Mention Notification | Enable/disable notifications when agents are mentioned in private notes. |
By adjusting these settings, administrators can ensure timely communication while minimizing unnecessary email clutter.
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