How to Send Email Notifications When Chat Requesters Are Offline
In certain situations, customers are notified by email about messages posted in their chat conversations. These emails originate from your designated support email address when the option Notify when a new reply is added and the requester (customer) is offline is activated in the chat email notification settings.
Emails are sent as a fallback in the following cases:
- The customer is offline when the message is added to the chat.
- The chat message is not delivered within 3 minutes.
This fallback ensures customers are notified even when they’re not actively engaged in the chat.
Steps to Turn on the sending of email notifications when chat requesters are offline (per brand)
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Go to Admin > Chats > Email Notifications.
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Select the Brand whose chat notification settings you want to manage.
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Enable Notify when a new reply is added and the requester (customer) is offline.
- The 3‑minute threshold is system‑defined and not configurable.
- If a customer replies to the email, their response is automatically added to the same chat thread in BoldDesk.
Frequently Asked Questions (FAQs)
1) What email does BoldDesk send when a requester is not reachable in chat, and which address is it sent from?
BoldDesk sends a fallback chat email notification from the brand’s configured support email address (when the setting is enabled).
2) Under exactly what conditions does BoldDesk send the fallback chat email notification to customers?
It is sent when either:
- The requester (customer) is offline at the moment a new chat reply is added, or
- The chat message is not delivered within 3 minutes.
3) How do I enable the setting so BoldDesk sends a fallback chat email notification to customers when they are not reachable via chat?
Go to Admin > Chats > Email Notifications → select the Brand → enable Notify when a new reply is added and the requester (customer) is offline.
4) Can administrators change the 3‑minute “not delivered” time limit that triggers the fallback chat email notification to customers?
No. The 3‑minute threshold is system-defined and not configurable.
5) If the requester replies to a fallback chat email notification, where does their reply go?
Their email reply is automatically appended to the same chat thread in BoldDesk (for that brand).
Related article
Email Notifications and Delivery Status for Chat Conversations
