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Why Do Customers Receive Email Notifications for Chat Messages?
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In certain cases, customers receive email notifications for the messages updated on their ongoing chat conversations via the configured support email address. These email notifications are sent when the “Notify when a new reply is added and the requester (customer) is offline” feature is enabled in the chat’s email notification settings.
How to access this setting
- Navigate to the Admin > Chats > Email Notifications.
- Select the Brand which to manage its notification settings.
- Find the Notify when a new reply is added and the requester (customer) is offline option.
These notifications are sent on these conditions:
- When the customer is offline at the time of the message is added.
- When the message is not delivered within 3 minutes.
This fallback mechanism ensures timely communication even when the customer is not actively engaged in the chat.
- The 3-minute delay is a system-defined threshold and is currently not configurable.
- The customer’s reply to the email is automatically added to the corresponding chat thread in BoldDesk.
