In BoldDesk, the Email notification checkboxes for the following Chat events are greyed out in the agent profile notification settings:

• New conversation starts
• Conversation assigned to me
• Conversation assigned to my group
• New replies in my conversation
• New private notes in my conversation
  
  
  
  
   

This is expected system behavior, not a configuration issue. This article explains why this happens and how to achieve the same outcome using Chat Workflows. The workaround covers only: new conversation starts, conversation assigned to me, and conversation assigned to my group. There is no workaround for the other greyed-out options.

Why Are the Email Options Disabled?

• Email is not supported as a notification channel for these specific Chat triggers. Therefore, the checkboxes are disabled by design and cannot be enabled.
• This limitation:
  • Is not configurable at Admin, Role, or User level
  • Does not depend on your subscription plan
  • Does not require any additional setup or prerequisites

Where Chat Email Notifications Are Supported

Some chat-related email notifications can be configured at:

Admin → Chat Settings → Email Notifications

However, these apply only to supported scenarios (for example, offline messages, mentions) — not to:

• New conversation creation
• Conversation assignment

Learn more on Email Notifications and Delivery Status for Chat Conversations.

Recommended Solution: Use Chat Workflows

To send email alerts for the unsupported events, use Chat Workflows with a Send Email action.

Supported Workaround Mapping

Step-by-Step Setup

1. Email on New Conversation

• Go to Admin → Workflows (Chat)
• Click Create Workflow
• Set trigger: Conversation Created and fill the relevant fields like workflow name and source.
• Add action: Send Email
• Select recipients (User or Group)
• Customize subject and body
• Insert Conversation URL placeholder
  
  
  
  
   
• Save and Enable
• Publish and Activate the workflow.

2. Email on Conversation Assignment

• Go to Admin → Workflows (Chat)
• Create or edit a workflow
• Set trigger: Conversation Assignee Updated
• Add action: Send Email
• You can select a user or group for email alerts when a conversation starts and add the conversation URL via a placeholder in the email.
  
  
  
  
   
• Save and Enable
• Publish and Activate the workflow.

Frequently Asked Questions

1. Can these email notifications be enabled from notification settings?
   No. Email notifications for new conversations and conversation assignments are not supported, so the options remain greyed out.

2. Is this controlled by Admin settings or user roles?
   No. Admin settings and roles cannot enable email notifications for new conversation or assignment events.

3. Does this require a global configuration change?
   No. There is no global setting to enable email notifications for these specific chat triggers.

4. Is this a plan limitation or missing prerequisite?
   No. This is a product limitation affecting new conversation and assignment notifications, regardless of plan or setup.

5. How can I send email alerts for these events?
   Use Chat Workflows:

   • Conversation Created → Send Email (for new conversations)
   • Conversation Assignee Updated → Send Email (for assignments)

6. Can I notify a group instead of a single agent?
   Yes. In workflows, you can send email notifications to individual agents or groups for these events.

Related Articles

1. Configuring Chat Workflows to Automate Actions in BoldDesk
2. BoldDesk Chat Workflow: Complete Guide