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At the end of this page, the recipient list on the Notifications section of the Configure page is saved, and you choose which events send mail. These emails go to a fixed list of addresses and cover one agent. For your own alerts as a human agent, such as browser push and sounds, see Live chat notifications.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • Open your agent and select Configure in the builder sidebar.
  • You need a role that can manage agents to change these settings. See Roles and permissions.

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Enable notifications

1

Select Notifications in the Settings list

Select Notifications in the Settings list on the Configure page. It holds this agent’s email settings.
2

Set the Notification Subject

This becomes the subject line of the New Conversation and Agent Assignment emails. Type {{chatbot_name}} where you want the agent name. The field shows the placeholder New conversation on .
Always leave a subject in the field. The fallback subject “Notification from” plus the agent name applies only until you first save these settings. After a save with the field empty, the subject line is empty.
3

Add Recipient Email Addresses

Type an address and press Enter to add it. Every listed address receives every enabled notification for this agent. With no addresses listed, no emails send.
4

Turn on the Email Events you need

New Conversation, Agent Assignment, and Weekly evaluation digest switch on and off separately. The first two start on, and Weekly evaluation digest starts off.
5

Select Save Notification Settings

The message Email notification settings saved confirms the change.

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When each email sends

No conversation email sends until the end user has sent at least one message in the conversation. The digest does not use Notification Subject. Its subject is always Weekly eval digest, then the agent name and the date the week ends. Every conversation email links to its conversation in the dashboard. Each conversation triggers the new conversation and assignment emails at most once.

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Verify

Turn on New Conversation and save. Open your agent as an end user and send one message. Every listed address receives one email, and its link opens the conversation in the dashboard.