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Configure notifications for your team and customers during live chat conversations. Personal notifications alert team members about conversations that need attention, while email reply notifications let customers receive human agent replies after leaving your website.

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Personal notifications

Personal notifications are sent to members of your support team when specific live chat events occur. Personal live chat notification settings

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Available notifications

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How to configure

  1. Go to your AI Agent or Chatbot dashboard.
  2. Navigate to Settings > Notifications.
  3. Under Personal notifications, check the Email checkbox next to the notifications you want to receive.
  4. Click Save.
These are per-user settings. Each team member on your project needs to configure their own notification preferences.

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Email reply notifications

Email reply notifications are sent to customers. Web chats can collect a customer’s email address when a conversation is handed off to your team. If a human agent replies after the customer leaves your website, the customer receives an email containing the new replies they missed. Email form to collect customer email address for offline replies Configure this behavior under Widget Editor > Configure > Email reply notifications:
  • Require email before messaging requires customers to provide an email address before they can send messages.
  • Show email reminder displays a reminder above the message box when email collection is optional and a customer skips the email form.
Set your business name in Settings > General so it is displayed in the email notification, such as in the subject line and sender name. If no business name is set, the email uses a generic subject, which is not recommended.