Email Notifications

Both agents and users can receive an email notification when a new message is received.

Email Notifications for Admin and Agents

• When a user sends their first message, if the conversation is assigned to a department, an email is sent only to the agents in that department. If the conversation is assigned to a specific agent, an email is sent only to that agent. Otherwise, an email is sent to all agents who are not online at the moment.
• Subsequent emails are sent only to the last agent in the conversation.
• Email notifications are sent only if the last agent in the conversation is offline.
• If using the Nulu AI app and Settings > Artificial Intelligence > Human takeover is active, no emails are sent if the chatbot knows the answer.
• To prevent admins from receiving email notifications, check Settings > Notifications > Do not send email notifications to admins.

Email Notifications for Users

• When an agent sends a message to a user, an email is sent to the user only if the user is offline.
• Only one email is sent. Subsequent messages will not trigger a new email alert.

Create the Email

To manage the emails and create the content:

• Go to Settings > Notifications. You can use text and HTML. New lines are automatically converted to <br />.
• You can use the following merge fields in the email. Merge fields are automatically replaced with updated information.