Configure notifications
Choose email recipients and understand successful-submission, inactivity, and new-conversation triggers.
On this page
Set recipients by classification
Administrators and members can manage shared notification recipients and their own personal subscriptions. Open Notifications, find a top-level classification or Unclassified, and add a shared email address or enable Notify me.
A shared recipient is a workspace destination, such as a team inbox. A personal subscription belongs to the signed-in staff account and uses that account's email address. You cannot toggle another person's personal subscription.
If the same normalized address qualifies through shared and personal settings, it receives one message for that event. Configure the classifications your team actually uses, including unclassified activity where appropriate.
When emails are triggered
| Trigger | What starts it |
|---|---|
| Successful submission | Every destination-confirmed successful in-chat form submission. |
| Inactivity | No new visitor message for the configured delay. |
| Another conversation | The first saved visitor message in a new conversation starts processing other pending conversations for that browser visitor. |
Clicking New chat without sending a message does not itself send an email. Closing the widget does not start another conversation. Successful-submission notifications are separate from pending inactivity handling.
Change the inactivity delay
An administrator can change Inactivity notification delay from 1 to 1,440 whole minutes. The default is 30 minutes. Members can view the setting.
Only a new visitor message starts or updates the inactivity deadline. Changing the configured delay does not recalculate existing deadlines; the next saved visitor message uses the new duration. Do not expect an assistant response or a staff member opening the portal to reset that visitor deadline.
What recipients receive
Emails can include a conversation summary, available contact information, classifications, and form information, together with a protected portal link. Choose recipients who are authorized to handle that information.
The email's language and timezone follow recipient settings. Personal recipients use their staff preferences; email-only destinations use the workspace timezone. An email copy is a disclosure to that recipient and their email service. Workspace record residency does not determine the recipient's mailbox storage location.
Missing or delayed email
Check the conversation classification, recipient entry or subscription, configured delay, and the event that actually occurred. Check spam folders and the receiving mail service. Background preparation and email delivery can take time.
A notification failure does not undo a successful form submission. For important delivery checks, verify the form destination separately. See Data handling for the information sent to recipients.