Notifications Management Overview
Understanding exactly when and how notifications are triggered is essential for maintaining smooth communication. If you suspect notifications aren’t functioning correctly, please review the logic below, as testing methods often differ from real-world usage scenarios.
Email Notifications System
Both support agents and end-users can receive email alerts whenever a new message lands in their inbox. This ensures that no critical communication is missed, even when users are offline.
For Admins and Agents
When a user sends their very first message, the system intelligently routes the notification based on assignment rules:
- Department Assignment: If the chat is routed to a specific department, only agents within that department receive the email.
- Specific Agent Assignment: If assigned to a particular individual, only that agent is notified.
- Unassigned: If neither applies, an email is broadcast to all agents who are currently offline.
For subsequent messages in an ongoing conversation, emails are sent exclusively to the last agent handling the chat, provided they are currently offline. If the Human Takeover feature is active within the Artificial Intelligence app, the system suppresses notifications if the chatbot successfully answers the query.
For Users
Users receive email notifications only when an agent replies and the user is currently offline. To prevent inbox spam, only one email alert is sent per offline session; subsequent messages will not trigger additional alerts until the user returns.
Customizing Email Templates
You can fully customize the content of these emails via Settings > Notifications. The editor supports both plain text and HTML. New lines are automatically converted to HTML line breaks. Use the following dynamic merge fields to personalize your messages:
| Merge Field | Description |
|---|---|
{recipient_name} |
The name of the user or agent receiving the email. |
{sender_name} |
The name of the person who sent the triggering message. |
{sender_profile_image} |
The profile picture of the sender. |
{message} |
The actual text content of the message. |
{attachments} |
Links to any files attached to the message. |
{conversation_link} |
A direct link to the conversation in the admin panel (Agents only). |
{conversation_id} |
The unique ID of the conversation. |
Optimization via Cron Jobs
For a more robust notification system, you can offload email sending to a cron job. This is highly recommended as it improves performance and ensures emails include the entire conversation context.
Setup Required! To enable this, activate Email notifications via cron job in settings and configure your server cron command.
Use the following command format, replacing [SCRIPT-URL] with your actual Installation URL found in Settings > Miscellaneous:
*/59 * * * * wget [SCRIPT-URL]/include/api.php?email-notifications=trueTroubleshooting Email Delivery
If your web host’s email server is unreliable or your emails land in spam folders, we strongly recommend using an external SMTP server. Activate the SMTP option in Settings > Notifications and enter your provider’s details.
If test emails fail even with SMTP enabled, your server configuration might be incorrect. Use the browser console to view specific error messages. For a reliable free alternative, consider integrating SendGrid.
To use Gmail SMTP, generate an App Password from your Google Account security settings. Use smtp.gmail.com as the host with port 465 or 587. Ensure “Less secure app access” or equivalent API controls are properly configured in Google Workspace.
Real-Time Push Notifications
Unlike standard desktop notifications, Push notifications are delivered from a server even when the user’s browser is closed or the device is offline. We support both Pusher (Android/Desktop) and OneSignal (iOS/Android/Desktop). Note that iOS devices strictly require OneSignal.
Setup: Pusher (Beams)
Create Instance
Log in to your Pusher dashboard, select the Beams product, and create a new instance.
Get Keys
Navigate to the “Keys” menu in Pusher and copy your Instance ID and Primary Key.
Configure Settings
Go to Settings > Notifications > Push notifications in your chat admin, select Pusher, and paste your keys.
Setup: OneSignal (iOS Support)
For Apple devices (iOS 16.4+), you must use OneSignal. The setup involves creating a Web Configuration in OneSignal, entering your site’s root domain, and uploading the required SDK files (sw.js etc.) to your server’s root directory.
- Cloud Version: OneSignal is pre-configured by default.
- WordPress: You must access the chat admin area directly (outside the WP dashboard) to finalize push settings.
- Service Workers: You need to define the path to your service worker files in the settings if they are not in the root.
Troubleshooting! If notifications fail on Windows 10+, check your “Focus Assist” or “Notifications” settings. On Chrome, ensure “Continue running background apps” is enabled.
Additional Notification Types
Desktop Notifications
These are standard browser notifications. They work only over HTTPS and are not supported on iOS. If Push notifications are active, they will override and replace standard desktop notifications.
SMS Notifications (Twilio)
You can send SMS alerts to both agents and users via Twilio integration. This also enables a true two-way texting experience where SMS replies appear in the chat.
- Setup: Enter your Twilio SID, Auth Token, and Phone Number in Settings > Notifications > Text message notifications.
- Sender ID: You can replace the phone number with a custom Sender Name (Alphanumeric Sender ID) where supported.
- Logic: SMS notifications are sent only if the recipient is offline. They are disabled if the AI chatbot successfully handles the query.
Sound Alerts
Audio alerts play when a new message arrives. Due to browser security policies, sound will only play if the user has interacted with the document (clicked somewhere on the page). If set to loop, the sound plays until the chat window is opened or maximized.
