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.<\/p>\n\n\n\n
Email Notifications System<\/h2>\n\n\n\n
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.<\/p>\n\n\n\n
For Admins and Agents<\/h3>\n\n\n\n
When a user sends their very first message, the system intelligently routes the notification based on assignment rules:<\/p>\n\n\n\n
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Department Assignment:<\/strong> If the chat is routed to a specific department, only agents within that department receive the email.<\/li>\n\n\n\n
Specific Agent Assignment:<\/strong> If assigned to a particular individual, only that agent is notified.<\/li>\n\n\n\n
Unassigned:<\/strong> If neither applies, an email is broadcast to all agents who are currently offline<\/strong>.<\/li>\n<\/ul>\n\n\n\n
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<\/strong> feature is active within the Artificial Intelligence app, the system suppresses notifications if the chatbot successfully answers the query.<\/p>\n\n\n\n
For Users<\/h3>\n\n\n\n
Users receive email notifications only when an agent replies and the user is currently offline<\/strong>. To prevent inbox spam, only one email alert is sent per offline session; subsequent messages will not trigger additional alerts until the user returns.<\/p>\n\n\n\n
Customizing Email Templates<\/h3>\n\n\n\n
You can fully customize the content of these emails via Settings > Notifications<\/strong>. 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:<\/p>\n\n\n\n
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Merge Field<\/th>\r\n
Description<\/th>\r\n<\/tr>\r\n
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{recipient_name}<\/code><\/td>\r\n
The name of the user or agent receiving the email.<\/td>\r\n<\/tr>\r\n
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{sender_name}<\/code><\/td>\r\n
The name of the person who sent the triggering message.<\/td>\r\n<\/tr>\r\n
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{sender_profile_image}<\/code><\/td>\r\n
The profile picture of the sender.<\/td>\r\n<\/tr>\r\n
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{message}<\/code><\/td>\r\n
The actual text content of the message.<\/td>\r\n<\/tr>\r\n
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{attachments}<\/code><\/td>\r\n
Links to any files attached to the message.<\/td>\r\n<\/tr>\r\n
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{conversation_link}<\/code><\/td>\r\n
A direct link to the conversation in the admin panel (Agents only).<\/td>\r\n<\/tr>\r\n
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{conversation_id}<\/code><\/td>\r\n
The unique ID of the conversation.<\/td>\r\n<\/tr>\r\n<\/table>\n\n\n\n
Optimization via Cron Jobs<\/h2>\n\n\n\n
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.<\/p>\n\n\n\n