Email Notifications

Email Notifications

Tags
Automation & AILive ChatSMS

For email notifications (receiving a copy of Live Chat or SMS transcripts), please follow this:

  1. Log in as an Admin
  2. Go to Settings -> Notifications
  3. Scroll down to "Email Notifications by Channel"
image

and edit the Channel you'd like to configure notifications:

image
  • You can enter one email or multiple inboxes to get a copy.
  • “Deliver Copy of Chat for” lets you set this option for Live Chat or SMS type of sessions.
  • …and pick when to deliver email transcripts, for “All Conversations”, “Leads Only”, or “None”:
image

All Conversations (sessions that may not capture emails/phone)

  • Chatbots - chats that don't connect to Agents.
  • Missed/Offline Chats - chats that tried to connect to an Agent but hit the offline flow.
  • Completed Agent Chats - chats that have connected with a live Agent.

Leads Only (only sessions that have captured contact info)

  • Chatbots - chats that don't connect to Agents.
  • Missed/Offline Chats - chats that tried to connect to an Agent but hit the offline flow.
  • Completed Agent Chats - chats that have connected with a live Agent.

None (disable notifications) - don't send emails.