Offline Email Notifications

Enable Offline Email Notifications

If you would like to receive email notifications for any messages you receive while logged out or set to Offline, you can configure that under Settings > Notifications section. There is a 5 minutes delay time which is counted from the last message received. This is made to avoid sending you all the messages in separate emails. Instead, the system will collect all those chat messages that have been written on the chat and send them to you in just one mail 🙂

To set up the offline email notifications - make sure the box under the email column is checked for new messages. The new chat request box is checked automatically to ensure you will receive both - the new chat requests messages and messages from the conversations you're already assigned to.

The email notifications are always sent to the email address you used to create a Tidio account. Suppose you would like to add an additional email to keep receiving emails to another personal email address. In that case, you can enable the Forward email notification option and a different email manually.

Above, you can see an example when an operator had joined the conversation right after the chat message was received. In this case, the offline email notification hasn't been sent. 

In this example, the operator joined the chat after the 5 minutes period from the moment when the chat was received.  That means the offline email notification has been sent to the operator's email address. 

The 5 minutes delay has been added to ensure each message is included in the notification you receive. It's very common for visitors to send their inquiries in multiple chat messages instead of a single message. 

With the five-minute delay, you'll have the complete picture of the customer's issue, and you'll be able to react immediately.

To learn more, take a look at our article on how to go offline in your Tidio panel. (How to set up your operating hours and online & offline statuses.