Open Settings, then Notifications. The page is described as “Choose how you hear about a conversation that needs you, by email, on your devices, or both.”
Turn it on
Under Where alerts go, switch on Email. The description reads “You’ll get an email when a conversation needs your attention”.
Emails go to the address on your account. There is one address here, not a list.
Every email we send
A customer needs your attention now goes out when the assistant escalates a conversation. This is the one that matters most.
Someone replied to you goes out when a customer writes back in a conversation you were handling.
Lead notifications forward new leads. These are a separate setting in Customize, under Lead Generation, and can go to up to five addresses. See Get an email when a new lead comes in.
Your chatbot has paused, upgrade to keep responding arrives when you use up your monthly messages.
Payment emails cover a failed card (“Action needed: update your payment method”), being moved to the free plan, and a cancelled subscription. These always send, regardless of this setting, because ignoring them costs you service.
Not receiving them
- Check spam and promotions folders, and mark ours as not spam.
- Add our sending address to your contacts.
- If you use a work address, your IT filter may be blocking them. Ask for our domain to be allowed.
- Confirm the address on your account is right, in Settings, then General.
Turning them off
Switch Email off. Payment and account emails still send, because they are about your account rather than your conversations.
What to do next
Set up push notifications so alerts reach your phone.