Email notifications

Email notifications in LiveAgent are used to automatically send emails to offline agents to notify them:

  • When a ticket is assigned to an agent
  • When customer replied in assigned ticket
  • When a new ticket is created in a department the agent is member of
These email notifications are not sent to agents, who are actually online in agent panel (on desktop or mobile application). If you need such notification to be sent no matter if they are currently online or offline in agent panel you can do so by creating a rule.

Each agent can set up their preferred email notifications themselves directly in their agent profile. To edit your agent profile click your agent avatar in the top right corner of your LiveAgent panel.

Owner or admin accounts can edit profiles of all existing agents and set preferred email notifications for them. To do so navigate to Configuration->Agents->edit agent by clicking a pencil icon in the actions column. Go to Notifications tab and set preferred email notifications for that agent account.

If you'd like to change the content of these notifications you can do so under Configuration->Email->Agent Templates as explained in the article about email templates.

 

If you are using our Slack integration, your agents will also be able to enable these notifications to be sent directly to their Slack account in your Slack workspace that you linked with your LiveAgent account. To do so they just need to select their Slack account from the list of accounts that have access to your Slack workspace.

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