Sending missed chat activity emails

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Send email to users with summaries of chat messages sent to them while they were offline.

    Before you begin

    Role required: virtual_agent_admin

    About this task

    You can send email summaries to an authenticated user or users who are verified by a live agent.

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings.
    2. Select the General tab.
    3. In the Missed activity emails card, select View Settings.
    4. Enable the Missed activity emails feature by toggling Activate option.
    5. In the Offline threshold drop-down, set the time duration that the user is inactive before sending email notification.
      • 15 minutes (default)
      • 2 hours
      • 8 hours
      • Custom (enter a custom duration of minutes or hours)
    6. Select Save.

    Result

    Email notifications of missed chat messages are automatically sent at the specified time interval.