Configure email notifications for unread chat messages

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

    • Send email summaries with all unread messages when the user isn’t active during a chat conversation for a specified duration.

    Before you begin

    Role required: sn_csm_ec.ec_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 > Engagement Messenger > Modules.
    2. On the Engagement Messenger Modules page, in the Edit module column, select Edit.
    3. On the Configure Engagement Messenger Module page, select Features.
    4. Enable the Chat feature by turning on the Chat in the Feature settings pane.
    5. On the Chat form, in the Global chat settings, select Email notifications for unread messages.
      The Missed activity emails page opens in a new tab.
    6. Enable the sending of chat email notification by turning on the Missed activity email option.
    7. In the Offline threshold drop-down list, set the time duration that the user is inactive before sending the email notification.
      • 15 minutes (default)
      • 2 hours
      • 8 hours
      • Custom
    8. Select Save.

    Result

    Automatically sends email notifications of missed chat messages at the specified time interval.