Email customers about unread widget replies

Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.

Customer email notifications with unread-message toggle, Chat URL, and notification delay in the Atlas demo workspace.

Unread message notifications email customers who have not seen a reply in a widget conversation.

1. Open Settings → Channels → Email.
2. Under Customer notifications, turn on Unread message notifications.
3. Enter a Chat URL for a page that contains your widget. The email's reply button opens this page. Leave it empty to use the customer's hosted support inbox.
4. Set Notification delay between 5 and 90 minutes.
5. Select Save notification settings.

The notification is skipped when the customer reads or responds within the delay. Test with an identified user whose email address you control: send a widget reply, leave it unread, and check that the email opens the intended conversation destination. Repeat with a reply that the user reads before the delay ends.