Adjusting mail notifications

The instructions below are for desktops and laptops only.

Mail notifications enable your team to receive email alerts for chat transcripts, missed chats, offline form submissions, and new tickets. You’ll be notified even if you aren’t logged into the dashboard, allowing you to respond accordingly.

The steps below explain where to find these settings, what each option does, and how to enable or stop specific emails.

3. Click Administration in the top menu.

4. In the left menu, click Mail Notifications under Settings.

5. In the Mail Notifications page, you can set who receives chat transcripts and notifications for new tickets, offline forms, and missed chats.

6. Click Save when you’re done.

Chat Transcripts

You can send chat transcripts to:

• The Department visitors choose in your Pre-Chat form, and

• Up to five team members. These include team members with tawk.to accounts (tawk.to email addresses) as well as team members with non-tawk.to email addresses.

On your Pre-Chat form, you can allow visitors to select a department, ensuring their chat is directed to the right team. To learn more about adding departments to the pre-chat form, see these guides:

Using the Pre-Chat Form

Set up a Pre-Chat Form with the option to select a Department

To stop sending chat transcripts, select Nobody and remove all listed team members or email addresses.

You can also select Nobody and still add other recipients (with external email addresses) even if they don’t have a tawk.to account.

New Tickets

You can send copies of new tickets to

• All dashboard members,

• Only Admins, and

• Up to five team members. These include team members with tawk.to accounts (tawk.to email addresses) as well as team members with non-tawk.to email addresses.

If you select All, every team member with access to the dashboard will receive copies of new tickets.

You can still add up to five team members (with tawk.to email addresses) even if Nobody is selected.

Note:

• Ticket notifications can only be sent to recipients with tawk.to email addresses. Third-party email addresses are not supported for ticket notifications.

• If a ticket is assigned to a specific agent, only that agent will receive notifications about it.

Offline Form

When a visitor submits the offline form, their details can be sent to

• The Department selected in the pre-chat form,

• Specific agents, and

• Up to five additional email addresses — including third-party emails.

If you select Nobody, you can still add other agents or external (non-tawk.to) email addresses.

To stop offline form notifications completely, choose Nobody and remove all listed addresses.

Missed Chats

If a visitor starts a chat and no agent responds, missed chat emails can be sent to the selected department, specific agents, or third-party email addresses.

If you select Nobody, you can still add other agents or third-party email addresses to receive these notifications.

To disable missed chat emails entirely, choose Nobody and remove all added recipients.

• Who receives ticket emails
  When a ticket is assigned to someone, only that team member will receive notifications about it. If the ticket isn’t assigned, notifications follow your mail settings — for example, they’ll go to all agents, only Admins, or the specific agents and email addresses you’ve added. This helps prevent duplicate alerts.
  
  

• If emails don’t arrive
  If you’re not receiving email notifications, start by checking your spam or junk folder. Then, review any inbox filters that might block these emails. If the emails still aren’t coming through, see this guide for troubleshooting steps: Why am I not receiving emails?
  
  

• Test after changes
  After you save your settings, it’s a good idea to test each notification type. Try submitting an offline form, creating a test ticket, or simulating a missed chat to make sure everyone receives the right emails.

Why am I not receiving emails?

Using the Pre-Chat Form

Set Up a Pre-Chat Form with Department Selection

Creating and responding to tickets

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