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Advanced features

Last Update 5 dagen geleden

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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.

Steps to adjust mail notifications

1. Log in to your tawk.to account and select the correct property.

2. Click Administration in the left navigation bar.

3. Click Mail Notifications under Settings in the left submenu.

4. On the Mail Notifications page, you can configure the following notification types:
- Chat Transcripts
- New Tickets
- Offline Form
- Missed Chats

You can:
- Turn the respective switch on or off to enable or disable each notification type.
- Choose who gets notified using the respective dropdown menu. The available recipient options vary by notification type. See Notifications you can configure below for details.
If you select Specific members only, choose the team members from the dropdown and click Done.
For Chat Transcripts, Offline Form, and Missed Chats, you can also add external email addresses (outside your team) in the External email addresses field.

After you configure a notification type, a summary appears below it showing who will receive the notification emails based on your settings.

If a notification is turned on but no recipients are selected, an amber warning appears in the notification section. Add at least one recipient or turn off the notification.

5. Click Save in the lower-right corner when you’re done.

Notifications you can configure

Chat Transcripts
To enable Chat Transcripts, turn the Send all Chat Transcripts to switch on.
You can send chat transcripts to:
  • Specific team members from your property
  • The Department selected in your Pre-Chat form
  • External email addresses

If you select Department selected in prechat form, you can also add specific team members by clicking + Add specific members and selecting the team members you want to notify.
To stop sending chat transcripts, just turn the Send all Chat Transcripts to switch off.

On your Pre-Chat Form, you can allow visitors to select a department so 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

New Tickets
To enable New Tickets, turn the Send New Ticket notifications to switch on.

You can send new ticket notifications to 
  • Specific team members from your property
  • All property members
  • Admins

New ticket notifications can only be sent to team members. External email addresses are not supported for ticket notifications because ticket replies must come from a team member so they can thread back into the ticket.

Note: If an external email address was previously saved for New Tickets, a red warning appears next to it. You can remove it with one click.

If you select All property members, every team member with access to the dashboard will receive new ticket notifications.

If you select Admins, all administrators on the property will receive new ticket notifications.

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

To disable New Ticket notifications, just turn the Send New Ticket notifications to switch off.

Offline Form 
To enable Offline Form, turn the Send Offline Form notifications to switch on.

    You can send Offline Form submissions to 
    • Specific team members
    • The Department selected in the Offline Form
    • External email addresses

    If you select Department selected in offline form, you can also add specific team members by clicking + Add specific members and selecting the team members you want to notify.
    To disable Offline Form notifications, just turn the Send Offline Form notifications to switch off.

    On your Offline Form, visitors can select a department so their submission is sent to the appropriate team. To learn more about adding departments to the Offline Form, see this guide: Using the Offline Form

    Missed Chats
    To enable Missed Chats, turn the Send Missed Chat notifications to switch on.

    You can send Missed Chat notifications to:
    • Specific team members from your property
    • The Department selected in your Pre-Chat form
    • External email addresses 

    If you select Department selected in prechat form, you can also add specific team members by clicking + Add specific members and selecting the team members you want to notify.
    To disable Missed Chats, just turn the Send Missed Chat notifications to switch off.

    Additional considerations

    • Who receives ticket emails
      When a ticket is assigned to a team member, 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 property members, only Admins, or the specific team members 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, test each notification type to make sure the right people receive the emails. For example, you can submit an offline form, create a test ticket, or simulate a missed chat.

    Related guides

    Using the Pre-Chat Form
    Set Up a Pre-Chat Form with Department Selection
    Using the Offline Form
    Why am I not receiving emails?
    Creating and responding to tickets
    Responding to offline messages via Ticketing

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