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E-mail templates

Definition of E-mail Templates and Their Purposes

Send Mail to User, ID 1​

  • This template is used when an operator sends an e-mail to a visitor from chat.

Support Request from User, ID 2​

  • This template is used when visitors fill an offline form and send an e-mail.

User Mail for Himself, ID 3​

  • This template is used when visitors send a chat transcript from the widget to their own e-mail.

New Chat Request, ID 4​

An e-mail is sent when there is a new chat and the following conditions are met:

  • The department has the Mail messages option checked in the Notifications section.
  • The chat is in the Pending state for a specified number of seconds before notifying staff.

Chat Was Closed, ID 5​

An e-mail is sent when a chat is closed and the following conditions are met:

  • The department has the Inform when chat is closed by operator, only mail notification is sent. OR Inform when chat is closed automatically, only mail notification is sent. option checked in the Notifications section.

New FAQ Question, ID 6​

An e-mail is sent when a new question is filled in the FAQ widget.

New Unread Message, ID 7​

An e-mail is sent to the operator when there is a new unread message from a visitor and the following conditions are met:

  • The department has the Inform about unread messages if from last unread user message has passed (seconds) option checked in the Notifications section.
  • More seconds have passed since the last visitor message than the notification threshold limit.

Filled Form, ID 8​

An e-mail is sent when a visitor fills a form from the forms module.

Chat Was Accepted, ID 9​

An e-mail is sent when a chat is accepted and the following conditions are met:

  • The department has the Inform when chat is accepted by one of the staff members using option checked in the Notifications section.
  • The Mail messages option is checked.

Permission Request, ID 10​

An e-mail is sent when an operator requests new permission from their account using the Permissions tab. The e-mail is sent to the operator chosen by the requester.

You Have Unread Messages, ID 11​

An e-mail is sent to the visitor if an operator writes a message in chat and the following conditions are met:

  • The Inform visitor about unread messages from operator, value in minutes. 0 - disabled option is checked in the Chat configuration section.
  • The chat has unread operator messages.
  • More than the specified number of minutes have passed since the last operator message.

Visitor Returned, ID 12​

An e-mail is sent to the operator when a visitor returns to the website with a fresh session and the following conditions are met:

  • The visitor's online record indicates that the operator should be informed about the visitor's return. This can be done from the Modify chat modal by clicking Edit chat.
    • The e-mail is sent to the operator who subscribed to receive notifications once the visitor returns.
    • Alternatively, the e-mail template has the recipient e-mail field filled.

Report Prepared, ID 13​

An e-mail is sent when a report from statistics is prepared.