Email notifications
Understand who receives leads, tickets, bookings, summaries and billing emails.
On this page
Who receives which email?
| Event | Destination / configuration |
|---|---|
| Lead and human handoff | Bot settings → Send leads & handoff requests to, with the account email fallback. |
| New ticket / ticket alerts | Workspace owner plus the bot’s separate ticket alert email list. This is independent of the leads/handoff address. |
| New booking request | The bot’s notification destination, falling back to the account email. |
| Booking confirmed, rejected, rescheduled or cancelled | The visitor’s booking email; the message describes the resulting booking state. |
| Stored chat summary | Workspace owner account email. A period with no messages produces no summary email. |
| Team invitation / transfer invitation | The intended recipient account email. |
| Subscription/payment communication | The billing/account recipient for the relevant event. Review Billing and Stripe invoice/portal status for the current state. |
Configure ticket alerts separately
- Select the correct bot and open its ticket settings.
- Review the ticket alert recipients; the owner account remains part of ticket notification routing.
- Save additional recipients using the owner-authorized controls.
- Create a controlled test ticket and check receipt in the intended inboxes.
- Keep the ticket open in the dashboard when handling live visitor replies.
An expected email did not arrive
- Confirm that the event actually occurred and that you are checking the correct workspace/bot.
- Check the feature-specific recipient, spam folder and mailbox rules.
- For summaries, confirm the due period contained messages.
- For bookings, inspect the current request status and visitor email.
- Use webhook delivery for supported events when integrating your own systems; a webhook subscription is separate from email preferences.
- Do not trigger a second purchase or duplicate booking solely to resend a notification.