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Email Notifications for Unread Messages

Email notifications ensure that both visitors and agents stay informed about new messages in chat conversations, even when they’re not actively viewing the chat widget or dashboard.

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How It Works

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For Visitors

When a support agent replies to a visitor’s message, the visitor receives an email notification:
  • Delay: Sent 5 minutes after the agent’s reply (prevents spam if visitor returns quickly)
  • Frequency: Maximum of 1 email per conversation
  • Content: Full message from the agent
  • Link: Direct link back to the conversation

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For Agents

When a visitor replies after an agent has left the conversation, the agent receives an email notification:
  • Delay: Sent 5 minutes after the visitor’s reply
  • Frequency: Maximum of 1 email per conversation
  • Content: Full message from the visitor
  • Link: Direct link to the live support dashboard

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Platform Support

Email notifications are only sent for web widget conversations. Messages from the following platforms do NOT trigger email notifications:
  • Facebook Messenger
  • Discord
  • Slack

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Configuration

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Enable Email Notifications

  1. Go to Dashboard → Websites → [Your Website] → Settings
  2. Scroll to the Email Notifications section
  3. Toggle Enable Email Notifications to ON

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Customize Branding

To use your company’s branding in notification emails:
  1. Sender Email (optional)
    • Enter your support email (e.g., support@yourcompany.com)
    • Requires custom domain verification with Resend
    • Leave empty to use noreply@bubblav.com
  2. Sender Name
    • Enter your company name (e.g., “ACME Support”)
    • Appears in the “From” field of emails
  3. Company Logo URL
    • Enter HTTPS URL to your logo
    • Displayed at the top of email notifications
    • Recommended size: 200x80px or similar aspect ratio

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Test Your Configuration

Click Send Test Email to receive a preview of how your emails will look.

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Email Template

Email notifications include:
  • Header: Your company logo (if configured)
  • Greeting: Personalized with recipient name
  • Message: Full content of the new message
  • Call-to-Action: Button linking back to conversation
  • Footer: Unsubscribe link + “Powered by BubblaV”
Example email for visitors: 
[Your Company Logo]

Hi John,

Support Agent replied to your conversation:

┌─────────────────────────────────────┐
│ Agent: Support Agent                │
│                                     │
│ Thanks for reaching out! I can help│
│ you with that question.            │
└─────────────────────────────────────┘

[Reply to conversation] <-- Button

────────────────────────────────────────
You're receiving this email because you have a
conversation on this website. Unsubscribe

Powered by BubblaV

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Unsubscribe Management

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For Visitors

Visitors can unsubscribe by clicking the “Unsubscribe” link in any email notification. They will:
  1. Be taken to an unsubscribe confirmation page
  2. Optionally provide feedback on why they’re unsubscribing
  3. Stop receiving email notifications immediately

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For Agents

Agents can manage their email preferences from Account Settings → Email Preferences:
  • View unsubscribe status
  • Resubscribe if previously unsubscribed
  • View unsubscribe date and reason

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Rate Limiting

To prevent spam and protect your sender reputation:
  • Per Conversation: Maximum 1 email per conversation
  • 5-Minute Delay: Emails sent 5 minutes after message (allows user to return naturally)
  • Platform Filtering: Only web widget conversations trigger emails

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Troubleshooting

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Emails Not Being Sent

Check Email Notifications Enabled
  • Go to Website Settings → Email Notifications
  • Verify toggle is ON
Check Unsubscribe Status
  • Recipient may have unsubscribed
  • Check email logs in dashboard (coming soon)
Check Platform
  • Only web widget conversations send emails
  • FB Messenger, Discord, Slack conversations do NOT send emails
Check Rate Limits
  • Only 1 email sent per conversation
  • Check if email was already sent for this conversation

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Emails Going to Spam

Custom Domain Verification
  • If using custom sender email, verify your domain with Resend
  • Configure SPF, DKIM, and DMARC records
  • Contact support for assistance
Logo URL Issues
  • Ensure logo URL uses HTTPS
  • Verify logo loads correctly
  • Use optimized image size (< 200KB)

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Delays in Email Delivery

  • Emails are intentionally delayed 5 minutes
  • This prevents spam if user returns quickly
  • Check Resend dashboard for delivery status

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Best Practices

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1. Use Custom Branding

  • Configure sender email and logo for professional appearance
  • Increases open rates and trust

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2. Monitor Unsubscribe Rates

  • High unsubscribe rates indicate issues
  • Review email frequency and relevance

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3. Test Your Configuration

  • Send test emails after configuration changes
  • Check rendering across email clients

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4. Set Expectations

  • Inform visitors they’ll receive email notifications
  • Add notice in widget or during email collection

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5. Verify Domain Setup

  • If using custom sender email, complete domain verification
  • Improves deliverability and sender reputation

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Analytics & Reporting

Track email notification performance in your dashboard:
  • Total emails sent
  • Open rates (coming soon)
  • Click-through rates (coming soon)
  • Unsubscribe rates
  • Delivery failures

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FAQ

Q: Can I disable email notifications for specific conversations? A: Currently, email notifications are enabled/disabled at the website level. Per-conversation control is planned for a future release. Q: Can visitors opt-in instead of opt-out? A: Currently, email notifications are opt-out by default (with unsubscribe link). Opt-in mode is planned for GDPR compliance. Q: What happens if a visitor replies via email? A: Email notifications are one-way. Visitors must click the link to continue the conversation in the widget. Email reply functionality is planned for a future release. Q: Can I customize the email template? A: Custom templates are available for Enterprise plans. Contact sales for details. Q: How can I verify my custom domain? A: Domain verification is handled through Resend. Log in to your Resend account and follow the instructions to add SPF, DKIM, and DMARC records for your domain. Contact BubblaV support if you need assistance. Q: Will email notifications work with my third-party CRM? A: Email notifications are sent directly from BubblaV to your configured email addresses. Integration with third-party systems is planned for future releases.

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Support

Need help with email notifications?
  • Contact support: support@bubblav.com
  • Check domain verification status with Resend
  • Review email logs in dashboard (coming soon)