Open your notification settings
- Click Settings at the bottom of the sidebar.
- Under Account, click Notifications.
Turn email notifications on or off
In Settings → Account → Notifications:- Turn on Enable email notifications.
- Turn on each topic that you want. Turn off the topics that you do not want.
Critical alerts: credits, campaigns and WhatsApp connection emails
The Critical alerts group in Settings → Account → Notifications has these topics:- Credits usage: an email when a credit balance runs low, and when it runs out.
- Failed campaign or automation: an email when a WhatsApp campaign fails, or stops before it reaches everyone because your credits ran out. Automations that you build in Automations do not send this email.
- WhatsApp connection: an email when you must open the WhatsApp Business app to keep your number connected. This topic shows only when your number also works with the WhatsApp Business app. If nobody turns it on, the account owner gets this email.
- Campaign template rejected: see “Campaign template email: when it arrives” on this page.
Campaign template email: when it arrives
The topic Campaign template rejected in Settings → Account → Notifications sends an email when Meta approves the message of a WhatsApp campaign that waited for review. Then you can send or schedule the campaign. TextYess does not send an email when Meta rejects a campaign message. To see if Meta rejected a campaign, check the campaign in Campaigns → WhatsApp.Customer conversation emails: new conversations, new messages, human support requests
The Customer conversations group in Settings → Account → Notifications has these topics:- New conversations: an email when a customer writes to your WhatsApp number and no chat with them exists yet. A reply to a campaign or an automation is a new message, not a new conversation.
- New messages: an email for each message that a customer sends in an existing WhatsApp chat. On a busy number, this topic sends many emails.
- Human support request: an email when the AI hands a chat to your team, on WhatsApp or in the onsite chat.
Get an email when a customer asks for a human
Turn on Human support request in Settings → Account → Notifications. TextYess then emails you each time the AI hands a chat to your team. This works for WhatsApp chats and onsite chats. The subject says that someone asked for you on WhatsApp or on your website, with your store name. The email links to the chat in the Inbox. This email does not come when you take over a chat yourself. It also does not come for chats that go to Needs attention for other reasons. If nobody in your organization has saved notification settings, the account owner gets these emails. After someone saves their settings, only the people who turned on Human support request get them.Get notified when a chat moves to Needs attention or stays unread
TextYess has no email for each chat that moves to Needs attention. It has no email for unread chats either, because the Inbox has no read or unread state. These options come closest:- Human support request: an email when the AI hands a chat to your team. These chats go to Needs attention.
- New messages: an email for each customer message, also in the chats that your team handles.
- Assign the chat to a teammate. The teammate gets an email for each new customer message in that chat.
- Keep the Inbox open. When the AI hands a chat over, a pop-up shows A conversation needs you.
Send notifications to a second email address or to teammates
You cannot add an extra email address in Settings → Account → Notifications. Each person gets the emails at the address that they use to log in. To send notifications to another address, for example a shared support mailbox, invite it as a teammate:- Open Settings → Team (https://ai.textyess.com/organization-settings/team) and click Invite teammate.
- Enter the Email address, choose a Role, and click Send invitation.
- Open the invitation email at that address and join the organization.
- Log in with that address and open Settings → Account → Notifications.
- Turn on the topics that this address must get.
Emails that assigned teammates get
When a WhatsApp chat is assigned to a teammate in the Inbox, the teammate gets an email for each new customer message in that chat. The email links to the chat. This email does not depend on Settings → Account → Notifications. To stop it, unassign the chat, or assign it to another teammate.Notification settings are personal and per organization
Your notification settings belong to you, not to the whole organization. Each teammate chooses their own topics. TextYess sends each email to the login address of each person who turned on the topic. If you work in more than one organization, set up notifications in each one. Switch to the organization, then open Settings → Account → Notifications.Updates and insights emails
The Updates & insights group in Settings → Account → Notifications has these topics:- Product updates: occasional emails about new TextYess features.
- Campaign performance: a report on a WhatsApp campaign, about 5 hours after the campaign finishes sending.
- Monthly recap.
Browser, phone and WhatsApp notifications
TextYess sends notifications by email only. It does not send browser notifications, phone push notifications or WhatsApp messages to your team. When the Inbox is open in your browser, a pop-up shows A conversation needs you each time the AI hands a chat to your team. Click Open to go to the chat. The pop-up shows only while the Inbox is open on your screen.Why you do not get a notification email
Check these points in Settings → Account → Notifications:- Enable email notifications is on, and the topic is on.
- The address after Notifications will be sent to is the address that you check.
- The event matches the topic. Human support request comes only when the AI hands a chat to your team. New conversations and New messages cover WhatsApp chats only.