{"Status":true,"Message":"","Response":{"post":{"postuid":"e0e0486d-0c93-48b7-a9e1-0ee1c3372447","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Chat Notifications and Teams","slug":"article/chat-notifications-and-teams","html":"\u003Cp\u003ENotifications make sure someone hears about a conversation even when nobody has the inbox open. Alerts go to \u003Cb\u003Eteams\u003C/b\u003E, such as Support and Sales, and each team has its own Slack channel and email addresses. Set them up under \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then \u003Cb\u003ENotifications\u003C/b\u003E.\u003C/p\u003E\u003Ch2 id=\u0022teams\u0022\u003ETeams\u003C/h2\u003E\u003Cp\u003EEvery conversation is routed to one team, and all of its alerts go to that team. Each team has:\u003C/p\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EField\u003C/th\u003E\u003Cth\u003EWhat it\u0027s for\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003ETeam name\u003C/td\u003E\u003Ctd\u003EFor example \u0022Support\u0022 or \u0022Sales\u0022. Shown in alerts and in the inbox.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EWhich conversations belong to this team\u003C/td\u003E\u003Ctd\u003EA short description the AI uses to route conversations, for example \u0022Prospects: pricing, plans, demos, trials, comparisons\u0022.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAlways for these pages\u003C/td\u003E\u003Ctd\u003EOptional page paths, such as \u003Ccode\u003E/pricing/*\u003C/code\u003E or \u003Ccode\u003E/request-a-demo/\u003C/code\u003E. Chats started there always go to this team.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESlack channel\u003C/td\u003E\u003Ctd\u003EWhere this team\u0027s alerts post. \u003Cb\u003ETest\u003C/b\u003E sends a test message.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EEmail alerts to\u003C/td\u003E\u003Ctd\u003EThis team\u0027s email addresses. \u003Cb\u003ETest\u003C/b\u003E sends a test email.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EReply-to on emails to visitors\u003C/td\u003E\u003Ctd\u003EFor example \u003Ccode\u003Esales@example.com\u003C/code\u003E, so replies to follow-up emails reach this team\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EThe first team is the default. Click \u003Cb\u003EAdd a team\u003C/b\u003E to add more.\u003C/p\u003E\u003Ch2 id=\u0022how_a_conversation_finds_its_team\u0022\u003EHow a conversation finds its team\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EIf it started from a \u003Ca href=\u0022/article/chat-proactive-messages\u0022\u003Eproactive message\u003C/a\u003E that names a team, it goes to that team.\u003C/li\u003E\u003Cli\u003EOtherwise, the first team whose pages match the page the chat started on.\u003C/li\u003E\u003Cli\u003EOtherwise, the AI reads the visitor\u0027s first message and picks the team whose description fits best.\u003C/li\u003E\u003Cli\u003EIf none of these decide, it goes to the first team.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EA teammate can move a conversation to another team from the inbox. Its later alerts then go to the new team.\u003C/p\u003E\u003Ch2 id=\u0022connecting_slack\u0022\u003EConnecting Slack\u003C/h2\u003E\u003Cp\u003ESlack alerts use your project\u0027s Slack connection. Connect Slack in your project\u0027s \u003Cb\u003ESettings\u003C/b\u003E, then pick a channel for each team. Public channels work straight away. For a private channel, invite the HelpGuides app to it first.\u003C/p\u003E\u003Ch2 id=\u0022when_alerts_are_sent\u0022\u003EWhen alerts are sent\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003ESetting\u003C/th\u003E\u003Cth\u003EDefault\u003C/th\u003E\u003Cth\u003EWhat it does\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EAlert when a new chat starts\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EEvery new conversation, with the visitor\u0027s first message, even while the AI is answering\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAlert when a conversation needs a person\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EWhen the AI hands off, or the visitor asks for someone\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAlert when a visitor writes to the team\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003EWhen a visitor writes in a conversation waiting for, or assigned to, a person. At most once every 10 minutes per conversation.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EOnly when nobody is online in the inbox\u003C/td\u003E\u003Ctd\u003EOn\u003C/td\u003E\u003Ctd\u003ESkips the alert above while a teammate is Available in the inbox\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EEach Slack alert shows who the visitor is, what happened, their latest message and the page they\u0027re on, with an \u003Cb\u003EOpen in inbox\u003C/b\u003E button.\u003C/p\u003E\u003Ch2 id=\u0022emailing_visitors\u0022\u003EEmailing visitors\u003C/h2\u003E\u003Cp\u003EWhen a teammate replies and the visitor hasn\u0027t seen it after a few minutes (3 by default), the reply is emailed to them, if they gave an email. The email includes a link that reopens the chat on the page they were on. Set the wait time and a default reply-to address in the same section. Replies to these emails go to your reply-to address. They don\u0027t come back into the chat.\u003C/p\u003E\u003Cp\u003ESee also \u003Ca href=\u0022/article/chat-support-hours\u0022\u003EChat Support Hours\u003C/a\u003E and \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Set up team notifications for chats with Slack alerts and email to ensure timely responses, routing conversations based on pages, AI, or proactive messages.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:45:21.55","date_updated":"2026-09-26T16:45:22.283","date_created":"2026-09-26T16:29:51.733"}}}