When an inbound message is sent by a contact which does not receive a reply, a notification is sent automatically by email to an agent(s).
The email notification is sent at 0800, 1100, 1400 and 1700, Monday - Saturday, if a new message is received from a contact in the previous period, and the message did not get a reply.
In the case of assigned conversations, the notification will be sent to the assignee agent. In the case of unassigned conversations, the notification will be sent to all agents is a group. Notifications are not sent to admins.
The email will include the date and time of the message, the sender, and the message contents.
When a number of messages have been sent by a contact, only details of the latest message will be included in the notification email.