Notifications and Emails
MonoChat keeps you informed in two ways: emails about your account and your workspace, and in-app notifications about what happens in conversations. This page lists both and shows what you can turn off.
Account emails
These are sent to you personally and cannot be turned off, because they protect your account.
| When it is sent | |
|---|---|
| Verify your email | Right after you sign up with an email address and password. Click Verify Email to activate the account. |
| Welcome to MonoChat | Once your email is verified. It suggests the first things to do: connect a channel, invite your team, customize your workspace. |
| Reset your password | When you use Forgot password. The link is valid for 24 hours. |
| Your password has been updated | After you reset your password, or change it from your profile. If you did not make the change, secure your account right away. |
| Login code | When you sign in with email-based two-factor authentication (2FA). The email states how long the code is valid. |
| Verification code | When MonoChat asks you to confirm a request with a code, for example while adding a 2FA method or during the forgot-password steps. |
| Two-factor disable code | When you turn off two-factor authentication. |
| Invitation | When someone invites you to their workspace. The invitation expires after 48 hours. |
Workspace and billing emails
These go to everyone in the workspace who can see the Billing balance, and cannot be turned off. They are written in the workspace's default language.
| When it is sent | |
|---|---|
| Approaching your message limit | The workspace has used 80% of the messages in its plan for the current billing period. Sent at most once per period. |
| You've reached your message limit | The workspace has used 100% of its messages. Sending messages is paused until you upgrade the plan or buy a message package. Sent once per period. |
| Upcoming payment reminder | A plan renewal is coming up and the balance does not cover it. The email states the amount to add. |
| Negative balance alert | The balance has gone below zero. |
| Service restricted | Access has been restricted because the balance is insufficient. The email states the minimum amount needed; full access returns automatically once it is added. |
| Payment receipt | A payment has been received and added to the balance. |
| Organization archived | The workspace has been archived, for example after staying below its overdraft limit. Its channels are disconnected and no further charges are made. Contact support if you want it restored. See Billing overview. |
Other workspace emails include agreement update notices, the ready link for a CRM export (valid for 24 hours), and results of long-running jobs you started, such as bulk messages or imports.
Weekly activity summary
Every Monday at 09:00, in the workspace's own timezone, MonoChat sends a summary of the previous week to the people in the workspace who can read conversations:
- new conversations,
- conversations that came back,
- messages received,
- messages sent.
If the workspace had no conversations that week, you get a short email instead suggesting you connect a channel.
To stop the weekly summary, click Turn off weekly summaries at the bottom of the email, or switch off Email for Weekly Summary Email in your notification settings (below). Each person decides for themselves.
Notification settings
Open the account button at the bottom of the navigation bar and go to Notification Settings. Each event has four switches:
| Switch | What it does |
|---|---|
| Notification | Shows an in-app notification. |
| Silent Message | Posts a quiet note instead of an alert. |
| Sends an email. | |
| Message | Sends a message. Available only for some events. |
Events you can configure include:
- Message notification settings (new messages)
- When the channel is disconnected
- When agent status changes
- Session Assigned, Session Bulk Assigned, Session Bulk Assigned to Workgroup
- Session Bulk Archive State Changed, When Session Ends
- When Users are Added in Bulk, When Products are Added in Bulk, When User's Profile Fields are Updated
- When a Bulk Message is Sent
- New Ticket Comment, Ticket Updated, Ticket Assigned
- Weekly Summary Email
Changes are saved as soon as you flip a switch. Settings are personal: they only affect what you receive.
See also Profile Settings.
Email language
Emails are translated into all 22 interface languages. Personal emails use the language on record for your user (or the workspace default when there is none); workspace and billing emails, including the weekly summary, use the workspace's default language. See Interface Languages.
Not getting MonoChat emails? Check your spam folder, and make sure your email address is verified: most notification emails are only sent to verified addresses.