Get notified about new messages

When a customer writes in and nobody's watching the inbox, OngoingAI lets you know by email and with a browser notification, so nobody waits for someone to happen to look.

#What you'll hear about

• A customer writes in an unassigned conversation. Everyone on the team who wants these gets an email, but only when nobody is in the inbox and nobody has read it yet.
• A customer writes in a conversation assigned to you. You get an email when you're not in the inbox and haven't read it.
• Someone assigns you a conversation. Not when you assign one to yourself.

Emails wait two minutes first, in case someone's about to look. You get at most one per conversation every five minutes: anything that arrives in between comes in the next one. "In the inbox" means the same as online: OngoingAI open in a tab and used in the last 10 minutes.

#Choose what you get

Open Settings → Notifications. Each kind of notification has an Email and a Browser switch, and they're just for you. Everything starts on.

#Browser notifications

In Settings → Notifications, click Turn on, allow notifications when your browser asks, then Send a test. From then on you get a notification on your computer when a customer writes and the inbox isn't in front of you. Click it to open the conversation. Each browser asks once, so do this on every computer you use.

#Reply from your email

Reply to a notification email to answer the customer without opening the inbox. Your reply is posted to the conversation as you, and the customer gets it like any other reply.

So nobody else can answer as you, a reply is only posted when it comes from the address you sign in with and your email provider has signed it (DKIM). Gmail, Google Workspace and Microsoft 365 do this. If a reply can't be confirmed, it bounces back to you with a note and nothing is posted: answer from the inbox instead.

#Good to know

• Emails go to the address you sign in to OngoingAI with.
• Spam conversations never notify anyone.
• If a customer writes again before you've read it, the next email shows just what's new.