Managing Email Notifications

With Fluent Support, you can set up Email Notifications that will send automated emails to customers, admins, or support agents based on certain actions such as a new Ticket created, a Ticket replied to by an agent, a ticket closed by an agent, etc.

This article will help you through the steps required to learn the whole process.

Set & Customize Your Email Notifications

From the Fluent Support Dashboard , go to Business Inboxes , select your desired business inbox, and click on the Setting Icon.

Here are your Email Settings from where you can customize your email notification. To know the Detailed Functionalities of Email Settings , read this Documentation.

Choose the Notification Type from the list of email notifications that suits your needs.

A brief explanation of the Settings of the Above-Mentioned Email Notifications List:

• Ticket Created (To Customer): When a customer creates a new ticket, they will receive an email notification.
• Replied by Agent (To Customer) : When an agent replies to a ticket, the customer will receive an email notification.
• Ticket Closed by Agent (To Customer) : When an agent closes a ticket, the customer will receive an email notification.
• Ticket Created (To Admin): When a customer submits a new ticket, the admin will receive an email notification.
• Replied by Customer (To Agent/Admin) : When a customer replies to a ticket, the assigned Agent or Admin will receive the email as a notification.
• Ticket Agent Change (To Agent): When a ticket agent changes, the agent/s will receive an email notification.
• Ticket Created by Agent (To Customer): When an agent creates a ticket, the customer will receive an email notification. The email subject is the ticket title.

Agent Signature in Email Templates

An agent's signature is added to an email only where you place the {{agent.signature}} smartcode in the template, usually at the end of the Replied by Agent (To Customer) message. It is not appended automatically, so a reply shows exactly one sign-off.

WARNING

If you upgraded and your email template was saved in an earlier version, the signature stays missing until you add {{agent.signature}} to the template.

To set up an agent's signature text, see Adding Support Staff Agents.

Sender Name

Agent replies use the From Name chosen in the business inbox's Inbox Settings (inbox name, replying agent's name, or custom). Automatic emails always use the inbox name. See Web & Email-Based Settings in Business Inbox for details.