Notification emails are sent according to a timing policy that is explained in: How do email notifications work?.
In some cases, you may not receive any email from Crisp; thus, you wonder why. There is surely a reason for that. Here is a checklist to help you fix this:
1. Are emails getting in the spam folder?
Whatever email provider you are using, they almost all have agressive spam filters. Given how spam filters work and the amount of notifications you receive, at some points emails from Crisp may be marked as spam.
Check your spam folder, and mark Crisp emails as "Not spam". They'll be moved back to your inbox, and further emails coming in the future should be delivered right to your inbox, as expected.
Remember: it's important to mark Crisp emails as "Not spam", to train your spam filter. If you don't do that, further email may still get delivered to the spambox.
2. Are email notifications enabled?
You may have disabled email notifications. You can check it:
Go to: https://app.crisp.chat/
Go to the settings (click on the settings icon)
Click on "Notifications"
Check that: "Disable all notifications" is off, and "Email me unread messages" is on
3. Has one operator read the message?
Crisp doesn't send email notifications for a pending message if that message has been seen (read) by at least 1 operator. If your team is made of multiple operators, ensure nobody reads the message to test if email notifications get delivered.
Email notifications are delivered after a certain delay, as explained in: How do email notifications work?.
4. Nothing above fixed my issue!
If you cannot figure out why emails are not getting delivered to your inbox, please contact us directly. The issue may be due to network issues between us and your email provider, and we will need to take action on our side.
Published on: 03 / 11 / 2017