Email notifications and digests
Choose immediate emails or a daily or weekly digest, and learn which alerts arrive sooner.
Helpin can email you about notifications so you don't miss anything important when you're away from the app. By default, routine updates are grouped into a daily digest, while urgent items such as direct mentions can arrive sooner.
Emails go to the email address on your Helpin account.
Choose how often you get emails
Go to Settings > Notifications.
On the Account tab, make sure Email notifications is on.
Choose an Email frequency.
For a digest, set the Delivery time, and for a weekly digest the Delivery day.
Email frequency | What you receive |
|---|---|
Immediately | An email for each notification as it happens, within the limits below |
Daily digest (recommended) | One email a day that groups your routine updates, sent at your delivery time |
Weekly digest | One email a week, sent on your delivery day at your delivery time |
Direct alerts only | No routine emails. You still get emails for the direct alerts listed below |
Digests use the timezone saved in your profile. The default delivery time is 09:00.
Alerts that arrive sooner
Some notifications are too important to wait for a digest. Unless you've turned their email switch off, these are emailed right away with any email frequency:
Mentions, when someone mentions you in comments, docs, descriptions or checklists
Teammate mentions in support internal notes
Agent attention, when an agent run is waiting for your input or approval
Customer replies work a little differently. If a customer replies on a conversation assigned to you, Helpin waits 3 minutes. If the conversation is still unread and unanswered, you get an email.
Limits on individual emails
To keep your inbox manageable, Helpin sends at most:
five individual notification emails per hour, and
one email per item every 15 minutes.
Alerts beyond these limits aren't lost. They're added to a daily digest, or to your weekly digest if that's your frequency.
Turn off specific email notifications
To stop emails for one type of notification but keep it in the app:
Go to Settings > Notifications and open the Workspace tab.
Find the notification type, such as Status changes.
Turn off its Email switch.
If you turn a type off before your digest is sent, those updates are left out of the digest.
To stop all notification emails, turn off Email notifications on the Account tab. Pause all notifications and Mute this workspace also stop emails.
Troubleshooting
You get no notification emails at all. Check that Email notifications is on and that notifications aren't paused. Also check your spam folder.
You're on a self-hosted Helpin server. Notification emails are sent only when your server administrator has set up email. You still get notifications in the app.
You expected an immediate email but got a digest. You may have reached the hourly or per-item limit.
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