Mail alerts for unanswered chats

Desktop notifications cover the case where an agent has the inbox open. Mail alerts cover the case where nobody does.

How it works

Every minute, Nura24 scans your open conversations. If:

1. The latest message is from a visitor (i.e. an agent hasn't replied yet),
2. That message was sent more than N minutes ago (you choose N, default 5),
3. No alert has been sent since that message landed,

…then Nura24 emails the address you configured. One email per stuck conversation, then the system goes quiet again on that conversation until a new visitor message arrives.

Configure it

Chat → Settings → Mail alerts to:

• Mail alerts to — the address that receives the alerts. Often a shared support@ or oncall@ mailbox. Leave blank to disable alerts entirely.
• Delay (minutes) — the threshold. 5 minutes is a sensible default for live chat; raise to 15-30 minutes if you have asynchronous expectations.

What the email contains

• The visitor's name (or email, or "Anonymous visitor").
• How many minutes they've been waiting.
• A preview of their last message (first 280 characters).
• A button to open the conversation directly in the inbox.

Re-alerting

Once the system sends an alert for a stuck conversation, it won't email again for that same waiting period. If an agent replies, then the visitor sends another message that goes unanswered, that's a new waiting period — the alert can fire again.

Why "one minute" cadence

The scheduler checks every minute, but the delay threshold is your tunable. So if you set a 5-minute delay and a visitor sends at 14:00:00:

• 14:00 — visitor message lands.
• 14:01, 14:02, 14:03, 14:04 — scheduler runs, finds the message but skips it (under threshold).
• 14:05 — scheduler runs, message is now 5 minutes old, alert fires.

You won't get a 4½-minute alert; you'll get a 5-minute alert with up to a one-minute jitter on top.