Email alerts for unclaimed handoffs
When a visitor asks to talk to a person, everyone with AskVault open gets an alert straight away. If nobody on your team is online, AskVault sends an email instead.
When the email is sent
All of these must be true:
- The handoff has waited 5 minutes without anyone claiming it.
- Nobody on your team is online in AskVault (status Available with AskVault open).
- Your workspace is open, if you have set business hours for your Help Desk. Outside your hours AskVault stays quiet. If the visitor is still waiting when you open, the email goes out then.
If a teammate claims the conversation inside those 5 minutes, no email is sent.
Who gets it
The workspace owner and every active teammate who works conversations. Teammates with view-only access are not emailed. Each person can turn these emails off under Notifications in the Help Desk account menu.
How often
Once per handoff. If the same visitor asks for a person again later, that is a new handoff and can send a new email. Handoffs older than 24 hours are never emailed.
The email shows the visitor's name, how long they have waited, and a button that opens the conversation in the Help Desk. It doesn't include what the visitor wrote.
Related guides
- Agent availability, for who counts as online.
- Alerts for handoffs and replies, for in-app alerts.
- Claiming conversations, to take a waiting handoff.