New Message Alerts

Boei can email you when a conversation needs a person to step in or someone submits a widget form. This article explains when those alerts are sent, who receives them, and how to change or turn them off.

How to get there: Go to Setup → Business in the top menu → click your website → Inbox tab → New Message Alerts.

What triggers an alert

The alert email has the subject "... message needs your reply" and starts with "A conversation needs your attention". Boei sends it when:

  • A new message arrives on a channel that has no AI chatbot attached. Every new conversation on that channel triggers an alert, because there is nobody else to handle it.
  • The AI chatbot hands a conversation over to a human.
  • The AI chatbot could not generate a reply.

Widget forms also use this recipient setting when the form has no email, Slack, or webhook destination set. These emails have the subject "New message from {name}" or "New message received". WhatsApp forms do not send this fallback alert.

Disabled stops these automatic form alerts too. Form submissions still appear in your Boei inbox. Notifications set directly on the form and confirmation emails to customers keep their own settings.

Email that Boei recognises as spam or cold outreach does not trigger an alert. Those
conversations are moved to the Spam view in your inbox. See Spam Filtering
for what gets filtered and how to undo it.

Live-chat alerts for agents are a separate feature. See Use Boei as a Mobile App, Agents, and Telegram Alerts.

Choose who gets the alert

  1. Go to Setup → Business → click your website → Inbox tab → New Message Alerts
  2. Pick one option under Notify via:
    • Account owner - the default. Alerts go to the email address of the account owner.
    • A team member - choose one of your team members from the list. Add team members in the Team tab first.
    • A custom email address - for example a shared support mailbox.
    • Disabled - Boei sends no alert emails for this website.
  3. The change saves right away.

The setting is per website. If you manage several websites, set it on each one.

Getting an alert for every email?

If you forward your business email into Boei and have not attached an AI chatbot to the email channel, every forwarded email counts as a new conversation without AI. Boei then sends you an alert for each one, so the same email shows up twice in your mailbox.

You have two ways to stop that:

  • Turn the alerts off. Set Notify via to Disabled as described above. Your emails still arrive in the Boei inbox. This also stops automatic widget form alerts, unless the form has its own notification destination.
  • Attach an AI chatbot to the email channel. Go to Inbox tab → Channels → open the email channel → choose a chatbot. Boei then only alerts you when the chatbot hands a conversation over or cannot reply.
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