---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure email notifications for unread chat messages

# Configure email notifications for unread chat messages {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Send email summaries with all unread messages when the user isn't active during a chat conversation for a specified duration.

## Before you begin

Role required: sn_csm_ec.ec_admin

## About this task

You can send email summaries to an authenticated user or users who are verified by a live agent.

## Procedure

1. Navigate to AllEngagement MessengerModules.
2. On the Engagement Messenger Modules page, in the Edit module column, select Edit.
3. On the Configure Engagement Messenger Module page, select Features.
4. Enable the Chat feature by turning on the Chat in the Feature settings pane.
5. On the Chat form, in the Global chat settings, select Email notifications for unread messages.  
   The Missed activity emails page opens in a new tab.
6. Enable the sending of chat email notification by turning on the Missed activity email option.
7. In the Offline threshold drop-down list, set the time duration that the user is inactive before sending the email notification.
   * 15 minutes (default)
   * 2 hours
   * 8 hours
   * Custom
   {#setup-email-notification-unread-message__choices_uwx_5nn_dyb}
8. Select Save.

## Result

Automatically sends email notifications of missed chat messages at the specified time interval.

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