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Email Notifications & Template Designer

Overview​

While WhatsApp serves as the primary real-time communication channel with customers, email notifications provide essential asynchronous alerting for team members, managers, and system administrators. Automated email alerts ensure that high-priority inquiries, SLA breaches, and low-balance warnings are noticed promptly even when staff members are away from their dashboards.

The Email Notifications Module (/dashboard/settings/email_settings) provides an integrated visual email designer (powered by GrapesJS), allowing administrators to configure triggers, customize subject lines, design branded responsive HTML layouts, and test deliverability.

Accessing Email Notification Settings​

  1. In the left navigation menu under Settings, select Email Notifications (/dashboard/settings/email_settings).
  2. The page displays the catalog of system email triggers, template status toggles, and the visual design canvas.

1. Supported Notification Triggers​

Wabixo provides pre-configured email triggers across key operational events:

Notification TriggerRecipientWhen Fired
New Chat AssignedAssigned AgentFired when a customer chat is assigned to an agent via Auto-Assignment or manual transfer.
SLA Inactivity WarningTeam ManagerFired when an active chat remains unanswered by an agent for longer than the SLA threshold.
Daily Conversation DigestWorkspace AdminDaily summary of total customer chats, response times, resolved inquiries, and sentiment.
Low Wallet Balance AlertBilling AdminFired when prepaid WABA conversation credits fall below the configured safety threshold (e.g. ₹500).
Holiday / Closed Hour LeadBranch ManagerFired when a customer reaches out while the office is closed so staff can follow up next morning.

2. Visual Email Template Builder (GrapesJS)​

Wabixo includes an enterprise-grade visual email builder that eliminates the need to code HTML:

┌────────────────────────────────────────────────────────┐
│ Visual Email Designer                                  │
├────────────────────────────────────────────────────────┤
│ [ Blocks ] [ Typography ] [ Media ] [ Layout Columns ] │
│                                                        │
│ ┌────────────────────────────────────────────────────┐ │
│ │  [Brand Logo Header]                               │ │
│ │                                                    │ │
│ │  New Chat Assignment Alert                         │ │
│ │  Hello {{agent_name}},                             │ │
│ │  A new VIP inquiry has been assigned to you:       │ │
│ │                                                    │ │
│ │  • Customer: {{customer_name}} ({{customer_phone}})│ │
│ │  • Inquiry: "{{first_message_preview}}"            │ │
│ │                                                    │ │
│ │  ┌──────────────────────────────┐                  │ │
│ │  │  🚀 Open Conversation in App │                  │ │
│ │  └──────────────────────────────┘                  │ │
│ └────────────────────────────────────────────────────┘ │
└────────────────────────────────────────────────────────┘

Customization Capabilities​

  • Drag-and-Drop Blocks: Insert headers, text blocks, call-to-action buttons, divider lines, and social links.
  • Brand Styling: Adjust background colors, font families, margins, button border radii, and logo imagery.
  • Dynamic Placeholders: Embed dynamic tags that populate automatically during dispatch:
    • {{agent_name}}: Name of the assigned staff member.
    • {{customer_name}}: Contact name or formatted mobile number.
    • {{chat_url}}: Direct deep-link URL to open the specific conversation in the Wabixo Team Inbox.
    • {{timestamp}}: Date and time of the event.

3. Testing and Deliverability​

Before activating an email template across your workspace:

  1. Click Send Test Email in the top action toolbar.
  2. Enter your email address and click Send.
  3. Inspect the test message in your inbox (both desktop and mobile) to verify that formatting, button links, and logos render cleanly.
  4. Once verified, toggle the Enable Notification switch to ON and click Save Changes.

Best Practices for Email Alerts​

  1. Avoid Notification Fatigue: Only enable email alerts for high-priority events (such as SLA breaches or VIP lead assignments) so agents don't ignore notifications.
  2. Always Include Deep-Links: Ensure your email templates include a prominent Open Chat button linking directly to the conversation ({{chat_url}}) for immediate agent action.
  3. Keep Mobile in Mind: Over 60% of agent notification emails are opened on mobile devices; use single-column layouts for maximum readability.