No email notifications
What to check when you're not receiving escalation emails or the weekly summary.
Fibly sends two types of automatic emails: escalation summaries (when the bot hands a conversation over to your team) and weekly summaries (a weekly metrics report). If you're not receiving one or the other, work through the list below.
Escalation notifications
1. Check that the email address is verified
Escalation emails go to the address set in an email integration. Open Settings → Integrations and find it in the Escalation section. The integration must have the status Active, otherwise Fibly won't send notifications to it.
If you see the status Needs verification, click Resend, check your inbox, and click the link in the email you receive. If there's no email integration at all, add one with Add integration; at least one is required.
2. Check the human support settings
In Bot configuration, Human support, check whether Enable agent support is on:
- Agent support enabled: the email is sent only after the wait time elapses (15 minutes by default), if no one on the team takes over the conversation in the dashboard.
- Agent support disabled: the email is sent immediately, when the bot decides it can't help.
For tickets from the email channel, each mailbox also has its own Send escalation email to the tenant when AI signals a need for human support option, in the mailbox configuration's Escalation section. If it's off, escalated tickets from that mailbox don't trigger an email.
If the wait time is set to 60 minutes and your team takes over conversations faster, the email naturally won't be sent (and that's by design).
3. Check the Spam folder
The first emails from Fibly may end up in your Spam or
Promotions folder. Mark them as "Not spam" and add the
no-reply@fibly.io address to your list of trusted senders.
4. Check your mail server filters
If you use a corporate mailbox, your IT department may have a filter
blocking external transactional emails. Ask them to add the fibly.io
domain to the allowlist.
5. Verify that escalations actually happened
On the dashboard, the Waiting for a human tile shows how many conversations needed a person in the selected time range. You can also open a conversation in Conversations and look for the Customer asked to speak with a human or AI couldn't answer — escalated to a human system notes. If no conversation was escalated, the email simply had no reason to be sent.
Weekly summaries
1. Check your subscription
In the dashboard, open Settings → Notifications and make sure the Weekly digest option is enabled for your account. Each team member manages this setting separately.
2. Check the send day
Weekly summaries are sent on Monday mornings. If you're checking on Saturday, the next summary will arrive on Monday.
3. Check that the account is active
The summary is sent only to active team members. If your account was recently revoked, re-invited, or is being verified, the summary may be skipped until the status stabilizes.
When to write to us
If the above didn't help, write to us at kontakt@fibly.pl with the following details:
- which type of email is missing (escalation or weekly summary),
- the email address the notification should reach,
- the approximate date of the last expected email,
- if it's an escalation, a link to the specific conversation in the dashboard.
We'll check the mail system logs and pinpoint where the email stopped.