No email notifications

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

In the dashboard, in Widget settings, find the section for the notification email address. The address must have the status Verified, otherwise Fibly won't send notifications.

If you see the status Needs authorization, click Send verification link, check your inbox, and click the link in the email you receive.

2. Check the human support settings

In Bot configuration, Human support, check which mode you're operating in:

• 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.
• Support disabled: the email is sent immediately, when the bot decides it can't help.

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 @fibly.pl domain 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.pl domain to the allowlist.

5. Verify that escalations actually happened

In the Conversations tab, with the Needs support filter, check whether there were any conversations waiting for an agent during the selected period. If no conversation entered the escalation state, 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 summary 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.