[{"data":1,"prerenderedAt":563},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications":3,"pomoc-pages:help_en":240},{"id":4,"title":5,"alt":6,"body":7,"description":230,"extension":231,"key":232,"meta":233,"navigation":234,"order":235,"path":236,"seo":237,"stem":238,"__hash__":239},"help_en\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications.md","No email notifications","\u002Fpomoc\u002Frozwiazywanie-problemow\u002Fbrak-powiadomien-mailowych",{"type":8,"value":9,"toc":212},"minimark",[10,23,28,33,44,55,59,68,92,95,99,115,119,126,130,142,146,150,161,165,172,176,183,187,195,209],[11,12,13,14,18,19,22],"p",{},"Fibly sends two types of automatic emails: ",[15,16,17],"strong",{},"escalation summaries","\n(when the bot hands a conversation over to your team) and ",[15,20,21],{},"weekly\nsummaries"," (a weekly metrics report). If you're not receiving one or\nthe other, work through the list below.",[24,25,27],"h2",{"id":26},"escalation-notifications","Escalation notifications",[29,30,32],"h3",{"id":31},"_1-check-that-the-email-address-is-verified","1. Check that the email address is verified",[11,34,35,36,39,40,43],{},"In the dashboard, in ",[15,37,38],{},"Widget settings",", find the section for the\nnotification email address. The address must have the status\n",[15,41,42],{},"Verified",", otherwise Fibly won't send notifications.",[11,45,46,47,50,51,54],{},"If you see the status ",[15,48,49],{},"Needs authorization",", click ",[15,52,53],{},"Send\nverification link",", check your inbox, and click the link in the email\nyou receive.",[29,56,58],{"id":57},"_2-check-the-human-support-settings","2. Check the human support settings",[11,60,61,62,67],{},"In ",[63,64,66],"a",{"href":65},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Bot configuration, Human support",",\ncheck which mode you're operating in:",[69,70,71,82],"ul",{},[72,73,74,77,78,81],"li",{},[15,75,76],{},"Support enabled",": the email is sent only ",[15,79,80],{},"after the wait time\nelapses"," (15 minutes by default), if no one on the team takes over\nthe conversation in the dashboard.",[72,83,84,87,88,91],{},[15,85,86],{},"Support disabled",": the email is sent ",[15,89,90],{},"immediately",", when the bot\ndecides it can't help.",[11,93,94],{},"If the wait time is set to 60 minutes and your team takes over\nconversations faster, the email naturally won't be sent (and that's by\ndesign).",[29,96,98],{"id":97},"_3-check-the-spam-folder","3. Check the Spam folder",[11,100,101,102,105,106,109,110,114],{},"The first emails from Fibly may end up in your ",[15,103,104],{},"Spam"," or\n",[15,107,108],{},"Promotions"," folder. Mark them as \"Not spam\" and add the\n",[111,112,113],"code",{},"@fibly.pl"," domain to your list of trusted senders.",[29,116,118],{"id":117},"_4-check-your-mail-server-filters","4. Check your mail server filters",[11,120,121,122,125],{},"If you use a corporate mailbox, your IT department may have a filter\nblocking external transactional emails. Ask them to add the ",[111,123,124],{},"fibly.pl","\ndomain to the allowlist.",[29,127,129],{"id":128},"_5-verify-that-escalations-actually-happened","5. Verify that escalations actually happened",[11,131,132,133,137,138,141],{},"In the ",[63,134,136],{"href":135},"\u002Fhelp\u002Fconversations","Conversations"," tab, with the ",[15,139,140],{},"Needs\nsupport"," filter, check whether there were any conversations waiting\nfor an agent during the selected period. If no conversation entered the\nescalation state, the email simply had no reason to be sent.",[24,143,145],{"id":144},"weekly-summaries","Weekly summaries",[29,147,149],{"id":148},"_1-check-your-subscription","1. Check your subscription",[11,151,152,153,156,157,160],{},"In the dashboard, open ",[15,154,155],{},"Settings, Notifications"," and make sure the\n",[15,158,159],{},"Weekly summary"," option is enabled for your account. Each team member\nmanages this setting separately.",[29,162,164],{"id":163},"_2-check-the-send-day","2. Check the send day",[11,166,167,168,171],{},"Weekly summaries are sent ",[15,169,170],{},"on Monday mornings",". If you're checking on\nSaturday, the next summary will arrive on Monday.",[29,173,175],{"id":174},"_3-check-that-the-account-is-active","3. Check that the account is active",[11,177,178,179,182],{},"The summary is sent only to ",[15,180,181],{},"active"," team members. If your account\nwas recently revoked, re-invited, or is being verified, the summary may\nbe skipped until the status stabilizes.",[24,184,186],{"id":185},"when-to-write-to-us","When to write to us",[11,188,189,190,194],{},"If the above didn't help, write to us at\n",[63,191,193],{"href":192},"mailto:kontakt@fibly.pl","kontakt@fibly.pl"," with the following details:",[69,196,197,200,203,206],{},[72,198,199],{},"which type of email is missing (escalation or weekly summary),",[72,201,202],{},"the email address the notification should reach,",[72,204,205],{},"the approximate date of the last expected email,",[72,207,208],{},"if it's an escalation, a link to the specific conversation in the\ndashboard.",[11,210,211],{},"We'll check the mail system logs and pinpoint where the email stopped.",{"title":213,"searchDepth":214,"depth":214,"links":215},"",2,[216,224,229],{"id":26,"depth":214,"text":27,"children":217},[218,220,221,222,223],{"id":31,"depth":219,"text":32},3,{"id":57,"depth":219,"text":58},{"id":97,"depth":219,"text":98},{"id":117,"depth":219,"text":118},{"id":128,"depth":219,"text":129},{"id":144,"depth":214,"text":145,"children":225},[226,227,228],{"id":148,"depth":219,"text":149},{"id":163,"depth":219,"text":164},{"id":174,"depth":219,"text":175},{"id":185,"depth":214,"text":186},"What to check when you're not receiving escalation emails or the weekly summary.","md","troubleshooting\u002Fno-email-notifications",{},true,4,"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications",{"title":5,"description":230},"help\u002Ftroubleshooting\u002Fno-email-notifications","FBVj8xDqckVYmM0kcRLEFpQa6zzpu7HLMbHYEANB9aE",[241,246,249,255,261,266,271,276,281,286,291,296,301,306,311,316,321,326,331,336,341,346,351,356,361,366,371,375,380,385,390,395,400,405,410,415,420,425,430,435,436,441,447,452,457,462,468,473,478,482,488,493,499,505,511,517,521,527,533,539,545,551,557],{"path":242,"title":243,"description":244,"order":245,"key":245},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":247,"title":248,"description":244,"order":245,"key":245},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":250,"title":251,"description":252,"order":253,"key":254},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":256,"title":257,"description":258,"order":259,"key":260},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand","How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.",1,"bot-configuration\u002Fbrand",{"path":262,"title":263,"description":264,"order":259,"key":265},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":267,"title":268,"description":269,"order":259,"key":270},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":272,"title":273,"description":274,"order":259,"key":275},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":277,"title":278,"description":279,"order":259,"key":280},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":282,"title":283,"description":284,"order":259,"key":285},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":287,"title":288,"description":289,"order":259,"key":290},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":292,"title":293,"description":294,"order":259,"key":295},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Taking over a conversation","How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":297,"title":298,"description":299,"order":259,"key":300},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":302,"title":303,"description":304,"order":259,"key":305},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":307,"title":308,"description":309,"order":259,"key":310},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":312,"title":313,"description":314,"order":214,"key":315},"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","Bot gives wrong answers","What to do when the bot answers inaccurately, mixes up facts, or makes things up.","troubleshooting\u002Fbot-gives-wrong-answers",{"path":317,"title":318,"description":319,"order":214,"key":320},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":322,"title":323,"description":324,"order":214,"key":325},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":327,"title":328,"description":329,"order":214,"key":330},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":332,"title":333,"description":334,"order":214,"key":335},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation","How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":337,"title":338,"description":339,"order":214,"key":340},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":342,"title":343,"description":344,"order":214,"key":345},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":347,"title":348,"description":349,"order":214,"key":350},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":352,"title":353,"description":354,"order":214,"key":355},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":357,"title":358,"description":359,"order":214,"key":360},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":362,"title":363,"description":364,"order":214,"key":365},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":367,"title":368,"description":369,"order":219,"key":370},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.","conversations\u002Fclosing-a-conversation",{"path":65,"title":372,"description":373,"order":219,"key":374},"Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":376,"title":377,"description":378,"order":219,"key":379},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":381,"title":382,"description":383,"order":219,"key":384},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":386,"title":387,"description":388,"order":219,"key":389},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":391,"title":392,"description":393,"order":219,"key":394},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":396,"title":397,"description":398,"order":219,"key":399},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":401,"title":402,"description":403,"order":219,"key":404},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":406,"title":407,"description":408,"order":235,"key":409},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents","How to generate a draft reply based on your knowledge base while handling a conversation.","conversations\u002Fai-assist",{"path":411,"title":412,"description":413,"order":235,"key":414},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":416,"title":417,"description":418,"order":235,"key":419},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":421,"title":422,"description":423,"order":235,"key":424},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":426,"title":427,"description":428,"order":235,"key":429},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":431,"title":432,"description":433,"order":235,"key":434},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":236,"title":5,"description":230,"order":235,"key":232},{"path":437,"title":438,"description":439,"order":235,"key":440},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":442,"title":443,"description":444,"order":445,"key":446},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":448,"title":449,"description":450,"order":445,"key":451},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":453,"title":454,"description":455,"order":445,"key":456},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":458,"title":459,"description":460,"order":445,"key":461},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":463,"title":464,"description":465,"order":466,"key":467},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":469,"title":470,"description":471,"order":466,"key":472},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":474,"title":475,"description":476,"order":466,"key":477},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":479,"title":159,"description":480,"order":466,"key":481},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":483,"title":484,"description":485,"order":486,"key":487},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":489,"title":490,"description":491,"order":486,"key":492},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":494,"title":495,"description":496,"order":497,"key":498},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":500,"title":501,"description":502,"order":503,"key":504},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":506,"title":507,"description":508,"order":509,"key":510},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":512,"title":513,"description":514,"order":515,"key":516},"\u002Fhelp\u002Fknowledge-base","Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":135,"title":136,"description":518,"order":519,"key":520},"How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":522,"title":523,"description":524,"order":525,"key":526},"\u002Fhelp\u002Fbot-configuration","Bot configuration","How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":528,"title":529,"description":530,"order":531,"key":532},"\u002Fhelp\u002Flive-support","Live support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":534,"title":535,"description":536,"order":537,"key":538},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":540,"title":541,"description":542,"order":543,"key":544},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":546,"title":547,"description":548,"order":549,"key":550},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":552,"title":553,"description":554,"order":555,"key":556},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":558,"title":559,"description":560,"order":561,"key":562},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382442871]