Configure email notifications for unread chat messages

---
title: Configure email notifications for unread chat messages
description: Send email summaries with all unread messages when the user isn’t active during a chat conversation for a specified duration.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/customer-self-service-and-omnichannel-engagement/setup-email-notification-unread-message.html
release: brazil
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Engagement Messenger, Set up Engagement Messenger, Set up self-service, Configure, Customer Service Management]
---

# Configure email notifications for unread chat messages

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 **All** > **Engagement Messenger** > **Modules**.

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
8.  Select **Save**.


## Result

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