Choose your threshold
- Open Settings and turn on email about unanswered messages.
- Set how long a message may stay unanswered first — anything from one minute to twenty-four hours.
- Save. The threshold is personal, so each teammate can choose a different one.
How the reminder decides to send
The timer starts when a customer writes. When it expires, Lavenity looks at the conversation again and sends the email only if it is still open, the customer’s message is still unread, and nobody — a teammate or the AI agent — has answered in the meantime. Reading or answering the thread cancels the pending email, and reassigning it moves the reminder to the new owner.
Note: Because the check happens at the end of the delay rather than at the start, a longer threshold does not mean slower alerts for real problems — it means fewer emails about conversations somebody already handled.
Pick a number that matches your promise
Start from the response time you promise customers and set the threshold below it, so the reminder still leaves time to recover. A team that answers within minutes during working hours can use a short threshold with browser notifications as the first line; an asynchronous team is usually better served by a longer one that does not fill the inbox.