Notify Multiple Agents on Live Chat Escalation

Previously, when a customer requested human support, the escalation email could only go to a single address. Teams that wanted more than one person alerted had no way to do it — and if that one inbox missed the message, the handoff was missed.

What's New

• Multiple notification emails. Live chat escalations now send to every address in your notification list (up to 5), so your whole support team gets alerted at once. Add or remove recipients anytime under Settings > Live Chat.
• Quick-add from your workspace. Instead of typing every address, pick from your workspace members with one click — their emails are offered as suggestions to drop straight into the list.
• Same emailed-link access. Anyone on the notification list can open the escalation link from their email and jump into the conversation, just like before.

Why It Matters

Support is a team effort. Notifying several agents means faster pickup, fewer missed handoffs, and no single point of failure when a customer is waiting to talk to a human.

No migration needed — your existing notification email is carried over automatically as the first entry in the new list.