# Agents and Admins

Both agents and users can receive email notifications when a new message is received. Here's how the notification system works:

When a user sends their first message, the email notification behavior depends on the assignment:

Department Assignment: If the conversation is assigned to a department, an email is sent only to the agents assigned to that department.
Specific Agent Assignment: If the conversation is assigned to a specific agent, an email is sent only to that agent.
No Assignment: If no specific department or agent is assigned, the email is sent to all agents who are not online at the moment.

Subsequent Emails:

Emails are sent only to the last agent in the conversation.
Email notifications are sent only if the last agent in the conversation is offline.

To prevent admins from receiving email notifications, navigate to:
Settings > Notifications > Do not send email notifications to admins.

When an agent sends a message to a user, an email is sent to the user only if the user is offline.
Only 1 email is sent for a new message. Subsequent messages will not trigger new email alerts.

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