Enabling escalation email notifications
To receive email alerts when Besty escalates a guest message to your team:
Go to your Besty account settings.
Ensure email notifications are enabled for each team member who should receive alerts.
If team members have checked spam and still aren't receiving escalation emails, confirm that the notification setting hasn't been disabled on their individual account profiles.
Each user controls their own notification preferences. Admins turning off notifications for their account does not affect other team members' settings.
Understanding the Instant Messaging setting
The Instant Messaging setting controls how quickly guest messages appear in your Besty inbox and when you receive notifications.
Instant Messaging ON (default): Guest messages appear in your inbox immediately, without waiting for AI processing. You will receive a notification for every new incoming guest message — including ones Besty will respond to on autopilot. This can result in a high volume of notifications.
Instant Messaging OFF: Messages are held until Besty has processed and responded (or decided to escalate). You will only be notified when Besty cannot handle the message and needs your attention. The tradeoff is a slight delay in message sync speed.
Which setting should I use?
If your team is receiving too many notifications for messages that Besty is already handling, turn Instant Messaging off. This ensures you only get notified for messages that actually need your attention.
To change this setting: go to Settings → Account in your Besty dashboard.
Team members not receiving draft-mode notifications
If your team isn't getting notified when Besty places a message in draft mode, check whether Instant Messaging is enabled. With Instant Messaging on, notifications fire on message receipt — not on draft creation — so draft notifications may not be sent.