Arbyn can email you about a lot of things. Most of it, you actually want to know about immediately; some of it is closer to a nice-to-have digest. This page splits the two apart, so the urgent ones are never something you have to opt into, and the rest stay entirely your choice.
What it does
Every category of notification Arbyn can send is listed here, each independently switched to Off or Email, alongside your alert address, a threshold for one specific nudge, and four recurring scheduled emails (weekly digest, monthly recap, the getting-started series, and an optional daily report). You can preview exactly what any category's email looks like, or send yourself a real test of it, before deciding whether to turn it on.
Where to find it
Settings → Notifications.
Setup (step by step)
Open Settings → Notifications and set your Alert email, the address every notification below is actually sent to.
The Operational categories are shown first and are on by default: an escalation happening, a sudden spike in conversation volume, approvals piling up, agent actions piling up, a customer rating the agent poorly, your agent hitting its conversation cap, a closed case reopening, a teammate's handed-off conversation going stale, or real stock sitting at a location with no shipping, pickup, or local delivery coverage so it cannot actually reach checkout (at most one of these every two weeks, so it never turns into a daily nag). Turn any of these off individually if you'd rather not get that specific alert.
Set the Approval reminder threshold, the number of pending items that triggers the approvals-piling and actions-piling alerts.
Expand Engagement notifications for the optional ones: knowledge gaps found, a learned fact waiting for your approval, and the one-time nudge suggesting you go live once you've reviewed enough conversations. These default off, except the go-live nudge and a plan-change notice, which default on since missing either genuinely costs you.
Click Preview on any operational or engagement category to see exactly what that email looks like with sample data, or Send test to have Arbyn send a real one to your alert address right now.
Scroll to Scheduled summaries for the four recurring emails: Weekly digest (Sundays), Monthly recap (the 1st of the month), the Getting-started emails (a welcome note plus a check-in a week later, then they stop), and Daily report (off by default, since an unsolicited daily email is a churn risk, not a feature). Each is its own On/Off switch; there is no Preview or Send test on these four, only on/off.
Click Save.
How it works
Two groups, one meaningful difference. Operational notifications cover things that genuinely shouldn't go dark silently: an escalation waiting for a person, a customer who rated the agent badly, your agent hitting its plan's conversation cap and effectively stopping. These are on by default for every store. Engagement notifications are closer to suggestions, a knowledge gap worth filling, a learned fact worth approving, they're off by default because missing one costs you nothing beyond a delayed nudge, and Shopify's own privacy expectations treat this kind of engagement email as something you opt into rather than something that's assumed.
You choose on or off; Arbyn chooses when. Every category used to also ask you to pick how often it fires (realtime, daily, weekly), but that choice never actually mattered for urgent categories, an escalation is urgent by nature, and asking you to classify it yourself only risked getting it wrong. Now you decide whether a category is on at all, and the timing (immediate for urgent things, rolled into a digest for informational ones) is handled for you.
Preview versus Send test. Preview renders exactly what that category's email looks like using realistic sample data, so you can judge the wording and layout without anything actually being sent. Send test fires a real email to your alert address right now, useful for confirming delivery actually reaches your inbox and isn't caught by a spam filter. Send test is disabled if a category is currently off, or if you haven't set an alert email yet, since there'd be nowhere to send it.
The approval reminder threshold is shared by two related but separate categories: one counts unsent reply drafts piling up, the other counts pending actions (a refund or address change waiting in your Approvals queue). Both use the same "how many is too many" number, since it's the same underlying question, just applied to two different queues.
Scheduled summaries are four separate, independent toggles, not a group setting: weekly digest, monthly recap, the getting-started series, and the daily report. Each fires on its own fixed schedule (all times UTC, not your shop's local time): weekly on Sundays at 18:00, monthly on the 1st at 09:00, and the daily report at 07:15 if you've turned it on. Turning one off does not affect the other three.
Unsubscribing from your mail client. These four (and only these four) also carry a native Unsubscribe button in your mail app, separate from the toggles here. Because the mail provider reports "this address unsubscribed" rather than which specific email you were reading, clicking it switches off all four together, never your alerts. Switching any of the four back on here clears the unsubscribe automatically, no separate step needed.
Milestone emails, the ones that arrive once
A few notifications are not recurring alerts at all. They fire a single time, the first time something actually happens in your store, and then never again. They exist so the moment a thing starts working, you find out, rather than discovering it weeks later in a report.
First conversation resolved. Sent the first time Arbyn handles a customer end to end without needing you. This is the one that tells you the agent is genuinely working on your store, not just installed on it.
First escalation you handled. Sent the first time a conversation comes to you and you answer it. Escalation is the safety net working as designed, so this one confirms the handoff reached you and you were able to pick it up.
Free calibration used up. Your first 50 conversations are a free calibration allowance on any plan, and they never count toward a monthly cap. This tells you that allowance is spent and your plan's normal cap has taken over.
Approaching your conversation cap. Sent when you get close to your plan's monthly limit, so the cap is something you see coming rather than something you find out about after conversations have already started queuing. The threshold is yours to set on this page.
Setup stalled. Sent once, a few days after you install, if you haven't finished the setup wizard yet. It names the specific step you have left and links the setup guide, and it will not duplicate a widget-not-live alert covering the same underlying gap.
There are five more for your sales skills, and they work the same way, once each, the first time the thing actually happens to a real shopper:
Your first discount went out. Arbyn offered one of your discounts to a customer for the first time.
Your first bundle was offered. Arbyn offered one of your bundles for the first time.
Your first upsell landed. Arbyn suggested a higher-value or additional item for the first time.
Your first proactive message fired. One of your triggers started a conversation with a shopper, rather than waiting to be asked.
Your first quiz was taken. A shopper completed one of your quizzes.
These exist because the sales skills are the part of Arbyn you set up and then cannot easily see working. A discount sitting in your settings and a discount Arbyn has actually offered someone are different things, and until now nothing told you which one you had.
Each of these is a category on this page like any other, so you can preview it, send yourself a test, or switch it off. Switching one off does not delay it, it cancels it, these fire once or not at all.
Good to know
A milestone email is not retroactive. If you turn a milestone category on after the event already happened, it will not fire later to catch you up. Turn the ones you want on before you go live.
Operational alerts default on for a reason. Each one covers something that genuinely shouldn't go unnoticed, an escalation, a bad rating, your agent stopping entirely. You can turn any of them off, but the default is deliberate.
Send test sends a real email, not a simulation, use it to confirm your alert address is correct and actually receiving mail.
You no longer choose a cadence per category. You choose on or off; how quickly a category reaches you (immediately versus rolled into a digest) is decided by what kind of event it is, not by a setting you have to get right.
The go-live nudge and a plan-change notice are the two engagement categories that default on. Every other engagement category defaults off until you turn it on.
The daily report defaults off, unlike the other three scheduled summaries. Turn it on if you want a same-day view rather than waiting for the weekly digest.
Every setting saves independently and takes effect on the next matching event, not retroactively on anything that already happened.
FAQ
My mail client shows an Unsubscribe button on the digest. What does it stop? All four scheduled summaries (weekly digest, monthly recap, getting-started series, daily report) at once. It never touches your alerts, escalations, billing notices, and the rest keep arriving. Turn any of the four back on in Settings to clear it.
Can I turn off escalation notifications entirely? Yes, every category, including the operational ones, can be switched off individually. It defaults on because most stores want to know immediately, but the choice is yours.
What's the difference between Preview and Send test? Preview shows you the email with sample data, nothing is sent. Send test fires a real email to your alert address, useful for confirming delivery actually works.
Why can't I choose how often a category fires anymore? Because that choice never really helped, an escalation is urgent regardless of what cadence you'd pick, and getting it wrong meant missing something important. Now you choose on or off, and the timing is handled automatically based on what the notification actually is.
What happens if I turn on a category but haven't set an alert email? Send test is disabled until you set one, since there'd be nowhere to send it. Set your alert email first, then the category's notifications (and test sends) work normally.