Arbyn sends you two kinds of email, and you have different control over each.
Alerts, always on
These tell you something needs you right now:
A conversation was escalated and a customer is waiting
A spike in incoming messages
Replies or actions piling up for your approval
A customer rated their support 1 or 2 out of 5
You reached your monthly conversation limit and Arbyn paused
A billing problem stopped your agent
You cannot turn these off, and there is no unsubscribe link in them. They are the emails that tell you your support is not being answered. Switching them off would mean a customer waits and nobody knows.
If they are going to the wrong person, change the address instead: Settings → Notifications → Alert email.
Plan changes
Two more arrive when your plan changes, and you will see them listed in Settings → Notifications as Plan activated (paid) and Plan upgraded.
When it arrives | |
Plan activated (paid) | You move from the free Starter plan onto a paid one. Confirms your new monthly conversation allowance and points at the two or three things worth setting up next. |
Plan upgraded | You move from one paid plan to a higher one, for example Growth to Agent. Confirms the new allowance. |
There is a matching Plan downgraded email if you move to a smaller plan, and a billing paused alert if a payment fails.
And there is now a matching email for the good direction: Agent back on (billing). If a payment failed and you later fixed the card, or you resubscribed after cancelling, you get an email titled "[your agent] is back on [your store]", telling you that billing is resolved and your agent is answering customers again. It confirms your agent is Active. Answering new conversations again. along with the plan you are on, and any conversations that queued while billing was unresolved resume automatically. You can turn it off in Settings → Notifications like the others.
Until recently this was the one billing change that happened in silence: every way your billing could get worse sent you an email, and the one way it got better sent nothing. After fixing a card you had to go and check the app yourself to find out whether your agent had actually restarted. It now tells you.
Worth knowing, because it is the question people ask when one of these lands: changing plan does not change what your agent can do. Every Arbyn feature is on every plan, including the free one. The only thing that moves is how many conversations a month your agent handles. So an upgrade email is telling you about headroom, never about a feature switching on.
Scheduled summaries, your choice
These are the four recurring ones, and you control each independently in Settings → Notifications:
When it arrives | |
Weekly digest | Sundays, 18:00 UTC. What happened in support that week. |
Monthly recap | First of the month, 09:00 UTC. Higher-level trends and standout wins. |
Getting-started emails | A welcome note when you finish setup, and one check-in a week later. Two emails, then they stop. |
Daily report | Every day, 07:15 UTC. Off by default: an unsolicited daily email is a churn risk, not something we turn on for you. |
All four times are fixed UTC hours, not your shop's local timezone.
Switch any of them Off and it stops immediately. Switch it back On and the next scheduled one arrives, nothing is lost.
Unsubscribing from your email app
Your mail app may show a native Unsubscribe button on these four scheduled emails. It works, and it is fine to use.
Three things worth knowing:
It stops all four at once. Your mail provider tells us "this address unsubscribed," not which email you were reading, so the weekly digest, monthly recap, getting-started emails and daily report all switch off together.
It never affects your alerts. Escalations, spikes, approvals and billing notices keep coming. Those are not part of the unsubscribe.
Turning them back on in Settings is enough. Switch any of the four back On and Arbyn clears the unsubscribe with your email provider automatically. The next scheduled one arrives on schedule, nothing to ask us for.
Your Settings page updates to match either way, so you can always see what is on.
If the emails stopped and you did not expect it
Check Settings → Notifications first. If the scheduled toggles are Off, someone (or an unsubscribe click) turned them off, and you can switch them straight back on.
If your alerts stopped, that is different and worth telling us about. Check that Alert email is set to an address you actually read, then get in touch if they still are not arriving.
What language will these emails be in?
Whatever language you chose for Arbyn inside the app. If you set Arbyn to Portuguese, the emails it sends you arrive in Portuguese. If you have not chosen one, Arbyn follows your store's own language, and falls back to English if neither is set.
This applies to every email in the list above, including the welcome note and the digests. If a particular sentence has not been translated yet, that line appears in English rather than arriving empty, so you never receive a blank email.
Changing your language in Arbyn changes the emails from that point forward. It does not resend anything you already received.