As of right now, Email notifications are sent 3 minutes after a teammate reply if the customer hasn’t seen the message in the Messenger, and multiple replies are grouped into a single email after a short pause. The only setting around this is to either enable or disable notifications.
I’d like to see the ability to either extend the time past 3 minutes, or adjust some other frequency related sessions. We regularly have users complain about the amount of emails sent to them for intercom chats.