The followers of a conversation are the visitor who started it and the agents involved in it. Agents who follow a conversation get emails about its new messages, even when it isn't assigned to them. You can see and change the followers in the Followers section, in the right panel of a conversation in the Inbox.
Who follows a conversation
NeetoChat adds these people as followers on its own:
The visitor who started the conversation, marked Requester.
The agent the conversation is assigned to.
Any agent who replies or adds a note.
Any agent mentioned in a note.
When a conversation is reassigned, the previous agent keeps following it until they unfollow. The Followers section shows how many followers there are, with each follower's name and email. Your own row is marked You.
Following a conversation
Open the conversation in the Inbox.
In the right panel, go to the Followers section.
Click Follow.
To stop following, click Unfollow in the same place. The line under the Followers title tells you whether you're getting emails about the conversation. If the conversation is assigned to you, you always follow it, so you can't unfollow it.
Every follow, unfollow and removal also appears as a line in the conversation, so your team can see who changed the followers.
Removing a follower
In the Followers section, click the trash icon (Remove follower) next to the agent's name.
Click Remove.
The agent stops getting emails about this conversation. If they reply, are mentioned in a note or are assigned the conversation again, they're added back as a follower.
You can't remove the visitor who started the conversation or the agent it's assigned to. To remove yourself, click Unfollow instead.
Follower emails
Agents who follow a conversation get an email about its new messages. These emails go out about once an hour, and one email covers all the new messages since the last one. Follower emails go only to agents, not to the visitor.
You don't get a follower email when the only new messages are your own or notes that mention you. If the agent assigned to the conversation is the last agent who replied, followers don't get an email about those new messages.
Turning off follower emails
To stop follower emails for every conversation you follow:
Click My preferences in the left sidebar.
Turn off Email notification for tickets I follow.
Click Save changes.
You stay a follower of each conversation, but the emails stop, and the Followers section tells you that follower emails are turned off. When you turn the setting back on, you only get emails about messages that arrive after that.