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When using an AI Agent and the conversation goes inactive, how do I update the template that is used for that email?
Posted Mar 12, 2025
I've searched everywhere and cannot find this.
I know how to update the email template for the Email channel.
I am looking for the email template that is used when a Messaging conversation changes to Inactive.
I want to change the subject line. Also, I want to add some text like “You can reply via email or via the message bubble.”
I can'f figure out how to do this under Messaging Triggers.
When I check under the regular Triggers, I don't see a placeholder to add in the conversation to the Notify Via Email action.
Here is the email I am referring to:

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1 comment
Francis Casino
I hope you're having a wonderful day! I noticed that you've already opened a ticket for this concern. We'll be sure to keep you updated through that channel. To keep things clear and avoid any mix-ups, let's continue our conversation through the ticket you created just for this topic.
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