We understand it can be frustrating when you're expecting a reply from our Support Team but don't receive one. Signagelive uses Intercom to manage our help centre, messenger, and ticketing system, and there are a few common reasons why our email responses might not reach your inbox.
To clarify, for Support, Signagelive uses Intercom to manage our help centre, Platform Messenger, and ticketing system.
Check your email settings and folders
Here's what you should check first:
Whitelist our email domain: We send emails from our Intercom workspace, which will appear similar to @signagelive.intercom-mail.eu. To ensure our emails always reach you, we recommend whitelisting this domain. You can often do this in your email client's settings or by adding us to your safe sender list.
Check your Spam or Junk folders: Sometimes, legitimate emails can accidentally end up in your Spam or Junk folders. Please take a moment to check these folders for any missing responses from us.
Understanding Messenger and email notifications
If you started your conversation with us via Platform Messenger within your Signagelive Network, there's a specific process for when you'll receive email notifications:
Delayed email notification for unread messages: We wait 3 minutes before sending an email notification if our message hasn't been read in Messenger. This brief delay allows real-time conversations within the Platform Messenger without cluttering your inbox with unnecessary notifications.
No email if read in Messenger: If you or another user reads our message in Messenger before the 3-minute mark, we won't send an email notification. We assume you've seen our response directly in Messenger.
Grouped replies: If we have multiple replies, we'll group them into a single email. This email is sent once there hasn't been a new reply in the last 3 minutes, helping to prevent an overload of individual emails for ongoing conversations.