Agents can receive email notifications with the email account that is saved in their agent account settings.
Every agent can enable notifications of new customer requests.
There are two types of notifications:
1) New, unassigned inquiries:
Every agent who has notifications enabled will will receive a notification email.
2) Already assigned inquiries (follow-up messages to existing conversations):
Only the assignee will receive a notification email.
Agents who have notifications disabled will in neither case receive notification emails.