Three separate controls decide whether a message reaches anybody, and they are commonly confused with each other.

One switch turns all outbound support mail on or off. A list chooses which events are worth an email. A third setting picks the route the mail travels by, and changes nothing about whether it is sent.

People reach for the route when they want less mail, and are surprised when the mail keeps arriving.

Before you begin

Set the support mailbox first. Notifications have nowhere to go without it.

Decide whether you want a single digest or individual messages, because that choice turns the event list on or off.

Choose what is sent

1. Open Settings, then Email & Notifications, and find the What to send card.
2. The digest already sends. To receive it instead of the individual messages, turn on Daily summary only, and the event list below it disappears.
3. To choose individually, leave that off and tick the events you want.
4. Select Save notifications.

The card keeps your selection after a reload once it has saved.

Good to know

Daily summary only replaces the event list rather than adding to it. Turning it on is how you go from many messages to one.

Silencing everything is done with the send switch on the Support mailbox card, not here. Unticking every event is not the same thing, and that switch also clears the saved address.

Some organisations also see a Delivery card with a Method choice. That setting picks which service carries the mail and never decides whether mail is sent.

Verify it worked

Reload Settings and confirm your selection held.

Trigger something you chose to be notified about, and confirm a message arrives in the support mailbox.

If something doesn’t look right

If no mail arrives at all, check the send switch on the Support mailbox card before looking at anything here.

If the daily summary never arrives, it is skipped on any day with no recorded activity. A quiet day produces no email rather than an empty one.

If a control here is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the control works and saving fails, Avvi replies “Master admin access required”. That is the same permission problem, reported when you save rather than before.

If none of that explains it, open a support conversation from the Help drawer. Include which events you selected and what you expected.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Who do I ask to get access?

A: Any administrator with full access in Avvi. Tell them which setting you were trying to reach and what you needed to change.

Q: How do I stop all email from Avvi?

A: Turn off the send switch on the Support mailbox card. That stops all outbound support mail, and it also clears the stored address, so note the address first.

Q: Does changing the delivery method reduce mail?

A: No. It changes the route only.

Q: Why did I get nothing yesterday?

A: The daily summary is skipped when nothing happened that day.