Pooled chat email notifications no longer working

We only have a free account, so have no department redirection. When a user starts a chat we got a “new pooled chat” email.

But as of recently we no longer receive that email notification - which means we are ignoring new chats as we don’t realise they are active, unless we have a browser tab open in the dashboard.

We have checked the settings, and they are unchanged.

Please advise what has changed?

Hi Trevor, to better understand your issue, I invite you to schedule a quick call with me here: https://go.oncehub.com/Jovana1
Thank you and hope to speak to you soon!