diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
index 645a0990a..31f435a82 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
@@ -149,7 +149,7 @@
             :richtext="!textAreaChannels"
           />
         </div>
-        <label class="medium-9 columns settings-item">
+        <label v-if="isAWebWidgetInbox" class="medium-9 columns settings-item">
           {{ $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.REPLY_TIME.TITLE') }}
           <select v-model="replyTime">
             <option key="in_a_few_minutes" value="in_a_few_minutes">
diff --git a/app/models/message.rb b/app/models/message.rb
index 7f2655b35..8e2e81307 100644
--- a/app/models/message.rb
+++ b/app/models/message.rb
@@ -136,6 +136,13 @@ class Message < ApplicationRecord
     I18n.t('conversations.survey.response', link: "#{ENV['FRONTEND_URL']}/survey/responses/#{conversation.uuid}")
   end
 
+  def email_notifiable_message?
+    return false if private? || incoming?
+    return false if template? && %w[input_csat text].exclude?(content_type)
+
+    true
+  end
+
   private
 
   def ensure_content_type
@@ -194,13 +201,6 @@ class Message < ApplicationRecord
     email_notifiable_webwidget? || %w[Email].include?(inbox.inbox_type)
   end
 
-  def email_notifiable_message?
-    return false unless outgoing? || input_csat?
-    return false if private?
-
-    true
-  end
-
   def can_notify_via_mail?
     return unless email_notifiable_message?
     return unless email_notifiable_channel?
diff --git a/app/workers/email_reply_worker.rb b/app/workers/email_reply_worker.rb
index 79e7eb161..dddbae3dd 100644
--- a/app/workers/email_reply_worker.rb
+++ b/app/workers/email_reply_worker.rb
@@ -5,8 +5,7 @@ class EmailReplyWorker
   def perform(message_id)
     message = Message.find(message_id)
 
-    return unless message.outgoing? || message.input_csat?
-    return if message.private?
+    return unless message.email_notifiable_message?
 
     # send the email
     ConversationReplyMailer.with(account: message.account).email_reply(message).deliver_later
diff --git a/spec/models/message_spec.rb b/spec/models/message_spec.rb
index 42fcbf49f..1176b17e2 100644
--- a/spec/models/message_spec.rb
+++ b/spec/models/message_spec.rb
@@ -105,4 +105,33 @@ RSpec.describe Message, type: :model do
       expect(message.content_type).to eq 'text'
     end
   end
+
+  context 'when email notifiable message' do
+    let(:message) { build(:message, content_type: nil, account: create(:account)) }
+
+    it 'return false if private message' do
+      message.private = true
+      expect(message.email_notifiable_message?).to be false
+    end
+
+    it 'return false if incoming message' do
+      message.private = false
+      message.message_type = 'incoming'
+      expect(message.email_notifiable_message?).to be false
+    end
+
+    it 'return false if message type is template and content type is not input_csat or text' do
+      message.private = false
+      message.message_type = 'template'
+      message.content_type = 'incoming_email'
+      expect(message.email_notifiable_message?).to be false
+    end
+
+    it 'return true if not private and not incoming and message content type is input_csat or text' do
+      message.private = false
+      message.message_type = 'template'
+      message.content_type = 'text'
+      expect(message.email_notifiable_message?).to be true
+    end
+  end
 end