diff --git a/app/drops/conversation_drop.rb b/app/drops/conversation_drop.rb
index 1758c29c5243..b24586c301c1 100644
--- a/app/drops/conversation_drop.rb
+++ b/app/drops/conversation_drop.rb
@@ -5,13 +5,26 @@ def display_id
     @obj.try(:display_id)
   end
 
+  def contact_name
+    @obj.try(:contact).name.capitalize || 'Customer'
+  end
+
   def recent_messages
     @obj.try(:recent_messages).map do |message|
       {
-        'sender' => message.sender&.available_name || message.sender&.name,
+        'sender' => message_sender_name(message.sender),
         'content' => transform_user_mention_content(message.content),
         'attachments' => message.attachments.map(&:file_url)
       }
     end
   end
+
+  private
+
+  def message_sender_name(sender)
+    return 'Bot' if sender.blank?
+    return contact_name if sender.instance_of?(Contact)
+
+    sender&.available_name || sender&.name
+  end
 end
diff --git a/app/drops/inbox_drop.rb b/app/drops/inbox_drop.rb
index 7972e73255db..563916d5f2a5 100644
--- a/app/drops/inbox_drop.rb
+++ b/app/drops/inbox_drop.rb
@@ -1,2 +1,5 @@
 class InboxDrop < BaseDrop
+  def name
+    @obj.try(:name)
+  end
 end
diff --git a/app/views/mailers/agent_notifications/conversation_notifications_mailer/conversation_creation.liquid b/app/views/mailers/agent_notifications/conversation_notifications_mailer/conversation_creation.liquid
index e324dd9e6ff3..095e1bd7b01d 100644
--- a/app/views/mailers/agent_notifications/conversation_notifications_mailer/conversation_creation.liquid
+++ b/app/views/mailers/agent_notifications/conversation_notifications_mailer/conversation_creation.liquid
@@ -1,8 +1,30 @@
 <p>Hi {{user.available_name}}</p>
 
-
-<p>Time to save the world. A new conversation has been created in {{ inbox.name }}</p>
-
 <p>
-Click <a href="{{ action_url }}">here</a> to get cracking.
+  A new conversation (<a href="{{ action_url }}">#{{conversation.display_id}}</a>) has been created in {{ inbox.name }}.
+  <strong>{{ conversation.contact_name }}</strong> wrote:
 </p>
+
+{% for chat_message in conversation.recent_messages %}
+  <div>
+    {% if chat_message.sender == user.available_name %}
+      <h4 style="margin: 0;">You</h4>
+    {% else %}
+      <h4 style="margin: 0;">{{chat_message.sender}}</h4>
+    {% endif %}
+  </div>
+
+  <div>
+    <p style="padding: 10px 20px; margin: 5px 0 20px 0; background: #F2F3F7; border-radius: 10px; display: inline-block; font-family: "Helvetica Neue",Tahoma,Arial,sans-serif; text-align: start; unicode-bidi: plaintext;">
+      {% if chat_message.content %}
+        {{chat_message.content}}
+      {% endif %}
+
+      {% if chat_message.attachments %}
+        {% for attachment in chat_message.attachments %}
+          Attachment [<a href="{{ attachment }}" _target="blank">Click here to view</a>]
+        {% endfor %}
+      {% endif %}
+    </p>
+  </div>
+{% endfor %}