Configure notifications
Under Settings → Notifications, you define how you want to be informed for each event. The dashboard combines four channels: toast at the bottom right, short sound, tab title with counters, and favicon badge, as well as — optionally — browser push even when the tab is closed.
Matrix: Event × Channel
Each row is an event, each column a channel. The defaults:
| Event | In Dashboard | Browser Push |
|---|---|---|
| Conversation assigned to me | ✔ | ✔ |
| New handoff waiting | ✔ | ✔ |
| New unassigned conversation | ✔ | ✘ |
| New message in my conversation | ✔ | ✘ |
| @mention in internal note | ✔ | ✔ |
| SLA breach warning | ✔ | ✔ |
| Received CSAT rating | ✔ | ✘ |
High-priority events receive push notifications by default, so you can react even when the tab is closed. Rule messages remain deliberately quiet in the dashboard — otherwise, you would be pinged by every visitor chat message.
Activate browser push
- Click Enable Push on the settings page.
- The browser asks for permission — allow.
- From now on, you will receive push notifications from the operating system, even if the dashboard tab is closed.
Notes:
- In Safari, push only works if you have added the dashboard as a PWA to your dock (Safari 16.4+).
- In Firefox/Chrome/Edge, push works out-of-the-box.
- The device list shows all browsers in which you have activated push — you can remove individual ones if you log out on a device.
- The push contents are deliberately kept short ("New message" + deep link). Message contents are never transmitted via push for privacy reasons.
Quiet hours
Within configured time windows, sound + browser push remain muted. The dashboard badge (counter in the tab title + favicon dot) still updates — you don't lose any information, but you are not actively interrupted.
Configurable fields:
- Start + End in 24-hour format (e.g., 22:00 to 08:00, including midnight boundary)
- Weekdays — quiet hours only apply on the selected days
- Time zone — default is the tenant's time zone, can be overridden per agent
Multiple tabs
If you have the dashboard open in multiple tabs at the same time, only one tab plays the sound and shows the toast (the one you last focused). All tabs update the favicon badge — this way, you see the counter consistently in every tab.
Test sound
At the top right of the settings page are two quick buttons:
- Speaker symbol (right): turns the sound on/off for this browser only (without server call)
- Test: fires through the entire stack — you should see toast + sound + (if push is active) a browser notification within one second
If the test does not play sound: click somewhere in the dashboard and try again. Chrome blocks audio until the first user interaction (autoplay policy).
Troubleshooting
| Problem | Cause / Fix |
|---|---|
| No toast visible | Tab is in the foreground but another tab is the leader — close the other tab or click in this tab |
| No sound | Browser blocks autoplay — click once in the dashboard, then test again |
| Push not received | Permission was denied → browser settings → site → allow notifications |
| Push not activatable (button missing) | Browser does not support push or server VAPID keys not configured (your admin must set the keys) |
| Quiet hours not working | Check time zone — if the time zone is empty, it runs in UTC, not in your local time |
Privacy
- Push contents contain no message contents and no visitor emails — only the event type + deep link to the conversation.
- Browser push subscriptions are stored only on your devices and are bound to your account; a colleague cannot intercept pushes for your conversations.
- Your quiet hours and mute settings apply per tenant (workspace) — in each workspace, you can configure independently.