Never miss a message, even with the panel closed
Push notifications are sent from a server, so they reach you when the panel is closed and stay on screen until you dismiss them. This page shows how to switch them on and what to check when one does not arrive.
This is for you if replies are slow because nobody noticed a new conversation, or if notifications used to appear and have stopped. It covers agents working in the panel and visitors on your website.
Step by step
Turn push on for your agents
Push is already configured on our cloud, so there is no server work for you. Go to Settings > Notifications > Push notifications > Active for agents, switch it on, save, then reload the panel.
Add push for your website users
Download the service worker file and upload it to the root of your site, for example https://your-site.com/service-worker.js. Then enter that address at Settings > Notifications > Push notifications > Service Worker URL.
Allow notifications in the browser
The browser has the final say, so it must be given permission. In Chrome, look under Privacy and Security > Site settings > Notifications.
Set up iPhone separately
Push on iPhone needs iOS 16.4 or later and the panel installed as an app on the device. Without both, iPhone will not receive push.
Turn on sounds
Settings > Notifications > Sounds plays a sound for new messages and new conversations. A repeating sound loops while the panel or page is not open and visible.
Settings reference
| Setting | What it does |
|---|---|
| Push notifications | The section at Settings > Notifications that controls server-sent notifications for agents and users. |
| Active for agents | Sends push notifications to agents and admins working in the panel. |
| Service Worker URL | The address of the service worker file you uploaded to your site root, needed for push notifications to your website users. |
| Sounds | Plays a sound when a new message or a new conversation arrives. |
Good to know
Push replaces desktop notifications
When push is active, it takes over from desktop notifications. That is usually what you want, because desktop notifications have more limits.
Desktop notifications have gaps
They are not sent while the user is looking at a page that contains the chat, they are not supported on iPhone or iOS, and they need HTTPS. On Android and mobile they may not work at all, so use push there.
HTTPS only
Push works on full HTTPS sites, with localhost as the one exception. On an insecure page, nothing will be delivered.
A closed browser means no push
Push cannot reach a desktop computer unless a browser is running. In Chrome, turn on "Continue running background apps when Google Chrome is closed" under Settings > System to receive notifications with all tabs closed.
Only offline agents are notified
Routing mirrors email: the department's agents, or the single assigned agent, and only when they are offline. Later notifications go to the last agent in the conversation. With queue or routing on, only the assigned agent is notified; admins see everything but are not notified.
Some messages are silent by design
Nothing is sent for messages a user writes while waiting in the queue. With chatbot human takeover on, nothing is sent when the chatbot knows the answer.
Common questions
Why am I not receiving any notifications?
Do push notifications work on iPhone?
Why is no sound playing?
What happens when I click a notification?
Do I have to set up a push server?
Push works for my agents but not for my website visitors. Why?
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