Browser and push notifications

Choose which events alert you

• A newly assigned human conversation.
• A visitor reply in a conversation the rep is handling.
• An active AI conversation, when AI-conversation alerts are enabled.
• Automatic availability pauses caused by an unanswered visitor or lost dashboard reachability.
• The first match of an enabled custom conversation signal owned by the rep, when the plan and signal configuration allow alerts.

Dashboard and Web Push behavior

Manage a push device

• Grant notification permission in the browser when prompted from the settings flow.
• Register the current browser as a device subscription. Each browser profile or installed PWA can have its own entry.
• Use Test to send a push to that specific device and inspect its reported delivery result.
• Remove a device that is no longer used or whose subscription should stop receiving Stand pushes.
• A failed or expired subscription can be removed by delivery cleanup and may need to be registered again from the device.

Notifications do not control routing

Availability, I chat here, concurrent capacity, connection health, and organization state determine whether a rep can receive a new human chat. Notification settings run after an event exists and do not add the rep to the routing set.

Conversely, disabling a notification does not turn the rep unavailable. It only removes that alert channel, so the rep remains responsible for monitoring Chats while accepting live work.

Platform requirements and limits

• The browser must support notifications, service workers, and push subscriptions for Web Push.
• The visitor-facing widget does not request rep notification permission; configuration occurs in the authenticated dashboard.
• Operating-system focus modes, browser site settings, disabled background delivery, or network failures can prevent display.
• Test delivery verifies the selected device path at that moment but cannot guarantee every future event will be delivered or noticed.
• Custom-signal alert availability follows the Pro or Business signal limits and the individual signal’s notification setting.

Related features

• Rep availability and chat capacity — Rep availability expresses whether a person intends to accept new live website chats. Stand combines that intent with Site coverage, current connection health, and the rep’s concurrent-chat limit before treating the rep as eligible.
• Custom conversation signals — Custom conversation signals let an organization define the kinds of customer evidence a Stand-in should recognize. A matched signal adds a searchable label with supporting context and can alert the Stand-in owner on the first match.
• AI conversation monitoring — Chats separates active AI-handled conversations from human assignments so reps can watch a Stand-in’s transcript in real time without taking ownership immediately. Monitoring preserves the option to offer help or take over with the existing context.