Quick Answer:
WhatsApp Live Chat notifications need two things: browser permission (Allow notifications for MyOperator) and the Sound and Push toggles ON under Side Menu → WhatsApp → Notification. If notifications are not enabling or not arriving, click Enable on the “WhatsApp chat notifications are blocked” banner, allow notifications in your browser and computer settings, and turn off Do Not Disturb. This FAQ also explains when, how and to whom Live Chat notifications are delivered.
1. Notification Types
- Sound – audible chime via system speakers.
- In-App Toast – 5-second slide-in banner at top-right of MyOperator.
- Desktop Push – OS-level pop-up even when the browser is minimised.
2. Message Preview in Notifications
| Content Type | Preview Shown |
|---|
| Text | First 50 characters + … |
| Image | Image received |
| Video | Video received |
| Sticker | Sticker |
| Mixed (media + caption) | First 50 characters of caption + … |
| Multiple media | Indicator of last media type |
| Event-based (Bot Handover, Chat Assigned) | Event label |
| Unsupported | Unsupported message |
3. Notification Logic — Processing Order
Notifications are evaluated in this exact sequence. A suppression at any level halts further processing.
- Global Overrides
- Outside Business Hours Suppression
- Unassigned Chat Rules
- Assigned Chat Rules
4. Global Overrides
- Unfocused BAN Suppression: Browser session receives notifications only for the BAN it is logged into.
- Bot-Handled Chats: No sound, toast or push for a chat currently assigned to a Bot.
5. Outside Business Hours Suppression
- All sound and push are suppressed outside the WhatsApp number’s configured business hours.
- If no hours are configured, the number is treated as 24×7 open.
- Agents may override per the setting “Non-Business Hours Override”.
- Business Hours evaluation is cached; changes take ≤ 2 min.
6. Unassigned (OPEN) Chat Notifications
| Event | Sound | Toast / Push | Special Rules |
|---|
| New message in Unassigned queue | ✅ once / 30 s window | ✅ every message | Sound throttled to 1 per rolling 30 s. |
| Bot Handover to Human | ✅ every handover (no throttle) | ✅ | Bypasses throttle. |
| Old Chat Reopened (>48 h) | ✅ | ✅ | Standard rules apply. |
7. Assigned Chat Notifications
| Event | Sound | Toast / Push | Suppressed If |
|---|
| New Chat Assignment / Transfer | ✅ | ✅ | Self-assign; agent already viewing; chat with Bot. |
| New Message (agent not viewing) | ✅ | ✅ | — |
| New Message (agent viewing) | ❌ | ❌ | Always suppressed. |
| Recent Chat Reopened (<48 h) | ✅ | ✅ | Suppressed if agent is viewing. |
8. Toast Notification Behaviour
- Appear top-right, newest at bottom.
- Visible for 5 s, then slide-right auto-dismiss.
- Max 5 simultaneous; a 6th drops the oldest instantly.
- Clicking a toast opens the relevant chat.
9. System Behaviour Under Degraded Conditions
- Only notifications generated within 5 s of message receipt are delivered.
- Backlog is not replayed after an outage, preventing floods.
10. Agent-Level Notification Settings
Path: Side Menu → WhatsApp → Notification
| Setting | Default | Behaviour When OFF |
|---|
| Sound — Unassigned Chats | ON | No audio for any Unassigned notifications. |
| Push — Unassigned Chats | ON | No toast or desktop for Unassigned. |
| Sound — Assigned Chats | ON | No audio for Assigned. |
| Push — Assigned Chats | ON | No toast or desktop for Assigned. |
| Non-Business Hours Override (Sound) | OFF | ON = receive sounds outside hours. |
| Non-Business Hours Override (Push) | OFF | ON = receive push outside hours. |
Push and Sound are linked—turning Push off automatically disables Sound.
Preferences are user-specific: each agent must log in with their own account and set these toggles, then click Save and refresh the browser page.
11. Admin-Level Notification Permissions
Super Admins may lock the Notification Settings tab per role. When disabled, the tab is greyed out for that role. Default: enabled for all roles.
12. Browser Permission States
| Status | What Happens | UI Shown |
|---|
| Granted | All notifications work. | No banner. |
| Denied (Blocked) | No push or in-app notifications. | Dismissible yellow/red banner on Live Chat; permanent alert on Settings; toggles greyed out. |
| Not Yet Asked | System nudges agent; native prompt on first login or Settings visit. | Global banner + browser prompt. |
- CTA in blocked state: “Enable”, “Show me how” (docs) or “Dismiss”. The banner reappears on the next login if it's still blocked.
- To grant permission: click the Enable banner, which shows "WhatsApp chat notifications are blocked." When the browser asks to show notifications for MyOperator, click Allow. If no prompt appears, click the Padlock or Tune icon next to the website URL, open Site Settings, and change Notifications from Block to Allow.
13. Desktop Notification Setup
- Windows 10/11: Settings → System → Notifications & Actions → enable browser. Then in browser: Settings → Privacy & Security → Site Settings → Notifications → Allow app.myoperator.com.
- macOS: System Settings → Notifications → choose browser → Allow Notifications. Recommend “Alerts” so they persist. Also allow in browser as above.
- Device-level Do Not Disturb / Focus Mode silences all desktop notifications.
14. Mobile Web Notifications
Sound and toast work in Chrome, Edge and Firefox on Android/iOS using the same rules. Agents must grant notification permission in the mobile browser. The native MyOperator app does not support Live Chat push notifications.
15. Advanced Troubleshooting (If Notifications Still Fail)
If browser permissions, OS settings, and panel toggles are all correctly set but notifications still don't work, try these:
- Test in Incognito Mode: Open an Incognito/Private browser window, log into MyOperator, and click the Enable banner. This checks if a browser extension (like an ad-blocker) is blocking notifications.
- Clear Site Cache & Data: Clear the browser's cookies and cache for MyOperator, restart the browser, and log back in.
- Verify Chat Mute Status: Make sure the specific chat isn't manually muted inside the Live Chat inbox.
16. Escalation & Support
- Escalate to the Account Manager (AM) for account-wide user seat permissions or subscription inquiries.
- Internal support escalates to Tech Support when browser permissions, OS settings and panel toggles are all set to Allow/ON, but sounds or pop-ups still fail across multiple browsers. Collect: WABA ID, affected agent email ID, and a screen recording of browser site settings, panel toggles and test-message behaviour.
- Phone: +91 81029 81029 | Email: support@myoperator.com
Keywords
enable notifications, notifications not working, blocked notifications, allow notifications, Do Not Disturb