Quick Answer: This FAQ details every rule, permission and setup step that determines when, how and to whom Live Chat notifications are delivered.
| 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 |
Notifications are evaluated in this exact sequence. A suppression at any level halts further processing.
| 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. |
| 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. |
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.
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.
| 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: “Show me how” (docs) or “Dismiss”. Banner re-appears next login if still blocked.
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.
Mixpanel event notification_setting_changed is fired whenever an agent changes a toggle.
| Property | Tracked Value |
|---|---|
| user_id | Agent identifier |
| setting_changed | e.g., sound_enabled, push_enabled, override_non_working |
| new_value | true/false |
| Area | Requirement |
|---|---|
| Notification Latency | < 3 s from event to delivery |
| Stale Drop | Messages > 5 s old at processing are discarded |
| Business Hours Cache | Refresh every 2 min (≤ 2 min propagation) |
| Audio | Distinct from common OS sounds |
| Browser Compatibility | Full support in Chrome, Edge, Firefox; Safari limited |
Keywords
notifications, push, sound, toast, business hours, browser permission, throttling, settings, MyOperator Live Chat