You can edit notification settings for your live chat or messaging configuration, including desktop notifications, notification sounds, and offline message update notifications.

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You can edit notification settings for your live chat or messaging configuration, including desktop notifications, notification sounds, and offline message update notifications.

The following are the different notification settings you can edit:
  • Changing desktop notification settings
  • Changing notification sounds
  • Changing your email notification preferences

Changing your desktop notification settings

You can manage whether notifications appear on your desktop. Notifications will only appear when the related conversation is not visible and your browser settings allow the dashboard to show notifications. You can manage the notifications for:

  • Incoming conversation requests
  • New messages
  • Status changes
  • Expiring sessions

To edit desktop notification settings

  1. From the dashboard select Settings > Personal > Sounds & Notifications tab.

  2. Click the checkbox next to each notification setting to enable or disable them.
  3. Click Save Changes at the bottom of the page when you are finished.
Note: If your agents are using Agent Workspace with focus mode enabled, notification behavior for new messages is impacted. See Activating focus mode for voice and chat in the Agent Workspace for more information.

Changing your sound notification settings

The dashboard also alerts you of conversation activity with sound notifications. You can modify or disable these in your personal settings. You can select a notification sound and set the volume for:

  • Incoming requests
  • Incoming messages
To edit your sound notifications
  1. From the dashboard, select Settings > Personal > Sounds & Notifications tab.
  2. In the Sounds section, use the dropdown menus to select the sound and set the volume for each type of event notification.

  3. Click Save Changes.

If you are using Safari web browser, your sound notifications might be automatically blocked. These Safari settings can also block notification sounds for end users on the live chat widget or Web Widget.

To allow sound notifications in Safari

  1. On your Zendesk Chat dashboard, right click on the URL address bar.
  2. Click Settings for this Website...
  3. In the Auto-play settings drop-down list select Allow All Auto-Play.

Changing your email notification preferences

Offline messages are automatically routed to your default login email when all your agents are offline. This allows your visitors to send you offline messages via the widget when no agents are available. Here's how an offline message sent to your email might look:

By default, every agent on your account automatically receives all the messages, but you can opt out from the dashboard.

Note: If you are on an integrated account, and the offline form is deactivated, agents do not have permission to update these settings, and must have an administrator do it for them.

To stop receiving email notifications for offline messages

  1. From the dashboard, select Settings > Personal and click the Profile tab.
  2. In the Preferences section, deselect the Offline Message Notification option Receive email notification when visitors send an offline message.
  3. Click Save Changes.

You can also opt out of receiving periodic product update emails from Zendesk Chat. By default, this option is also enabled for all agents.

To stop receiving product email updates from Zendesk Chat
  1. From the dashboard, select Settings > Personal and click the Profile tab.
  2. In the Preferences section, deselect the Zendesk Chat Updates option Receive periodic email updates from Zendesk Chat.
  3. Click Save Changes.
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