# Visitor chat notifications

Draw visitors' attention to unread chat replies with previews, counts, sound and supported browser alerts.

*Release 3.3 · admin, visitor*

**Settings › Chat › Themes** · **Settings › Chat › General Settings**

## What it is

**Notifications** help visitors notice replies while they are away from the open chat pane. INSIDE can show a message preview or unread count, blink the page icon, play sound and request a browser notification. Each alert depends on the message, page state and enabled options.

## Who uses it and why

Users with the **Settings** role choose which notification styles and devices to support. Visitors use the alerts to return to a conversation without keeping the pane open.

## Where to find it

With the **Settings** role, open **Settings › Chat › Themes** and select **Notifications**. Its **Settings** and **Styling** sections control the preview. Sound and flashing options are in **Settings › Chat › General Settings**.

## How it works

When an eligible incoming reply has not been read, INSIDE updates the unread count. With the pane closed, it can display a preview or a number on the chat launcher. Opening and focusing the conversation allows read state to update and the indicators to clear.

When the page lacks focus, INSIDE can blink its favicon. The current pane keeps the page title unchanged. Browser notifications show the sender and message text if the browser supports them and the visitor grants permission.

Sound alerts have additional conditions. In the current pane, they apply outside mobile, while a chat is in progress, the page lacks focus, assistants are available and do-not-disturb is not active. Browser audio restrictions can also affect playback.

## Configure it

Enable **Use Message Notifications**, select **Show Notification on**, then choose the title and styling. Decide whether to show an unread count, retain **Show Chat Tab**, and enable virtual-assistant notifications.

Use the theme preview to check appearance. Enable sound and flash options in **General Settings** as needed, then check the actual website in each intended device category. Browser permission is a visitor choice, separate from theme configuration.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Use Message Notifications | Settings › Chat › Themes › Notifications › Settings | website | On in the theme editor | Settings role | Enable in-page previews for eligible unread messages. |
| Show Number Notification Only | Settings › Chat › Themes › Notifications › Settings | website | Off in the theme editor | Settings role | Offer an unread-number indicator when full message notifications are disabled. |
| Show Notification on | Settings › Chat › Themes › Notifications › Settings | website | Desktop in the theme editor | Settings role | Select Desktop, Tablet and Mobile notification availability. |
| Notification Title | Settings › Chat › Themes › Notifications › Settings | website | Operator/Bot Name in the theme editor | Settings role | Show the sender's name, a custom title or no title in the preview. |
| Show Unread Message Count | Settings › Chat › Themes › Notifications › Styling | website | On in the theme editor | Settings role | Include the unread count in message notifications. |
| Show Chat Tab | Settings › Chat › Themes › Notifications › Styling | website | Off in the notification editor | Settings role | Keep the chat launcher visible alongside message notifications. |
| Enable Notification for Virtual Assistant | Settings › Chat › Themes › Notifications › Styling | website | Off in the theme editor | Settings role | Allow message notifications for the virtual assistant. |
| Enable New Message Alert for Customer | Settings › Chat › General Settings | website | Off | Settings role | Play a new-message sound when the visitor and chat state meet the sound-alert conditions. |
| Turn ON/OFF Flash Notifications for Customers | Settings › Chat › General Settings | website | On when not configured | Settings role | Blink the page favicon for an eligible unread reply while the page lacks focus. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Configure visitor notification appearance and chat alert options. |

## Limits and good to know

- Receiving a message is different from reading it. An alert does not prove the visitor has seen the reply.
- Visitor messages, system messages, welcome greetings and silent messages do not all produce the same alerts as operator replies.
- The preview's device selection does not establish browser-notification support on those devices.
- A visitor who has denied browser notification permission must change that permission in their browser.
- Existing themes retain their saved choices, which can differ from the editor defaults listed above.

## Depends on and works with

### This feature uses

- **Requires** [Message delivery and read receipts](CHAT-003.md): Unread indicators use message delivery and read state.
- **Configured in** [Visitor chat themes and branding](VX-003.md): Theme settings control preview appearance and device availability.
- **Works better with** [Chat tabs for visitors](VX-001.md): The chat launcher can show unread counts and coexist with previews.

### Used by

- **Enhances** [Chat tabs for visitors](VX-001.md): Message notifications can change the visible entry point.
- **Enhances** [Visitor chat themes and branding](VX-003.md): Optional notifications add reply previews and unread counts to the themed experience.
- **Enhances** [Mobile chat](VX-004.md): Notifications have device-specific display options.
- **Enhances** [Legacy chat pane settings](VX-032.md): Older panes have notification handling for incoming messages.
- **Enhances** [Previous chat history for visitors](VX-033.md): Unread and new-message controls help visitors return to recent messages.

## FAQ and troubleshooting

### Why is there no preview on mobile?

Check **Show Notification on** in the active theme. Mobile has its own selection, and a number indicator can appear instead of a full preview.

### Why does the browser not show an alert?

Check notification support and the site's browser permission. Alerts also depend on an active chat, an eligible reply and the page lacking focus.

### Why is there no sound?

Check **Enable New Message Alert for Customer**, page focus, do-not-disturb and the device. The current pane's sound conditions exclude mobile; browser playback rules may also block audio.

### Why does the unread number remain after a reply arrives?

Delivery alone does not mark a reply as read. Return to the page and open the conversation so its read state can update.