Set Live Chat notifications

Choose Live Chat defaults, change one conversation, pause alerts, and fix missing sound or email.

Each person controls their own Live Chat alerts. Muting or pausing alerts does not clear unread messages.

Live Chat alerts need an active plan and an available conversation.

Set team defaults for new conversations

Open Personal Settings.
Open Live Chat.
Find New Conversation Alerts.
Choose Every new message, @mentions only, or Mute by default.

This choice sets the first alert rule for new account chats and channels in this workspace. It does not change a rule you saved on a chat.

New DMs start with notifications on. A DM supports all-message alerts or mute, but not mentions-only alerts.

Change one conversation

Open the account conversation, channel, or DM.
Open the conversation settings.
Open Notifications.
Under Alert me about…, choose your setting.

Account conversations and channels offer:

All new messages.
When someone @mentions me.
Nothing. Mute the channel.

DMs offer alerts for all new messages or mute.

Pause team alerts for a set time

Open Personal Settings.
Open Live Chat.
Find Pause Live Chat Notifications.
Choose 30 minutes, 1 hour, 4 hours, tomorrow morning, or next Monday morning.

The end time uses your timezone. Select Resume notifications to end the pause early.

The pause stops that team member's Live Chat alerts. It does not mark messages as read. It does not change the saved rule for each chat. Clients do not have this pause control.

Set browser sound and notifications

On the team Live Chat settings page, use the controls for this browser.

Sound depends on the browser's audio rules and your device volume.
Browser alerts need browser access.
Sydnee may skip an alert when its window is active. It may also skip one when the chat is open and in focus.
A setting in one browser does not give access to a browser on another device.

Use the built-in sound test after turning sound on. A successful browser test cannot prove that the device or speakers are not muted.

Set Live Chat email

Team members can turn New unread email on or off in their Live Chat settings. It can send one email when a chat first becomes unread. The saved alert rules must allow it.

Clients can open Notification Preferences and select Live Chat. They can set the first alert rule and email choice for that portal login. Review the difference between team and client notification settings.

Daily and weekly Live Chat recap emails are not currently available. Check the unread badge for new messages.

Does Live Chat send mobile push?

Team members can get push alerts in the Sydnee Chat mobile app. Their device must be set up in the app. Clients do not get mobile push from this path.

Push and email are separate. One can be skipped while the other is sent.

Why did I not get an alert?

The chat may be muted or set to mentions only.
Team alerts may be paused.
Browser permission, sound permission, device volume, or an inactive device can block a local alert.
Live Chat email or all Sydnee email may be off.
The person's email address may not be ready.
Sydnee may have sent an email for the same unread group.
The chat, portal access, or membership may be off.

The unread badge is the best place to check for messages that did not make a sound or send an email.