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 Notifications → Live chat.
Find New conversation alerts.
Choose Every new message, @mentions only, or Mute by default.

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

New DMs start with notifications on. You can keep all-message alerts or mute a DM.

Change one conversation

Open the account conversation, channel, or DM.
Open the conversation settings.
Open Notifications.
Choose the conversation's alert rule.

Account conversations and channels offer:

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

Pause team alerts for a set time

Open Personal Settings.
Open Notifications → Live chat.
Under Pause alerts, open Pause for….
Choose 30 minutes, 1 hour, 4 hours, Until tomorrow at 8 AM, or Until Monday at 8 AM.

The end time uses your time zone. To end a pause early, open Alerts paused and choose Resume alerts. The Live Chat sidebar's alert settings offer the same pause choices.

The pause applies to your Live Chat alerts across companies and devices. Your unread messages and each chat's saved alert rule stay in place. Clients use their own portal notification settings.

Set browser sound and notifications

On the team Live Chat settings page, find This browser. Pop-up alerts, Live chat sounds, and Browser notifications control different kinds of alerts.

Sound depends on the browser's audio rules and your device volume.
Browser alerts need browser access.
An open, focused conversation can suppress its own local alerts. Browser alerts also depend on which Sydnee window is active.
A setting in one browser does not give access to a browser on another device.

Turn on Live chat sounds, then choose Test sound under Sound check. The test is available while sound is on. If the test makes no sound, check your device volume and speaker output.

Open Sydnee tabs share sound handling to help avoid duplicate chimes. Returning to a tab or reconnecting keeps old messages quiet. The unread badge still shows work you haven't read.

Set Live Chat email

Team members can open Personal Settings → Notifications → Live chat. Turn Unread message emails on or off to choose whether to receive email reminders for unread conversations.

Conversation rules, pauses, email delivery choices, and current access still apply.

Clients can open Notifications 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.

Healthcare chat email digests

Healthcare chat uses grouped email reminders for unread messages. New activity is collected over two and a half minutes, with a 15-minute pause between digests. Current access, unread messages, pauses, and email choices are checked before sending.

These digests are separate from a daily or weekly recap. Use the unread badge to review the messages waiting in chat.

Does Live Chat send mobile push?

Where available, 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 an alert not arrive?

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 available for delivery yet.
Sydnee may already 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.

Open the message behind an alert

A message alert opens its chat if you still have access. The portal chat button opens Messages when the client has several chats. An alert opens the one chat it names.

The portal dashboard's unread-chat card stays fixed for that visit. Leaving and returning captures the latest state. The floating chat dots keep updating on that page. Check those dots, or open chat, for new messages.