Notifications: new messages and a disconnected line

Dialogs has two kinds of notification: about a new customer message and about a line going offline. The first concerns every employee, the second is set by the owner or an administrator.

When the Dialogs tab is hidden or another one is open and a customer writes, the browser shows the notification “New message from …” with the message text and plays a short sound. If you are looking at the tab, no notification is needed and none appears.

  1. Open Dialogs. The browser asks whether it may show notifications: allow it.
  2. Keep the tab open in the background. When a customer writes, a notification appears.
  3. Go back to the tab and open the chat in the workspace.

Dialogs has no separate sound or notification settings. They can only be turned off in the browser settings for the site. If you blocked notifications or closed the tab, there is no alert, and the sound works while the tab is open. The browser may not play a sound until you click the page, and a mobile browser may not show the notification at all.

Dialogs → Settings → Notifications → Tell us when a line disconnects

  1. Open “Settings → Notifications” (the tab is for the owner and administrators).
  2. Switch on “Tell us when a line disconnects”.
  3. In “WhatsApp numbers” give up to 5 numbers, one per line. The field can stay empty — then only the banner above the screen shows.
  4. Press “Save” and allow browser notifications if it asks.

If a WhatsApp Web line has not reconnected by itself within 30 minutes and the phone has to be linked again, the owner and administrators see the banner “Line … has been offline for over 30 minutes” with a “Connect” button. The given numbers get a WhatsApp message with the connection link. Short drops are not reported.

The notification does not arrive

Check that the browser allows notifications for the site, the Dialogs tab is open (even in the background), and the message is an incoming one from a customer: your own outgoing messages do not cause notifications. Other causes are in When WhatsApp does not work.

Open the link from the message or press “Connect” in the banner and scan the QR code: the order is in WhatsApp Web by QR. The link is valid for 7 days; give it only to the responsible employee.

Who sees the line-offline alert?

The owner and administrators see the banner. WhatsApp messages go only to the numbers you listed in the setting. Which lines each person can use is decided by staff access.