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Push notifications

Push notifications are like Desktop notifications but with some key differences. Desktop notifications, also called Web notifications, are requested directly by the client, while Push notifications come from a server.

The main difference is that Push notifications always work, even if your device is offline or Chat24Plus is not open. They are also persistent and always visible until closed.

Push notifications require an external service to work. We use Pusher, which is free for admin notifications sent to agents, and free for up to 2000 users/devices when sending notifications to users. Unfortunately, Apple has yet to provide iOS support, but we hope it will come soon.

Activation​

  1. Go to https://dashboard.pusher.com/accounts/sign_up and create a new account.
  2. From your dashboard at https://dashboard.pusher.com/, choose the Beams product by clicking Get started.
  3. Enter the Instance name and create the instance. You can enter any value you want.
  4. From the left menu of the dashboard, click Keys and copy the Instance ID and Primary key.
  5. Enter the Chat24Plus admin area, go to Settings > Notifications > Push notifications, and paste the Instance ID and Primary key.
  6. You're done.

Activation for users​

  1. Download the service worker file here.
  2. Upload this file to your site at the following location: https://your-site.com/service-worker.js
  3. Go to Settings > Notifications > Push notifications > Service Worker URL and enter the URL of the file. Ex: https://your-site.com/service-worker.js.
    • If you are using the cloud version, enter https://cloud.chat24plus.com/sw.js.
    • If you are using the SaaS version, replace cloud.chat24plus.com with your domain.
  4. You're done.

Information​

  • Pusher is free to use for up to 1000 concurrent subscribers. While you should be able to use the free plan for the admin area and all agents, you may need a paid plan for Push notifications sent to users depending on your site traffic.
  • Push notifications are currently not supported on iPhone and iOS devices. They are supported only on Mac, Windows, and Android devices.
  • Push notifications only work for full HTTPS websites. The only exception is localhost to ease development.
  • When a user clicks the notification, the last page visited by the user is opened and the chat opens automatically.
  • On desktop, the browser needs to be running since that is the process that receives the push messages.
  • When push notifications are active, they replace desktop notifications.
  • On Android and mobile devices, desktop notifications may not work, in which case you need to use push notifications.
  • If Push notifications are active and not working, disable them and try again.
  • Push notifications cannot be received on a desktop PC unless a browser is running.

Push notifications for admin and agents​

  • When an agent clicks the notification, the admin area opens and the right conversation is selected. If the admin area is already open, the notification will not open a new tab.
  • When a user sends their first message, a Push notification is sent to all validated agents; subsequent notifications are sent only to the last agent in the conversation.
  • If you're using the Dialogflow App, and Settings > Dialogflow > Human takeover is active, no notifications are sent if the chatbot knows the answer.
  • If you're using the WordPress version, Push notifications are not supported in the WordPress admin area. You need to access the Chat24Plus admin area directly.
  • If the Routing setting is active, only the agent assigned to the conversation receives the notification. Admins see all conversations but don't receive notifications.
  • If the Queue setting is active, only the agent assigned to the conversation receives the notification. Notifications are not sent for messages sent by the user while waiting in the queue. Admins see all conversations but don't receive notifications.
  • If a user conversation is assigned to a department, only the agents assigned to that department receive the notification.
  • If a user conversation is not assigned to any department, only agents with no assigned department receive the notification.
  • Notifications are not supported on iPhone and iOS devices.
  • Notifications are sent only if the last agent in the conversation is offline.
  • If push notifications are not working, make sure you allowed the notifications. In Chrome, you can check this from Privacy and security > Site settings > Notifications. If they don't work on a mobile device, try these steps too: install the PWA or delete it and install it again, or restart the mobile device.