Using notifications

Notifications tell you when a chat is offered to you, when a call comes in, and when a ticket needs your attention. Getting them working on day one is what stops conversations sitting unanswered while you are looking at another tab.

Everything arrives in two places: a pop-up alert with a sound for live conversations, and the notification bell for tickets.

How Pleased alerts you

Customer waiting in the chat queue — Pop-up alert — Sound: Yes

Chat assigned to you — Pop-up alert with Accept and Ignore — Sound: Yes

Another agent invites you into a chat — Pop-up alert — Sound: Yes

Group chat assigned to you — Pop-up alert — Sound: Yes

New WhatsApp message — Pop-up alert — Sound: Yes

Incoming call — Ringing call card with Accept and Ignore — Sound: Yes

Ticket trigger or automation notification — Notification bell — Sound: No

Note: All alerts appear inside the Pleased tab — Pleased does not send operating-system notifications, so nothing appears in your Windows or macOS notification centre. This is why sound matters: it is the only thing that reaches you while you are looking at another window.

Turn on sound first

Browsers deliberately prevent pages from playing sound before you have interacted with them, to stop websites playing unexpected audio.

If you see an "Audio Notification Warning!" message in the top-right corner — an amber speaker icon asking you to click anywhere — Pleased cannot play sounds yet. It appears once you go online for chat or voice.

Clicking anywhere on the page fixes it immediately, but only for that tab and only until you refresh or reopen Pleased. To avoid doing it every time, allow sound permanently for the site.

Google Chrome (desktop)

1. Open Pleased.
2. Select the icon at the far left of the address bar — a sliders (tune) icon on current versions of Chrome, a padlock on older ones.
3. Select Site Settings.
4. Set Sound to Allow.

Mozilla Firefox (desktop)

1. Open Pleased.
2. Press Ctrl-i (Windows/Linux) or Cmd-i (macOS) to open the Page Info window.
3. Open the Permissions tab.
4. Allow Audio and Video permissions for the site.

Safari (desktop)

1. Open Pleased.
2. Select Safari in the menu bar.
3. Choose Settings for this website.
4. Select Allow All Auto-Play.

Microsoft Edge (desktop)

1. Select the three dots in the top-right corner.
2. Go to Settings.
3. Choose Cookies and site permissions.
4. Scroll to Media autoplay.
5. Add your Pleased address (for example yourcompany.pleased.com) to the Allow list.

The notification bell

The bell in the top bar carries ticket notifications. A red badge shows how many you have not read yet, counting up to 99+.

Select it to open the list:

Only show unread — Hides notifications you have already read

Mark all as read — Clears the badge without opening each one

Notification — Selecting it opens the ticket it refers to

Each entry shows the ticket number and the message your workspace configured.

Two things worth knowing:

• Bell notifications are silent. There is no sound for them, so check the bell when you come back to Pleased rather than waiting to hear something.
• They are kept for 30 days, then removed automatically.

Getting notified about tickets

Nothing arrives in the bell unless your workspace has set it up. An administrator configures who is notified and when:

• Ticket triggers notify the assignee or a group when a ticket changes — see Using Ticket Triggers.
• Automations act on time-based conditions, such as a ticket left open too long — see Setting up automations.
• Slack messages can be posted to a channel when something needs the team's attention — see Using the Slack integration.

Calls also need microphone permission

Sound permission lets you hear the alert; taking a call also needs your microphone. The first time it is required, Pleased shows a Microphone Permission Required dialog with instructions for your browser. See Managing inbound calls.

Settings you might be looking for

Pleased has no personal notification preferences — there is nothing to switch on or off, and the notification sound is the same for everyone. What you receive depends on your role, your groups, and the triggers and automations your workspace has configured.

Related settings that are configurable, but by an administrator rather than by you:

How many chats you can handle at once — Chat > Settings > Agent Settings

Whether chats are assigned automatically — Chat > Settings — chat assignment

Who gets notified about which tickets — Ticket triggers and automations

Your Profile page shows your display name, avatar, role, groups and email address. Your interface language is set from the top bar.

Troubleshooting

No sound at all. Complete the browser steps above, then check your operating system volume and that the correct output device is selected.

Sound works, then stops after a while. The click-anywhere fix only lasts for the session. Use the site-settings route above instead.

Nothing appears on my desktop when Pleased is in another window. That is expected — Pleased alerts you inside the tab only. Rely on sound, and keep Pleased open.

I get no ticket notifications. Someone must configure a trigger or automation to notify you, and you must be the ticket's assignee or a member of the notified group.

I am not being offered chats. This is availability, not notifications — see Going online for customers.