Notifications
Push and desktop notifications alert agents and visitors when new chat activity arrives while they are away from the tab. On Aysali Bot hosted workspaces, push delivery is managed by the platform (OneSignal) — you do not configure API keys or providers in the admin panel.
The help link on Settings → Notifications → Push notifications points here.
Enable push for agents (admin area)
- •
Open settings
Go to Settings → Notifications → Push notifications.
- •
Activate for agents
Enable Active for agents and save.
- •
Reload and allow permission
Reload the admin area. When prompted, allow notifications for your browser. Use Subscribe in the same settings block if the panel asks you to register this device.
| Field | Purpose |
|---|---|
| Active for agents | Send push alerts to offline agents/admins when users message |
| Active for users | Send push alerts to visitors on your website when agents reply |
| Subscribe | Register the current browser for push (agents or testing) |
Enable push for visitors (optional)
- Enable Active for users and save.
- Visitors must allow notifications in the browser when the chat widget requests permission.
- Your site must be served over HTTPS (localhost is allowed for development).
The platform serves the required service worker from your bot host (/sw.js). You do not upload a separate service worker file for standard hosted deployments.
How agent push routing works
When a user sends a message, Aysali Bot chooses who receives push:
| Situation | Who is notified |
|---|---|
| Conversation assigned to a specific agent | That agent only (if offline) |
| Conversation assigned to a department | Offline agents/admins in that department, plus agents with no department |
| No agent assigned | Offline agents/admins (by department rules below) |
| Last agent in the thread | Later messages go to that agent |
Department rules:
- Conversation has a department → only agents assigned to that department (and matching admins).
- No department → only agents with no department assigned.
Other rules:
- Settings → Notifications → Do not send notifications to admins — admins are excluded from push recipient lists when enabled.
- Queue active — push is not sent for user messages while the user is waiting in queue.
- Routing / assigned agent — only the assigned agent receives push; admins may see all conversations in the UI but do not get push for routed chats.
- Dialogflow human takeover — if the chatbot can answer, push is skipped until human takeover is needed.
Subsequent pushes for the same conversation go to the last agent who participated.
When an agent clicks a notification, the admin area opens (or focuses) and selects the conversation. If the admin panel is already open in that browser, a new tab is not opened.
Desktop notifications
Settings → Notifications → Desktop notifications shows browser pop-ups when push for agents is disabled. When Active for agents push is on, desktop notifications for agents are turned off automatically — push replaces them.
| Topic | Behavior |
|---|---|
| Chat page visible | Desktop alerts are not shown to visitors viewing a page that includes the open chat |
| iPhone / iOS | Desktop notifications are not supported; use push and install the admin PWA (iOS 16.4+) |
| HTTPS | Admin and site URLs must use HTTPS (except localhost) |
| Push vs desktop | Active agent push replaces agent desktop notifications |
If desktop notifications fail, use the troubleshooting steps below (permissions, focus, OS settings).
Requirements and limitations
- HTTPS is required on production sites. Localhost is supported for development.
- Desktop / laptop: the browser process must be running to receive push (Chrome can deliver in background if Continue running background apps when Google Chrome is closed is enabled —
chrome://settings/system). - Android: prefer push; classic desktop notifications may be unreliable on mobile.
- iPhone (iOS 16.4+): install the admin area as a PWA and allow notifications; hosted Aysali Bot uses OneSignal (not Pusher Beams) for iOS web push.
- When a visitor clicks a notification, the last page they visited opens and the chat opens automatically.
Troubleshooting
No push in admin
- Confirm Active for agents is saved and reload the admin URL (your tenant
admin.phpover HTTPS). - Allow notifications: Chrome → Privacy and security → Site settings → Notifications.
- Minimize or hide the admin tab — push is not sent when the admin panel is the active, visible tab.
- Check conversation assignment — wrong agent ID or routing can send push to someone else.
- Windows / macOS: ensure OS-level notifications are enabled for your browser (Windows: Notifications settings; verify the browser is not blocked).
Mobile
- Reinstall the admin PWA or restart the device if subscriptions stop working.
- On iOS, use the PWA install flow; Safari tab-only mode is limited.
Still broken on hosted workspaces
Contact Aysali support — push credentials are managed on the platform. Do not delete OneSignal audiences unless support asks you to; for self-managed OneSignal accounts, see OneSignal: reset push permissions.