Live Chat | Fixing muted browser notifications

After the latest security updates, some browsers now mute sound from inactive tabs. If you are experiencing problems with chat sound playback, make sure your browser is properly configured. Also check for other possible blockers.


1. Basic information
2. How do you restore notification sounds in inactive tabs?

  1. Check Chrome/Firefox settings
  2. Unmute the website
  3. Check computer volume
  4. Disable Focus Assist/Do Not Disturb

1. Basic information

As browsers evolve, they make improvements for users. In the latest update, some browsers have introduced default sound muting from inactive tabs. In practice, this means that a live chat operator may not hear the notification prompt when using another tab. This can translate into a slower user experience and lower customer service rating on your site.

2. How do you restore notification sounds in inactive tabs?

There are a few reasons why a sound may be disabled. Below is your guide on how to re-enable them.

A. Check Chrome/Firefox/Safari settings

To check if your browser is set properly, follow those steps:

  1. Check if the sound icon is enabled.
  2. Click it to enable sounds if it is grayed out.
  3. Check if your browser allows the site to auto-play sounds. To do this, click the icon next to the URL bar (on the left) and look at site-specific settings for Sound. It should be set to Allow.
  4. You may also click Site Settings and manually change Sound setting to Allow.
  5. Reload the page.

B. Unmute the website

The problem might be as simple as a muted tab. To unmute the tab, right-click on it and then select Unmute Site.

C. Check computer volume

Sometimes, users unwittingly lower the computer’s volume and so cannot hear notifications. Try using the computer’s dedicated mute/unmute button to change this setting. If your device lacks this button, use the volume up button on your keyboard or volume icon on the taskbar to unmute your computer or adjust sound volume.

D. Disable Focus Assist/Do Not Disturb

Both Windows and MacOS have versions of the Do Not Disturb mode. To disable it in Windows:

  1. Go to Settings > System > Focus assist.
  2. Select Off.

On Mac:

  1. Click the Control Center icon in the top-right corner of menu bar.
  2. Toggle off the Do Not Disturb option. 

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