Notifications

Flametree notifies people in several ways, and each is set up in a different place. This page maps them all: what each notification covers, where to turn it on, and where the full instructions live.

Use it to:

• Get alerted when a session is assigned to you or a customer replies, even while the portal tab is in the background.
• Notice waiting operator conversations from another browser tab.
• Forward session events to your own systems with per-agent push notifications.
• Reach customers in your own mobile app with push notifications.

Before you start

• You are signed in to the portal.
• Your role matters: some roles cannot change profile settings or edit agents, and the Human Agents menu item is not shown to every role.
• Browser notifications must be supported and allowed by your browser — the portal cannot grant the permission for you.

Notification types

Notification	Audience	Where to set up
Browser notifications	Portal users who handle sessions	The dialog at sign-in, or the Profile page
Menu and tab badge	Human agents watching for escalations	Nothing to set up
Per-agent push notifications	Your own systems, at an HTTP endpoint you provide	The agent page in Advanced mode
Mobile push	Customers in your own mobile app	API integration

Turn on browser notifications

Browser notifications are system notifications from your browser. They arrive even when the application is closed, as long as the browser is running, and they cover the operator workflow:

Event	Notification
A session is assigned to you	You have new session assigned.
The customer writes in a session you handle	New message: followed by the message text

Click a notification to open the portal.

There are two ways to turn them on:

• At sign-in. When you open the portal and notifications are neither enabled nor blocked, the Enable notifications dialog appears. Click Allow notifications and accept the browser prompt. If you close the dialog instead, it does not return — use the Profile page.
• From your Profile. On the Profile page, click Enable notifications in the page header and, if the browser asks, allow notifications. The confirmation Successfully subscribed to push notifications appears.

Check the permission state

The button label in the Profile page header shows the current state in this browser:

Button label	State
Enable notifications	Notifications are not enabled in this browser yet. Click the button and, if the browser asks, allow notifications.
Notifications enabled	This browser receives notifications. To turn them off, use the browser's site settings — the portal cannot change the browser permission for you.
Notifications blocked	The browser blocks notifications for the portal site. Allow them in the browser's site settings; the portal cannot override this.

note

The permission and the subscription are per browser. Enable notifications in every browser, and on every computer, where you want alerts. On some deployments the button does not appear, because browser notifications are not set up there.

Track waiting conversations with the tab badge

If your role includes the Human Agents workspace, the portal shows where escalated conversations wait — no setup needed:

• The Human Agents item in the left menu carries a badge with the number of active conversations in the operator workspace.
• While you work in another browser tab and at least one conversation is in the workspace, a red dot marks the portal icon on the browser tab. The dot disappears when you switch back to the portal.

The badge works independently of browser notifications. Combine them: the tab badge for ambient awareness while you multitask, browser notifications for assignments and replies that need you now.

Send session events to your own endpoint

Per-agent push notifications deliver session events to an HTTP endpoint you provide — use them to drive your own alerting, a mobile app backend, or any integration. Each time a selected event occurs in one of the agent's sessions, Flametree sends an HTTP POST request to your URL with the configured headers; the JSON body names the event and carries the session ID, the customer ID, and the message text.

To configure them:

1. Open the agent and switch to Advanced mode with the toggle in the upper-right corner of the agent page.
2. In the Advanced card, find Set push notification configuration and click the plus button. The Push Notification Configuration window opens.
3. Keep Enabled switched on.
4. In URL, enter the endpoint that receives the events — for example, https://example.com/webhook.
5. Under Headers, add any HTTP headers your endpoint expects, such as an authorization header: enter the name and the value, and select Secret for sensitive values. Add Header adds another row.
6. In Events, select at least one event — see the table below.
7. Click Save in the window, then click Save on the agent page.

Event	Sent when
New Session Started	A new session is created.
AI Assistant Message	The AI assistant sends a new message. Replies sent by a human agent are delivered as this event too.
User Message	The customer sends a new message.
Transferred to Live Agent	The session is transferred to a human operator.

tip

To pause delivery without losing the configuration, open the window again, switch Enabled off, and save both the window and the agent.

Reach customers in your mobile app

Push notifications in your own mobile app can serve as an outreach channel. The per-agent push configuration above delivers the agent's message event to your backend, your app presents it to the customer as a push notification, and the conversation continues as a session on the Mobile channel in Sessions. There is no ready-made connection for this in Settings > Channels, where the standard messaging channels live — your development team integrates the app against the platform API instead. See the API reference.

Common issues

• The Enable notifications button does not appear on the Profile page. Browser notifications are not set up on this deployment.
• The button reads Notifications blocked. Your browser blocks notifications for the portal site. Allow them in the browser's site settings — the portal cannot do this for you.
• The button reads Enable notifications but is disabled. Your role does not allow changing this setting.
• Notifications arrive on one computer but not another. Subscriptions are per browser. Repeat the setup in each browser you use.
• You enabled notifications but expected alerts for other events. Browser notifications cover sessions assigned to you and customer replies in them. For new sessions, AI replies, or transfers, configure per-agent push notifications to your own systems.
• Your endpoint receives no events. Check that Enabled is on and events are selected, that you clicked Save both in the window and on the agent page, and that the URL is reachable from the internet. Delivery is a single attempt with a short timeout — the endpoint must respond quickly.
• The Human Agents badge does not clear. It counts conversations currently in the operator workspace, not unread messages. It clears when those conversations are resolved.

Related pages

• Profile — turn on browser notifications
• Human Agents — the workspace behind the menu and tab badge
• Advanced mode — the agent page where you configure push notifications
• Settings > Channels — connect and manage messaging and voice channels
• Sessions — conversations from every channel, including Mobile