If you use the Velaro LiveFluence (V11) desktop client and also have browser notifications turned on for app.velaro.com, you can get two alerts for every new chat: one from the desktop client and one from your browser. This article explains why that happens, which one to keep, how to turn browser notifications off in each common browser, and every alert setting in the V11 console that changes what you see.

This article is for Velaro LiveFluence (V11), where you sign in at app.velaro.com. If you sign in at messaging.velaro.com, see Avoid Double Alerts From Your Browser and the Velaro Messaging Desktop App (V27).

Why you can get two alerts

Velaro sends each new chat, message and transfer to every place you are signed in. That is on purpose: if one place is asleep, closed or offline, another still alerts you, so a chat is not missed.

Modern browsers add a second layer. When a website asks to show notifications and you choose Allow, the browser remembers that choice for that site, in that browser and profile, and keeps allowing it until you change it. The browser then shows operating system notifications for the site whenever the page asks.

The desktop client is a separate program with its own alerts. A browser and a desktop program cannot see each other, and for your safety a website is not allowed to look at what other programs on your computer are doing. So when the console in your browser tab and the desktop client are both open, each one decides on its own to alert you. Neither knows the other already did. The result is two notifications for one event.

In V11 the browser alert comes from the console while it is open in a browser tab, including a tab that is in the background. If the console is not open in a browser, the browser does not alert you for V11 chats.

Which one should you keep

For most agents, keep the desktop client and turn browser notifications off for app.velaro.com.

If you work from a shared or borrowed computer, use the browser and skip the desktop client on that computer. The only thing to avoid is running both at once with browser notifications allowed.

Turn browser notifications off for Velaro

Do this in the browser where you used to sign in to the console. If you used more than one browser, or more than one profile, repeat it in each.

Google Chrome

1. Open the console at app.velaro.com in Chrome.
2. Choose the icon at the left of the address bar (it looks like two sliders or a padlock).
3. Choose Site settings.
4. Find Notifications and change it to Block.

You can also paste chrome://settings/content/notifications into the address bar, find app.velaro.com under Allowed to send notifications, choose the three dots next to it, and choose Block or Remove.

Microsoft Edge

1. Open the console at app.velaro.com in Edge.
2. Choose the padlock at the left of the address bar, then Permissions for this site.
3. Change Notifications to Block.

You can also paste edge://settings/content/notifications into the address bar, find app.velaro.com under Allow, choose the three dots next to it, and choose Block or Remove.

Mozilla Firefox

1. Open the Firefox menu, then Settings.
2. Choose Privacy & Security and scroll to Permissions.
3. Next to Notifications, choose Settings.
4. Find app.velaro.com, change its status to Block, and choose Save Changes. Choose Remove Website instead if you would rather be asked again later.

Apple Safari on a Mac

1. In Safari, open the Safari menu, then Settings.
2. Choose Websites, then Notifications in the left list.
3. Find app.velaro.com and change it to Deny.

Brave

1. Paste brave://settings/content/notifications into the address bar.
2. Find app.velaro.com in the allowed list, choose the three dots, and choose Block or Remove.

Check that it worked

Reload the console. In Chrome, Edge and Brave, the icon at the left of the address bar should show notifications as blocked. Ask a coworker to start a test chat in your queue. You should get one alert, from the desktop client.

If you ever want browser alerts back, change the same setting to Allow.

Turning off everything for one browser

Windows and Mac let you turn notifications off for a whole browser. In Windows, open Settings, System, Notifications, and switch the browser off. That silences every website in that browser, not only Velaro, so use it only if that browser is not used for anything else you need alerts from.

Alert settings in the V11 console

Open your profile from your name at the top right of the console. The settings below control what you see, hear and receive. None of them replaces the browser permission above: if the browser is allowed, browser alerts are still shown.

General notification settings

• Show new message alerts. Alerts you when a visitor sends a message in a chat you are handling.
• Visual alerts when unavailable. Keeps showing alerts while your status is not Available.
• Disable queue alerts at max chats. Stops new queue alerts once you are at your chat limit.
• Shadow chat alerts. Controls the alert for chats you are watching or joining as a shadow.

External notifications

• Get chat notifications via email. Sends an email when a chat arrives.
• Get chat notifications via text. Sends a text message when a chat arrives.
• Receive text/email notifications while logged out. Sends those emails and texts only when you are not signed in.

These go to your email and phone, not to the browser or the desktop client. They do not cause a double alert on your computer.

Toast notification settings

Toasts are the pop-ups that appear inside the console page itself. They are not browser notifications.

• Visual alerts shown as sticky. The toast stays until you close it.
• Show alerts for. How long a toast stays on screen when it is not sticky.

Desktop application notification settings

• System tray alerts. Shows alerts from the desktop client in the Windows system tray area.
• Display new/transferred engagement alerts until acknowledged. Keeps a new or transferred chat alert on screen until you respond to it.

Sounds

• Sounds enabled. Turns alert sounds on or off.
• Repeat alert sounds. Repeats the sound until you answer.
• Sounds when unavailable. Plays sounds even when your status is not Available.
• New chat sound, New message sound, New call sound. Pick the sound for each event, and use the play button to preview it.
• Visitor sounds enabled and New visitor sound. A sound when a new visitor arrives on your site.

If you hear a sound twice, both the console tab and the desktop client are open. Close the console tab in the browser, or sign out of the browser console, and keep only the desktop client.

Quick fixes

• I get two alerts for every chat. Turn browser notifications off for app.velaro.com using the steps above, or close the console tab in your browser.
• I get no alerts at all after turning them off. Make sure the desktop client is open and signed in, your status is Available, and Windows Do Not Disturb or Focus assist is off.
• The console in my browser says browser notifications are off. That is expected after you turn them off. If you use the desktop client you can ignore it.
• The console suggests I use the desktop client. The desktop client is the recommended way to run V11. Download it from velaro.com/downloads.html.

To pick the right desktop app for your version, see Velaro Desktop Apps: Which One to Install.