Velaro shows connection alerts to agents and logs connection history so poor internet connectivity, browser tab sleep, and other causes of message delay are easy to tell apart — and so you know exactly what Velaro is already doing about each one.

Why Your Status Might Change to Away on Its Own

Modern browsers (Edge, Chrome) put inactive background tabs to sleep after several minutes to save battery and memory. When your Velaro tab is put to sleep, it fully stops running — no messages, no notifications, no background activity of any kind — until you switch back to it. This is a browser behavior that affects any tab-based web app, not something specific to Velaro.

If your tab was put to sleep while your status showed Available, Velaro automatically:

• Detects the sleep the moment you switch back to the tab
• Changes your status to Away so you stop being assigned new conversations while you were unreachable
• Automatically restores you to Available as soon as you're active again — no action needed on your part

This protects customers from being routed to an agent who can't actually respond. You can see a record of these events any time in your Connection Stability panel (in your profile/status area).

How to Prevent Your Tab From Sleeping — No IT Needed

You can exempt the Velaro console from tab sleep yourself, in your own browser settings, in under a minute:

• Microsoft Edge — Settings → System and performance → "Never put these sites to sleep" → Add → enter your Velaro console URL.
• Google Chrome — Settings → Performance → Memory Saver → "Always keep these sites active" → Add → enter your Velaro console URL.

You can also:

• Keep the Velaro tab visible and in focus while you're on duty — not minimized, and not behind other windows. What matters is whether it's the tab you're actively looking at, not how long it's been open.
• Use the Velaro desktop app if you frequently multitask across other windows. It runs outside the browser's tab-sleep system entirely, so it is never affected by this.

Installing Velaro as a browser "app" (PWA) does not prevent tab sleep.

For IT / System Administrators — Organization-Wide Setting

Rather than relying on each agent to set the exception themselves, IT can exempt the Velaro console URL from tab sleep for every agent at once via managed browser policy:

• Microsoft Edge — the SleepingTabsBlockedForUrls Group Policy (deployable via GPO or Intune). This is an Edge-specific policy name; Chrome does not use this same policy.
• Google Chrome — the TabDiscardingExceptions enterprise policy (older Chrome versions may instead expose this via HighEfficiencyModeEnabled/MemorySaverModeSavings), deployable via GPO or Chrome Browser Cloud Management.

This removes the need for any individual agent to remember to set the exception or keep the tab focused.

Poor Internet Connectivity

Separately from tab sleep, Velaro also detects and displays warnings when your connection to Velaro's real-time messaging service is unstable — for example, frequent reconnects or a dropped connection that isn't recovering. These warnings appear so you understand why message delivery may be delayed, and are also visible in the Connection Stability panel alongside tab-sleep events.

Related

• Custom Agent Statuses and Custom Unavailable Status — how your site configures the specific status name used for auto-idle/away transitions
• Routing & Availability Diagnostics Guide — how missed chats and availability snapshots are logged for administrators