Connection Stability & Browser Tab Sleep

Velaro monitors each agent's real-time connection and automatically protects routing when a browser tab goes to sleep — no customer chats get silently missed because of it.

Why an Agent's 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. A sleeping tab fully stops running — no messages, no notifications, nothing — until the agent switches back to it. This is a browser platform behavior that affects any tab-based web app, not something specific to Velaro.

If an agent's tab was put to sleep while their status showed Available, Velaro automatically detects it the moment they switch back, changes their status to Away so they stop receiving new conversations while unreachable, and restores them to Available as soon as they're active again — no manual action required. This event is visible in the agent's Connection Stability panel and logged for support review.

Preventing Tab Sleep — What an Agent Can Do Themselves (No IT Needed)

Both browsers let an individual agent exempt the Velaro console from tab sleep in their own browser settings, without any admin involvement:

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

Other options:

• Keep the Velaro tab visible and in focus while on duty — what matters is whether it's the active tab, not how long it's been open.
• Use the Velaro desktop app for agents who frequently multitask across other windows — it runs outside the browser's tab-sleep system entirely.
• Installing Velaro as a browser "app" (PWA) does not prevent tab sleep.

Organization-Wide Fix (IT / Admins)

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 — SleepingTabsBlockedForUrls Group Policy (GPO or Intune). Edge-only policy name; Chrome has no policy of this exact name.
• Google Chrome — TabDiscardingExceptions enterprise policy (or the older HighEfficiencyModeEnabled/MemorySaverModeSavings policies depending on Chrome version), deployable via GPO or Chrome Browser Cloud Management.

Poor Internet Connectivity

Separate from tab sleep, Velaro also detects and surfaces warnings when an agent's connection to the real-time messaging service is unstable (frequent reconnects, a dropped connection not recovering). These are also visible in the Connection Stability panel.