Notifications and Presence

Configuring how you get notified about calls and messages, using break mode, and seeing who is online.

Staying aware of incoming calls and messages is essential during your shift. This guide covers how notifications work, how to customize them, and how to use break mode when you need a pause.

Notification types

The hotline notifies you about incoming calls in three ways:

• Browser ringtone — an audio alert that plays in your browser tab
• Push notification — a system notification that appears even when the browser is minimized
• Tab title flashing — the browser tab title changes to alert you visually

For push notifications to work, you need to grant notification permission when your browser asks. If you accidentally denied it, you can change this in your browser’s site settings.

Customizing notifications

Go to Preferences to adjust your notification settings:

• Toggle the ringtone on or off
• Choose your preferred notification sound
• Adjust volume settings

If you have installed the app as a Progressive Web App, you will get more reliable push notifications compared to a regular browser tab.

Break mode

Sometimes you need to step away during a shift — to use the restroom, take a personal call, or just take a breather. Toggle Break Mode in the sidebar to pause incoming calls.

While on break:

• Calls will not ring your device
• You remain assigned to your shift
• Other staff on the same shift will still receive calls
• Your status shows as “on break” to others

Toggle break mode off when you are ready to take calls again.

Presence indicators

The dashboard shows which staff members are currently online and available. This helps your team know who is around:

• Available — online and ready to take calls
• On break — online but not receiving calls
• Offline — not currently connected

Tips

• Keep your browser tab open during your shift for the most reliable notifications
• If you are not hearing ringtones, check that your browser tab is not muted (right-click the tab to check)
• Use break mode instead of closing the app — it keeps you connected and makes it easy to resume