> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to troubleshoot sound push notification issues

*Understand why sound notifications may not play for new Crisp messages and what alternatives to enable.*

Most sound issues are caused by browser behavior rather than Crisp. Modern browsers often mute hidden tabs after a few minutes to save battery and prevent unwanted sounds.

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# ${color}[#0080dd](Browser sound limitations)

Browsers such as Chrome, Safari, and Firefox can mute tabs that are hidden or inactive. This can prevent a sound from playing even when a new Crisp message arrives.

__Example scenario:__
* **Tab A** → a page with the Crisp chatbox is open
* **Message sent** → you send a message through the chatbox
* **Tab switch** → you switch to another tab, such as Facebook
* **Delayed reply** → the visitor replies after a few minutes
* **No sound** → the browser muted the hidden tab, so no sound plays

This limitation affects Crisp, other chat widgets, and many web apps. It cannot be reliably bypassed from the website side.

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# ${color}[#0080dd](For chatbox visitors)

If a visitor does not hear the chatbox sound and does not read your reply in time, Crisp can still notify them by email when the conversation state allows it.

This fallback helps visitors return to the conversation even when the browser muted the hidden tab.

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# ${color}[#0080dd](For Crisp operators)

For your team, enable push notifications and keep the Crisp Inbox focused when you rely on sound alerts.

__Recommended setup:__
* **Push notifications** → enable them in **Settings → Account → Notifications**
* **Desktop app** → install the Crisp Desktop App from [Crisp Apps](https://crisp.chat/en/apps/)
* **Focused Inbox** → keep the Crisp Inbox focused when expecting sound notifications

||| To receive sound notifications in the Crisp app, keep your Crisp Inbox focused.

![Focused Crisp Inbox for sound notifications](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/sound-notification_1fwedlm.png =1000xauto)