When a customer initiates a chat, you have 60 seconds to accept the request through your Call/Chat Monitor.

To receive and answer chats successfully, your monitor must remain open and active at all times.

If you’re missing chat alerts, unable to answer chats, or experiencing message delivery issues, follow the steps below.

🔔 Not Hearing Chat Alerts

If you’re receiving missed chat notifications but never heard a ring:

1️⃣ Test Your Sound

• Go to My Keen > My Availability

• Select Test Sound (or use the Test Sound option in your monitor)

• You should hear a sample incoming chat ring

If you do not hear the test sound:

2️⃣ Check Basic Audio Settings

• Confirm your computer volume is turned up

• Check headphones or Bluetooth connections

• Make sure you can hear sound from other websites (like YouTube) in the same browser

If you cannot hear sound in your browser, review your browser notification and sound permissions below.

⚙️ Enable Browser Sound & Notifications

If you are not hearing alerts, confirm your browser permissions are enabled.

🖥️ Windows Computers (Chrome)

1. In your monitor window, click the 🔒 Lock icon next to the URL (keen.com/app/monitor)

2. Select Site Settings

3. Set the following to Allow:

   • Sound

   • Notifications

   • Microphone (only required if using Voice to Text)

4. Return to the monitor and click Reload

5. Click the Lock icon again to confirm permissions are active

🍎 Mac Computers (Safari)

1. Open Safari and visit www.keen.com

2. Select Safari > Settings (Preferences) from the top menu

3. Click the Websites tab

Enable:

• Auto-Play → Set Keen.com to Allow All Auto-Play

• Notifications → Set Keen.com to Allow

• Microphone (if using Voice to Text) → Set to Allow

Settings save automatically.

💻 Trouble Answering Chats

If chats are ringing but you cannot answer them:

✅ Keep Only One Monitor Open

• Close all extra Keen tabs or browser windows

• Only one monitor should be open at a time

• Restart your browser if needed

Multiple tabs can cause the monitor to refresh and prevent connections.

✅ Close Chat Windows After Each Session

Always fully close the chat window once a session ends to prevent lingering open connections.

✅ Use a Supported Browser

For best performance:

• 🌐 Google Chrome (recommended — Voice to Text works only on Chrome)

• 🧭 Safari (Mac computers)

✅ Use a Stable Internet Connection

Weak Wi-Fi or unstable cellular data can:

• Prevent chat requests from connecting

• Cause chats to disconnect

• Delay message delivery

✅ Use One Device at a Time

If you are logged in on:

• Desktop + Mobile App

• Two browsers

• Two devices

Chat notifications may ring on both devices, which can cause confusion or connection errors.

👉 We recommend signing in on only one device at a time.

📩 Messages Not Delivering or Sending

If messages appear stuck:

• Monitor sent messages closely

• If a message does not show as delivered within 20–30 seconds, there may be a connection issue

• Try resending the message

Also:

• Ensure your internet connection is stable

• Close the chat window fully after sessions end

📱 Using Keen on Mobile

For the best customer experience — especially when working with new customers — we strongly recommend using a desktop or laptop computer to take chats. A full keyboard allows for faster, more accurate typing and smoother communication. Please note: taking chats is not enabled for the mobile website. 

🆘 Still Need Help?

If you have completed the steps above and continue experiencing chat issues, please contact Support and provide:

• Usernames, dates, and times of affected chats

• The device used (Desktop, Laptop, iOS App, Android App)

• Your internet or cellular provider

• Any error messages received

Providing this information allows us to investigate more quickly.