Does the website chat pop up on its own when the agent replies?
Yes — this is the default behavior of the Web Widget.
What happens in practice
When the agent (or ClaudIA) replies and the customer has the chat closed:
- The widget opens an unread message pop-up above the bubble, with a preview of the reply.
- The bubble gets an unread indicator.
- A notification sound plays.
Clicking the pop-up opens the chat on the conversation and marks the messages as read. If the customer already has the chat open, there is no pop-up: the message appears directly in the conversation.
This applies both to replies from a human agent and from ClaudIA — any outgoing message visible to the customer.
How to turn it off or back on
The pop-up is controlled in the widget installation script on your website, through the showUnreadMessagesDialog key. The default is on; to turn it off, set that key to false in the widget settings inside the script.
With the pop-up turned off, the customer still gets the unread indicator on the bubble — only the preview no longer appears.
This setting lives in your website's code, not in the Cloud Chat panel. You need the team that maintains the website to change it.
To open the full chat, not just the pop-up
This is not a panel option. To open the full window automatically, the website needs to listen to the widget's new message event (cloudchat:on-message) and call the function that opens the chat (window.$cloudchat.toggle). This is an implementation on the website, done by the development team.
Opening the full window over the customer's screen without them asking is intrusive and usually makes the experience worse. The pop-up with a preview exists to get attention without hijacking their browsing.