Use the Tracy desktop app when you prefer an application window and computer-specific controls such as system notifications and app updates. It connects to the same Tracy service used in your browser.
Do I need the desktop app to use Tracy?
You can use Tracy in your web browser or install the desktop app and sign in with the same Tracy account to access the same sites.
Installing the app does not create another Tracy account or change your access to a site. Your Owner, Editor or Viewer role still determines what you can do. A missing site may mean that you signed in with a different account or have not accepted its invitation. See Sign in and beta access and Team, roles and invitations.
AI accounts connected to your Tracy account can work in the app and on the web. They are separate from your Tracy sign-in. Read AI accounts, models and limits for those connections.
Does the desktop app work offline?
The desktop app needs an internet connection to use Tracy’s service; installing it does not turn your computer into a website host or an offline website editor.
An application window opening successfully does not prove that Tracy can reach its service or your website. If the app cannot connect, follow the connection checks below rather than assuming that your website has been deleted or moved onto your computer.
Which download should I choose?
The download page offers Tracy for macOS, Windows and Linux, with files for the computer types listed below.
| System | Download offered | Requirement stated on the download page |
|---|---|---|
| Mac computers | Universal .dmg for ARM64 and x64 computers | Requires macOS 13 or later |
| Windows | Separate x64 and ARM64 .exe installers | Windows 10 or 11, 64-bit |
| Linux | Separate x64 and ARM64 files in both .AppImage and .deb formats | No minimum Linux version is stated |
Open Download Tracy and select the file matching your system and processor type. Use the current links on that page rather than an installer copied from an unknown source. The offered files and requirements can change, so check the download page again when installing on another computer.
If a security warning prevents installation, keep the warning and verify that the file came from the official download page. Do not disable your computer’s security protection or run an unknown replacement to continue. Share the exact warning through Tracy Discord if you cannot establish what to do safely.
Why does sign-in open my browser?
The desktop app and your browser keep separate sign-in sessions, so being signed in on the web does not automatically sign you in to the app.
- Start signing in from the desktop app.
- When the app shows “Finish signing in in your browser”, continue in the browser it opened.
- Sign in in the browser when requested. If signing in by email, enter the email sign-in code there. The email code and the match code serve different purposes.
- Before approving, check that the browser’s match code is identical to the “Match code” shown in the app. Check the account and the requesting computer, then approve only the request you intended.
- Return to the app. Its waiting window continues after approval completes.
The match code helps you check that you are approving the desktop sign-in you started. Do not approve a request you did not start, a different code or an unexpected computer. Use “Cancel” in the app and start again if the request is wrong or has expired.
If the browser says you are signed in but the app still waits, check that you completed the approval for the current request. Cancelling, declining or letting a request expire does not sign in the app. Check the displayed result and start a new sign-in attempt when needed; signing in repeatedly in an unrelated browser tab does not complete the app’s request.
Why does setup appear on another computer?
The desktop app remembers completion of Getting started on that computer, rather than treating setup on the web or another computer as completion here.
Setup includes “Sign in”, “Pick your AI account”, “Appearance & language” and “Notifications”. Seeing setup again on another computer does not mean your sites or account have been lost. Your connected AI accounts belong to your Tracy account, while desktop notification preferences belong to the computer.
You can reopen “Getting started” from the account menu where it is shown. For interface appearance and language choices, see Settings and languages. Some environments hide setup or Settings controls; report a missing control with the environment where it occurs.
Can the app notify me when Tracy finishes?
With desktop notifications enabled on a supported computer, the app can show a system notification for a live agent outcome when no Tracy window is in front.
Open your account menu at the bottom of the left column, choose “Settings”, then “Notifications”. Under “Desktop”, turn on desktop notifications for that computer. Use “Sound” where offered or keep “System Default”, then use “Send a test notification” to check the system alert.
These controls are separate from the account’s Inbox and Email preferences. The Desktop row is not shown in the web browser. A selected sound is applied to desktop alerts on macOS; Windows and Linux use the system’s notification sound behaviour.
The app follows live outcomes in conversations it is connected to. An alert can report completion, an error, cancellation or a request for your input or approval. It does not replay old outcomes when history loads or the connection returns. Keeping the app closed does not provide these live alerts.
Any Tracy window in front suppresses normal completion alerts. The test can run while Tracy is in front, so it does not test that suppression rule. If no banner or sound appears, check the operating system’s notification permission and quiet-mode settings. Sending a test does not prove that the operating system displayed or played it. See Inbox and notifications for the full rules.
A completion alert means the agent’s turn ended; it does not prove the website change is correct. AI can make mistakes. Not every change can be undone, and external effects cannot be recalled. Review the website and See what Tracy changed before accepting the result.
Does every desktop copy update itself automatically?
Update behaviour depends on the operating system and the installed copy, so follow the status and actions shown in Help & about.
Open “Settings”, then “Help & about”. The page shows the server build, the app version and “Desktop app updates” where supported. Use “Check for updates” to request a check. An unchecked copy is not confirmation that you have the latest version.
Where offered, “Check for updates automatically” enables periodic update checks. Checking, downloading and installing are different stages:
- A macOS copy that supports replacing itself, or a Linux AppImage, can prepare a downloaded update to install when you quit. Follow the displayed status, including any preparation still in progress. You can also use “Restart to update” when offered.
- On Windows, a downloaded update offers “Restart to update” to install it. Do not assume that closing a window silently installs it.
- A Linux
.debinstallation requires downloading and installing the replacement package. A macOS copy that cannot replace itself also offers a manual download instead. - A copy that does not support self-updating must be replaced using an appropriate download. A newer copy may be needed if the app says to update before managing updates here.
If checking or downloading fails, check your connection and use “Try again” when offered. If installation fails, read the error and use the offered retry or official download rather than treating a completed download as a completed installation.
Release notes in Help & about describe the desktop app version. They are different from your website’s changes and release history. Updating the web service also differs from updating the installed app; the web interface receives its version from Tracy’s service.
What if I see Update required or cannot connect?
“Update required” means that the installed app version is no longer supported under the service’s version policy. Install the minimum version shown or a newer one before continuing. Use “Update” when offered, or “Download” and install the replacement manually.
Turning off automatic update checks does not disable required-version checks. Those checks can still run without starting an update download. If the app cannot verify its version policy while offline, reconnect and use “Retry”. If no suitable update can be obtained or installation fails, keep the exact error for support.
“Can’t connect” means that the app cannot reach its server. Check your internet connection, then use “Retry”. Record the displayed error code if the problem continues. Try Tracy in your browser to help distinguish an app connection problem from a broader service or account problem. A connection failure alone does not prove that your website is down. See Site not loading for website-specific checks.
How do I keep my desktop sign-in safe?
Protect your computer account, and sign out of the app on a shared computer.
The app keeps its own local sign-in session, separate from your browser.
The app also keeps local preferences such as setup completion and desktop notification choices. Update checks can send an installation identifier, update channel, app version, platform, processor architecture and operating system version. This is separate from your site’s content and from your account’s AI connections. Read Security and your data for the wider data and access guidance.
For a persistent installation, sign-in, notification or update problem, contact Tracy Discord. Include your operating system and processor type, the app version, the exact error, the action you tried and the time with its time zone. Remove passwords, tokens, sign-in codes, match codes and private customer information before sharing screenshots or copied details.
Frequently asked questions
Do I need the desktop app to use Tracy?You can use Tracy in your web browser or install the desktop app and sign in with the same Tracy account to access the same sites.
Does the desktop app work offline?The desktop app needs an internet connection to use Tracy’s service; installing it does not turn your computer into a website host or an offline website editor.
Which download should I choose?The download page offers Tracy for macOS, Windows and Linux, with files for the computer types listed below.
Why does sign-in open my browser?The desktop app and your browser keep separate sign-in sessions, so being signed in on the web does not automatically sign you in to the app.
Why does setup appear on another computer?The desktop app remembers completion of Getting started on that computer, rather than treating setup on the web or another computer as completion here.
Can the app notify me when Tracy finishes?With desktop notifications enabled on a supported computer, the app can show a system notification for a live agent outcome when no Tracy window is in front.
Does every desktop copy update itself automatically?Update behaviour depends on the operating system and the installed copy, so follow the status and actions shown in Help & about.