Receiving notifications for incoming chats or messages
Live Chat notifies support agents in Smart IT of incoming chats and new messages in an existing chat in the following scenarios:
- Agents are on a browser tab other than the agent console in Smart IT.
- Agents have minimized the browser in which the agent console in Smart IT is open.
- Another application is open.
Important
Notifications of incoming chats or messages are not sent to support agents in BMC Helix Business Workflows.
Notification types for incoming chats or messages
The following table describes the type of notifications that are sent by Live Chat:
Agent's window | Notification scenario | Notification type |
---|---|---|
Agent is in the agent console in Smart IT |
|
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Agent is in the agent console in Smart IT but not in an existing chat window |
|
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Agent is not in the agent console in Smart IT (Agent has minimized the Smart IT tab or is in a window or tab other than Smart IT) |
|
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Browser support for notifications
The following browsers are supported:
- Mozilla Firefox
- Google Chrome—From version 49, notifications do not work in the incognito mode.
- Microsoft Edge—Version 38.14352 and later are supported.
- Internet Explorer—Version 11 and earlier are not supported.
To enable or disable notifications
To allow notifications from Live Chat, agents must set up the computer and browser to allow notifications.
Important
You do not require to perform these steps to receive notification when end user cancels the live chat request.
- Check your computer configuration to allow notifications by performing one of the following steps:
- For Windows 10, allow or block notifications
- For macOS X, allow or block notifications
- Open the browser in which you want to access the agent console in Smart IT and perform one of the following steps:
- In Google Chrome, allow or block notifications
- In Mozilla Firefox, allow or block notifications
- In Microsoft Edge, allow or block notifications
You receive notifications when you grant permission for notifications in the browser prompt message, as shown in the following example:
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