This documentation supports the 20.02 version of BMC Live Chat.
To view an earlier version, select the version from the Product version menu.

Receiving notifications for incoming chats or messages

 BMC Live Chat notifies support agents in Remedy with Smart IT (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.
  • In Smart IT, notifications can be received only for websites that have installed the Secured Socket Layers (SSL) certificates.
  • As an administrator, you can change the source name (application name) displayed in the the notifications.

Notification types for incoming chats or messages

The following table describes the type of notifications that are sent by BMC Live Chat:

Agent's windowNotification scenarioNotification type

Agent is in the agent console in Smart IT

  • New chat is added to the queue.
  • The Transferred queue changes.
  • (If the Agent Auto Accept option is enabled), the My chats queue changes.
  • (If the Agent Auto Accept option is disabled), the Pending queue changes.
  • Visual

Agent is in the agent console in Smart IT but not in an existing chat window

  • New message is added to the existing chat.
  • Visual

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)

  • The Transferred queue changes.
  • (If the Agent Auto Accept option is enabled), the My chats queue changes.
  • (If the Agent Auto Accept option is disabled), the Pending queue changes.
  • Audio and visual.
    The following notification message is displayed:
    Incoming chat message
  • The word New is appended to the browser tab name to indicate a chat notification.
  • New message is added to the existing chat.
  • Audio and visual.
    The following notification message is displayed:
    Username has sent you a new message: message
  • The word New is appended to the browser tab name to indicate a chat notification.

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 receive notifications for incoming chats or messages

To allow notifications from BMC 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.

  1. 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
  2. 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:

Related topic

Interacting with chat users

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Comments

  1. Stuart Rushton

    Hi, Can anyone confirm if this is available in 1908 and 1911?

    Jul 09, 2020 06:21
    1. Aaditi Lakade

      Hello, Stuart Rushton

      This feature is available in 19.08 and 20.02; not in 19.11. 

      The doc link in 19.08 is Receiving notifications for incoming chats or messages.

      Thanks, 

      Aaditi

      Jul 10, 2020 05:03