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	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.

The following browsers are supported:

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: