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 additional application (example: BMC Helix Business Workflows) 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—All versions, except incognito mode for version 49 and later.
- Microsoft Edge—Version 38.14352 and later.
- Internet Explorer—Version 12 and later.
Behavior for new message notifications
Browser | Notification scenario | Example |
---|---|---|
Mozilla Firefox | Clicking the pop-up notification opens the Live Agent Console tab. | |
Google Chrome | Clicking the pop-up notification closes the popup window. | |
Microsoft Edge | Clicking the pop-up notification closes the popup window. |
Behavior for SLA violation notifications
Browser | Notification scenario | Example |
---|---|---|
Mozilla Firefox | Clicking the pop-up notification opens the Live Agent Console tab. | |
Google Chrome | Clicking the pop-up notification closes the popup window. | |
Microsoft Edge | Clicking the pop-up notification closes the popup window. |
To enable or disable notifications
To allow notifications from Live Chat, agents must set up their computer and browser to allow notifications.
Important
You do not need to perform these steps to receive notification when end user cancels the live chat request.
- Confirm that 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 from 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
- (Enable notifications) Grant permission for notification in the browser prompt message, as shown in the following example:
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