Receiving notifications for incoming chats or messages

Live Chat notifies support agents and supervisors 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.
An agent requests for assistance and the supervisor is on a browser tab other than the Live Chat dashboard.

Agents can also receive SLA warning or SLA breach notifications when working in Live Chat

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 or supervisor's window	Notification scenario	Notification type
Agent is in the agent console in Smart IT	New chat is added to the queue. An agent is invited by another agent to join a chat session. The Transferred queue changes. (If the Agent Auto Accept option is turned on), the My chats queue changes. (If the Agent Auto Accept option is turned off), the Pending queue changes. (If the Agent Auto Accept option is disabled), SLA warning or SLA breach (chats stays in the queue longer than the defined SLA).	There is no specific notification for these. They occur within the Live Agent Console tab and are obvious to the agent, who currently has the console open and active. Pop-up notification appears.
Agent is in the agent console in Smart IT but not in an existing chat window	New message is added to the existing chat. SLA violation	There is no specific notification for this. The events occur within the Live Agent Console tab and are obvious to the agent, who currently has the console open and active. Pop-up notification appears.
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. (Agent Auto Accept option is enabled), the My chats queue changes. (Agent Auto Accept option is disabled), the Pending queue changes. SLA violation occurs. Incoming chat invites	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, as shown in the following image: Pop-up notification appears.
	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.
Supervisor is not on the Live Chat dashboard tab in Smart IT (Supervisor has minimized the Smart IT tab or is in a window or tab other than Smart IT) Important: Administrators do not receive this notification	Agent clicks the Need Assistance flag. Important: A notification is not triggered when the agent disables the Need Assistance flag or when the supervisor turns off the assistance request.	Audio and visual. The following notification message is displayed: Username has requested your assistance for Session Id The word New is appended to the browser tab name to indicate a chat notification, as shown in the following image:

The following table describes the type of notifications that the end user receives:

End user's window	Notification scenario	Notification type
End user is not active on the chat window.	End user receives messages from the Agent and is notified whenever new message come in.	Audio and visual Notification window appears. A message preview appears.

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 opens the Live Agent Console tab.
Microsoft Edge	Clicking the pop-up notification opens the Live Agent Console tab.

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.

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.

Before you begin

Make sure that the administrator has configured the following settings:

In Smart IT, installed the Secured Socket Layers (SSL) certificates.

In Live Chat, configured the notification settings.

To enable or disable notifications

To allow notifications from Live Chat, agents must set up the computer and browser to allow notifications. You are not required to perform these steps to receive notifications when end user cancels the live chat request.

You receive notifications when you grant permission for notifications in the browser prompt message, as shown in the following example: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
  
  Important
  Browser notifications may be hidden if Windows and MacOS are running on focus modes.

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

notifications prompt and messages.png