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	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. SLA violation	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.	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. 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.

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:

notifications prompt and messages.png