Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Receiving notifications for incoming chats or messages

Live Chat notifies support agents in BMC Helix ITSM: 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 BMC Helix ITSM: Smart IT.
  • Agents have minimized the browser in which the agent console in BMC Helix ITSM: Smart IT is open.
  • Another application is open.

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's window

Notification scenario

Notification type

Agent is in the agent console in BMC Helix ITSM: 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).
  • Visual

Agent is in the agent console in BMC Helix ITSM: 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 BMC Helix ITSM: Smart IT

(Agent has minimized the BMC Helix ITSM: Smart IT tab or is in a window or tab other than BMC Helix ITSM: 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.
  • SLA warning or breach
  • 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:

(New) browser notification.png

  • 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.

Before you begin

Make sure that the administrator has configured the following settings:

  • In BMC Helix ITSM: Smart IT, installed the Secured Socket Layers (SSL) certificates. 

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.

  1. 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:
  2. Open the browser in which you want to access the agent console in BMC Helix ITSM: Smart IT and perform one of the following steps:

notifications prompt and messages.png

Related topics

Interacting-with-chat-users

Defining-service-level-agreements

 

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