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How Can I Enable Chat Desktop Notifications for My Agents?

Resolution:

Chat Desktop Notifications help agents working in the Browser UI (BUI) get alerted when the BUI window is minimized or out of focus. This capability includes:

Desktop Notifications for New Chat Sessions

• When the BUI is minimized or out of focus, agents can receive desktop notifications for new incoming chats, transfer invites and conference invites. Agents can accept or decline directly from the desktop notification. If the chat is accepted, then the BUI and the new chat are brought into focus
• Existing Capability: Available since 21C

Desktop Notifications for New Chat Messages

• When the BUI is minimized or out of focus, agents can receive desktop notifications when an end user sends a new message into an active chat. Clicking the notification focuses the BUI, opens the correct conversation, and takes the agent to the first unread message in that chat
• 26B Enhancement: This enhancement is available in the BUI JUNE I release, available on non-production sites May 22, 2026 and on production sites June 26, 2026

Chat Administrator: System Requirements, Feature Set-up & Configuration Steps

System Requirements 

• BUI Release: JUNE I
  • This enhancement is available in the BUI JUNE I release, available on non-production sites May 22, 2026 and on production sites June 26, 2026
• Engagement Panel: Version 19+ must be deployed for the site
• CX Version: A CX update is not required to enable this feature
• Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

Feature Set-up

• Administrators can disable or enable the Chat Desktop Notification capabilities for all chat agents on the interface
• Chat Desktop Notifications are enabled by default for all B2C Service sites with chat enabled
• Agents must allow desktop notifications for the BUI site in their browser. Also ensure Windows notifications are enabled and not suppressed by Focus Assist or on Do Not Disturb. More details are here in Answer ID 12069: Desktop Notification Visibility for Chat in Browser UI.
• Chat Desktop Notifications do not include support for incident notifications

Configuration Steps

1. Login to the Browser UI (BUI)
2. Go to the Navigation menu (upper-left corner)
3. Go to Configuration > Site Configuration > Administration
4. Go to “Chat Configuration”
5. Go to “Live Chat Configuration”
6. Go to the "Chat Desktop Notification Configuration" menu
7. Configure the interface settings for
   1. New Chat Session Desktop Notifications Enabled
   2. New Chat Message Desktop Notifications Enabled
8. The features are enabled when toggled to the right (this is the default setting for both notification types)
9. The features are disabled when toggled to the left
10. Save your changes

Chat Agent: Runtime Experience in Browser UI

Agents must allow desktop notifications for the BUI site in their browser. When prompted during BUI login, select “allow” notifications or enable notifications later via the browser’s site permissions/settings. Ensure Windows notifications are enabled, otherwise notifications may not appear even if BUI settings are enabled. More details are here in Answer ID 12069: Desktop Notification Visibility for Chat in Browser UI.

Desktop Notifications for New Chat Sessions 

If agents are using BUI and logged into chat, and if the BUI is minimized or out of focus, then desktop notifications for new chat sessions, transfer invites and conferences are received. Agents can act directly from the notification (for example, accept a chat or accept/decline invites), which brings the BUI and chat into focus.

Desktop Notifications for New Chat Messages 

When a live chat is in progress and the BUI is minimized or out of focus, then agents receive a desktop notification when an end-user sends a new message. The notification includes:

• Customer name (if not available, then the “anonymous” label is provided)
• Timestamp
• A short preview (typically ~3 lines, controlled by the browser)
• The ability to close or dismiss the notification

When an agent clicks a new chat message desktop notification

• The notification closes
• The BUI is focused
• The correct chat opens in the Engagement Panel
• If multiple unread messages arrived, the conversation is positioned at the first unread message

Behavior notes:

1. Desktop notifications automatically dismiss when the configured chat wrap-up timer ends (the notification doesn’t display a countdown)
2. If multiple chats have unread messages, then agents can see separate notifications per chat, and clicking a notification takes the agent to that chat’s first unread message
3. Desktop notifications support international characters, emojis, file names and off-the-record messages
4. Agents cannot reply directly from within the desktop notification
5. System messages (ex: “end user left the chat”) are not shown within desktop notifications
6. If the chat is ended before the agent clicks the notification, then the agent is taken to the first new message posted before the end user left