Can the options on the incoming chat invitation be changed?
Incoming Chat Invitation Toast Notifications
Oracle Service Cloud
Within the agent profile, under Permissions > Service > Chat Agent Permissions, there are options to Allow Decline or Auto Decline. Enabling or disabling these can affect the Incoming Chat toast notification they receive within the console.
Select this option to allow agents with this profile to manually decline chat requests.
If Allow Decline is selected, but Auto Decline is not, chats will automatically be assigned to agents if they click X on the top of toast invitations. To decline chats, agents must click Decline on toast invitations.
Select to allow the system to automatically decline chat requests when the toast notification expires.
The chat toast expiration timeout can be configured through the CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT configuration setting.
See also Add Chat Permissions to a Profile for more information on these and other chat-related options.
For additional information, refer to the 'Configuring Chat for Supervisors and Agents' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.