Chat conversation alert not showing in custom workspace

Balaji Munusamy
Tera Contributor

3 weeks ago - last edited 3 weeks ago

Hello,

I have created a custom workspace in company instance, during live agent chat if agent handling multiple chats when the requesters send a messages that is not showing as a desktop notification in workspace. I have enabled inbox alerts settings also and added the instance url in the browser site permission. But OOB configurable workspace working as expected, requesters chat messages showing as desktop notification and also inactive session tab also have purple indicator if any new unread messages but it is not working in custom workspace and also configured all the functionality like( UX App route, Screen Collection&Parent component) & Agent chat shell similar to OOB CSM workspace. But still it is not working. Surprisingly it is working in PDI for custom workspace.  

#CSM

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2 REPLIES 2

glideFather
Tera Patron

3 weeks ago

ahoy @Balaji Munusamy,

 

it's difficult to suggest something without seeing what you have done and what debugging you went through, provide more details..


✂-----Cutting-out-the---✦AI-noise✦---All-replies-written-and-vouched-for-by-GlideFather---
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Balaji Munusamy
Tera Contributor
In response to glideFather

2 weeks ago

Hi @glideFather ,
I have configured a custom workspace (Inbox & Agent Chat) based on this documentation below.

Custom Agent Workspace Experience - Advanced Work ... - ServiceNow Community

It is working as expected in my PDI and I am receiving a desktop notification when the chat messages from portal. I did the same in company instance, configured a custom workspace based on the document but desktop notification for every messages not working. I need a feature similar to OOB Configurable CSM Workspace. I wonder how it is working correctly in PDI custom workspace but not in company instance.

 

 

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