SOW - Service Operation Workspace - Chat Customization

[Kiruthika J]

Hi All,

My instance is in Zurich release,

When a help desk agent is working on Interaction A, and the end user replies on Interaction B (chat),
the agent should get a visual alert so they notice it immediately —
either:

a popup / toast notification, or

a green highlight / indicator on the Interaction tab or inbox bar.

Can someone guide me ?

[Dr Atul G- LNG]

Hi @Kiruthika J 

https://www.servicenow.com/community/developer-forum/agent-chat-how-many-chats-can-an-agent-accept/m...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2627812

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/agent-chat-faq-s/ta-p/2306678

[Dr Atul G- LNG]

Hi @Kiruthika J 

tab color changes if any new messages

[Kiruthika J]

is this SOW?

[Dr Atul G- LNG]

Yes ,it is OOTB only.