We've recently launched Virtual Agent and Live Agent for our pilot users, with plans to roll out to the wider business soon. We're transitioning to Service Operations Workspace (SOW) as the central hub for our service desk, but for now, much of their work is still handled in the native UI.
A key issue: Live Agent notifications are clear in SOW but not visible in the native UI—where most agents still operate. This means chats risk being missed.
Is there a way to enable notifications in the native UI? Maybe through Teams integration or a UI alert? Any advice would be greatly appreciated, as this gap is delaying the full rollout until SOW is fully adopted.
