Live Agent – Agents marked “Available” stop receiving notifications when workspace is minimized

AnujaBhamare
Tera Contributor

27m ago

Hi All,

We are facing an issue with Live Agent in Service Operations Workspace.

Our agents are not dedicated only to live chat support — they also work on other modules in ServiceNow. Because of this, they typically:

  • Set their status to Available
  • Keep the Agent Workspace open but minimize the window
  • Continue working on other tasks

However, after some time of inactivity in the workspace:

  • Agents stop receiving chat notifications
  • They miss Live Agent handovers
  • Even though their status still shows as Available
  • Notifications only start working again after refreshing the workspace

    What is the recommended approach to ensure agents continue receiving notifications even if the workspace is minimized or inactive?
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