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

AnujaBhamare
Tera Contributor

3 weeks 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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4 REPLIES 4

Tanushree Maiti
Tera Patron

3 weeks ago

Hi @AnujaBhamare 

 

Check these KB if Helps:

KB1644122 Live Agent Shows Not Available Although Agent Is Available 

KB0788321 "No Chat Agent currently available" when configuring Chat Setup 

KB1641256 Auto change in agent status is not happening in AWA after the idle time 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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AnujaBhamare
Tera Contributor
In response to Tanushree Maiti

2 weeks ago

Hi @Tanushree Maiti ,

Is there any recommended keep-alive/session refresh mechanism for Live Agent or Service Operations Workspace?

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Tanushree Maiti
Tera Patron
In response to AnujaBhamare

2 weeks ago

Hi @AnujaBhamare 

 

Can you update system properties and mentioned configuration as per the article and check

 

Refer article/post : Enabling Live Updates on a Workspace List

https://www.servicenow.com/community/hrsd-forum/agent-workspace-auto-reload-related-list-when-load-p...

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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AnujaBhamare
Tera Contributor
In response to Tanushree Maiti

2 weeks ago

Hi @Tanushree Maiti ,

Thanks for sharing this article.

From my understanding, this feature is specifically about Live List Updates in Agent Workspace and not related to session or notification behavior.

  • It allows lists (like incidents, tasks, or queue records) to automatically reflect newly created or updated records without a manual page refresh
  • This helps agents keep their list view up to date in real time or via a manual refresh indicator

However, this feature only applies to list data updates within the workspace:

  • It does not refresh the entire workspace in the background
  • It does not keep the session active
  • It does not impact Live Agent notifications
  • It does not prevent issues related to minimized/inactive tabs

So to confirm, this is purely a UI/list refresh enhancement and does not address the scenario where agents stop receiving notifications when the workspace is minimized or inactive

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