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Notifications for chat replies

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Posted on by KellyH

We have a multi-skilled team who require a lot of apps/programmes open at the same time.

The agent receives a notification for a new chat but if they minimise the screen to answer a call or do something else, and the customer replies to the active chat, they receive no notification,.

How can this be resolved?

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RE: Notifications for chat replies

Hi KellyH,

Maybe you can post your idea in the following forum and invite more people to vote it:

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KellyH 5 on at

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RE: Notifications for chat replies

Unfortunately, that only works for new chat conversations.

What I'm looking for is a way to notify the agent that the customer has responded in a live ongoing chat.
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RE: Notifications for chat replies

Hi KellyH,

As part of Wave 1 2020 functionality, we now have Omnichannel desktop notifications! This can cover the following scenarios:

The Omnichannel agent has minimised the Omnichannel Agent Hub app

The Omnichannel agent is working on another tab of the browser

The Omnichannel agent is working in another browser window

https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-notifications#receive-notification-when-the-app-is-in-the-background