Configuring Contact Center browser notifications

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<p id="docs-hc-snippet" style="display: none;">Contact Center supports system notifications so agents can stay informed about incoming contacts when Contact Center is open or running in the background. To get notifications from Contact Center, you must configure notifications in your browser, Contact Center, and operating system. Additionally, you need to ensure that the browser doesn't deactivate or put Contact Center to sleep. Use a supported browser (Chrome, Edge, or Firefox) and keep your browser and operating system up to date.</p>
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<p id="docs-ai-summary-content">You can keep browser notifications on for incoming calls and chats when the app is open or in the background by allowing notifications in your browser, turning on browser notifications in your profile or agent settings, and letting your operating system show them. Make sure your browser stays awake, use a supported browser, and enable the needed cookies and notification settings.</p>
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<p class="p">Contact Center supports system notifications so agents can stay informed about incoming
contacts when Contact Center is open or running in the background. To get notifications
from Contact Center, you must configure notifications in your browser, Contact Center,
and operating system. Additionally, you need to ensure that the browser doesn't
deactivate or put Contact Center to sleep. Use a supported browser (Chrome, Edge, or
Firefox) and keep your browser and operating system up to date.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="LM_browser_notifications__ul_twq_14p_zfc">
<li class="li"><a class="xref" href="#config_notifs_browser">Configuring your browser for notifications from Contact Center</a></li>
<li class="li"><a class="xref" href="#config_notifs_cc">Turning on notifications in Contact Center</a></li>
<li class="li"><a class="xref" href="#config_notifs_os">Configuring your operating system to allow browser notifications</a></li>
<li class="li"><a class="xref" href="#view_notifs">Viewing Contact Center notifications</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="config_notifs_browser">
<h2 class="title topictitle2" id="ariaid-title2">Configuring your browser for notifications from Contact Center</h2>
<div class="body">
<p class="p">To ensure you receive Contact Center notifications, even when you're using other
applications, you need to allow browser notifications from Contact Center and
prevent your browser from putting Contact Center to sleep.</p>
<p class="p"><strong class="ph b">To allow browser notifications</strong></p>
<div class="p">
<ol class="ol" id="config_notifs_browser__ol_fjl_brq_zjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Navigate to your Zendesk site.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Click the padlock or settings icon to the left of the address
bar.</p>
</li>
<li class="li" dir="ltr">
<p class="p">Click the notifications toggle to turn it on.</p>
<p class="p">For more information, see these instructions for <a class="xref" href="https://support.google.com/chrome/answer/3220216" target="_blank"><u class="ph u">Chrome</u></a>, <a class="xref" href="https://support.microsoft.com/en-us/microsoft-edge/manage-website-notifications-in-microsoft-edge-0c555609-5bf2-479d-a59d-fb30a0b80b2b" target="_blank"><u class="ph u">Edge</u></a>, or <a class="xref" href="http://mzl.la/20jwSoU" target="_blank"><u class="ph u">Firefox</u></a>. </p>
</li>
</ol>
</div>
<p class="p">In your browser settings, these sites should be allowed to send notifications:</p>
<div class="p">
<ul class="ul" id="config_notifs_browser__ol_igs_lkx_j3c">
<li class="li"><code class="ph codeph">https://support.zendesk.com:443</code></li>
<li class="li"><code class="ph codeph">https://1162894.apps.zdusercontent.com:443</code></li>
<li class="li">If using Local Measure infrastructure,
<code class="ph codeph">https://[workspace-name].[AWS-region].local
measure.com:443</code>
</li>
</ul>
</div>
<p class="p"> </p>
<p class="p"><strong class="ph b">To prevent browsers from putting Contact Center to sleep</strong></p>
<p class="p">In your browser settings, ensure that tab discarding and notification suppression
doesn't apply to Zendesk apps.</p>
<div class="p">
<dl class="dl">
<dt class="dt dlterm">Chrome: Disable Memory Saver</dt>
<dd class="dd">
<ol class="ol" id="config_notifs_browser__ol_hqj_3zx_j3c">
<li class="li">
<p class="p">Open Settings &gt; Performance or enter
<code class="ph codeph">chrome://settings/performance</code> in the
address bar.</p>
</li>
<li class="li">
<p class="p">Under "Always keep these sites active", then click Add.</p>
</li>
<li class="li">
<p class="p">Enter <code class="ph codeph">[*.]zendesk.com</code> and click Add to
save.</p>
</li>
</ol>
</dd>
<dt class="dt dlterm">Edge: Stop Sleeping Tabs</dt>
<dd class="dd">
<ol class="ol" id="config_notifs_browser__ol_sd3_1cy_j3c">
<li class="li">
<p class="p">Enter <code class="ph codeph">edge://settings/system</code> in the address
bar.</p>
</li>
<li class="li">
<p class="p">Locate the <strong class="ph b">"Never put these sites to sleep"</strong>
section.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Add</strong> and enter
<code class="ph codeph">[*.]zendesk.com</code>.</p>
</li>
</ol>
</dd>
<dt class="dt dlterm">Firefox: Prevent Tab Discarding</dt>
<dd class="dd">
<ol class="ol" id="config_notifs_browser__ol_td3_1cy_j3c">
<li class="li">
<p class="p">Type <code class="ph codeph">about:config</code> in your address bar and
press <strong class="ph b">Enter</strong>.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">"Accept the Risk and Continue."</strong></p>
</li>
<li class="li">
<p class="p">Search for <code class="ph codeph">browser.tabs.unloadOnLowMemory</code>
and double-click it to set it to <strong class="ph b">false</strong>.</p>
</li>
</ol>
</dd>
</dl>
</div>
<p class="p"> </p>
<p class="p">If you also want to receive notifications from Connect, allow the required cookies
and notifications for your Connect instance.</p>
<p class="p"><strong class="ph b">To allow Amazon Connect cookies</strong></p>
<p class="p">In your browser settings, add these domains to allow third-party cookies:</p>
<ul class="ul" id="config_notifs_browser__ul_icb_cpx_j3c">
<li class="li">
<code class="ph codeph">[*.]</code><a class="xref" href="http://amazon.com/" target="_blank"><code class="ph codeph">amazon.com</code></a>
</li>
<li class="li"><code class="ph codeph">[*.]connect.aws</code></li>
<li class="li">
<code class="ph codeph">[*.]my.connect.aws</code> (or your specific instance URL)</li>
</ul>
<p class="p">For example, for Chrome, add these domains in
<code class="ph codeph">chrome://settings/cookies</code>, for Edge in
<code class="ph codeph">edge://settings/content/cookies</code>, and for Firefox, in
<code class="ph codeph">about:preferences#privacy</code> and scroll down to the Cookies and
Site Data section.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="config_notifs_cc">
<h2 class="title topictitle2" id="ariaid-title3">Turning on notifications in Contact Center</h2>
<div class="body">
<p class="p">After you configure browser notifications, you need to turn on notifications in
Contact Center.</p>
<p class="p"><strong class="ph b">To turn on Contact Center notifications</strong></p>
<ol class="ol" id="config_notifs_cc__ol_u32_1nh_zjc">
<li class="li">
<p class="p">Click your profile icon on the top right.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Manage profile</strong>.</p>
</li>
<li class="li">
<p class="p">Click the <strong class="ph b">Voice preferences</strong> tab.</p>
</li>
<li class="li">Click <strong class="ph b">Turn on browser notifications</strong><p class="p"><img class="image img-screenshot" id="config_notifs_cc__image_idh_5sq_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_profile_voiceprefs_browser_notif.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">(Optional) Click <strong class="ph b">Send test notification</strong> to check if system notifications
appear on your desktop.<p class="p">If no system notification appears, see <a class="xref" href="#config_notifs_os">Configuring your operating system to allow browser notifications</a>.</p>
</li>
</ol>
<p class="p"> </p>
<p class="p"><strong class="ph b">To turn on Contact Center marketplace app notifications</strong></p>
<ol class="ol" id="config_notifs_cc__ol_bjw_ynp_zfc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, select <strong class="ph b">Agent
Settings</strong> &gt; <strong class="ph b">Notification settings</strong>.</li>
<li class="li">Click <strong class="ph b">Enable browser notifications</strong>.<p class="p"><img class="image" id="config_notifs_cc__image_uj1_qpp_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_5.png" width="650"></p>
If you get an error message that notifications have been blocked and need to be enabled in the site settings, then you must first configure the browser. See
<a class="xref" href="#config_notifs_browser">Configuring your browser for notifications from Contact Center</a>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="config_notifs_os">
<h2 class="title topictitle2" id="ariaid-title4">Configuring your operating system to allow browser notifications</h2>
<div class="body">
<p class="p">In addition to configuring notifications in Contact Center and your browser, you also
need to configure your operating system to allow the browser to show you system
notifications on the desktop. If you use Focus (macOS) or Do not disturb (Win11) or
Focus assist (Win10), add your browser as an allowed app so Contact Center
notifications aren’t silenced.</p>
<p class="p"><strong class="ph b">To turn on notifications on macOS</strong></p>
<ul class="ul" id="config_notifs_os__ul_ady_nsp_zfc">
<li class="li">In System Settings &gt; Notifications, check that your browser has the Allow
notifications option selected.<div class="note note">
<span class="notetitle">Note:</span> If there are two entries for your browser,
allow notifications for both.</div>
</li>
</ul>
<p class="p"><strong class="ph b">To turn on notifications on Windows</strong></p>
<ul class="ul" id="config_notifs_os__ul_ljw_ynp_zfc">
<li class="li">In the Notifications &amp; actions section of Windows Settings, check that your
browser has the Get notifications from these senders option selected.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="view_notifs">
<h2 class="title topictitle2" id="ariaid-title5">Viewing Contact Center notifications</h2>
<div class="body">
<p class="p">How you view notifications depends on the browser and operating system you use.</p>
<p class="p"><strong class="ph b">To view notifications from Contact Center</strong></p>
<div class="p">
<ul class="ul" id="view_notifs__ol_ims_vnd_k3c">
<li class="li">Click the notification to open Contact Center.</li>
<li class="li">If available, click the <strong class="ph b">Accept</strong> or <strong class="ph b">Reject</strong> option.</li>
</ul>
</div>
<div class="p">Examples of call and chat notifications on macOS:
<div class="tablenoborder">
<table border="0" cellpadding="4" cellspacing="0" class="table" frame="void" id="view_notifs__table_dr1_z4y_j3c" rules="none" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><img class="image" id="view_notifs__image_c2j_mpp_zfd" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_os_notification_call.png" width="300"></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><img class="image" id="view_notifs__image_c2j_mpp_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_1.png" width="300"></td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">Example of a chat notification on Windows 10:</p>
<p class="p"><img class="image" id="view_notifs__image_oph_npp_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_2.png" width="300"></p>
</div>
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