Configuring Contact Center browser notifications

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<p id="docs-hc-snippet" style="display: none;">Contact Center supports desktop 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 Contact Center, the browser, and the 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"><span style="color: #424242; font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Allow browser notifications so you don’t miss incoming contacts when Contact Center is running in the background. Turn on notifications in your Contact Center agent settings, then allow notifications in your browser and operating system settings. When a notification appears, click it to open Contact Center</span>.</p>
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<div class="body">
<p class="p">Contact Center supports desktop 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 Contact Center, the browser,
and the 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_cc">Turning on notifications in Contact Center</a></li>
<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_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_cc">
<h2 class="title topictitle2" id="ariaid-title2">Turning on notifications in Contact Center</h2>
<div class="body">
<p class="p">Before you can use notifications, you need to turn them on in Contact Center.</p>
<p class="p"><strong class="ph b">To activate Contact Center 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>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">The first time you receive a notification, your browser will prompt you to allow
notifications. Example for Chrome:</p>
<p class="p"><img class="image" id="config_notifs_cc__image_opz_rpp_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_6.png" width="300"></p>
<p class="p">If you don't see a prompt, check the address bar for a Notifications blocked message.
Click the message, then click Allow for this site in Chrome or Allow in Firefox.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="config_notifs_browser">
<h2 class="title topictitle2" id="ariaid-title3">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, allow
Amazon Connect cookies, and prevent browsers from putting Contact Center to
sleep.</p>
<p class="p"><strong class="ph b">To allow browser notifications</strong></p>
<p class="p">In your browser settings, allow notifications from these sites:</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>
</ul>
</div>
<p class="p"> </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>
<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>
</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
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 activate 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 activate 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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