How to receive desktop notifications for Connect Chat - Support and Troubleshooting

How to receive desktop notifications for Connect Chat Description The settings listed below to activate in your instance to receive desktop notifications for Connect Chat also work for chats initiated by an end user using the Connect Chat Queue url.

Release or Environment The Connect Support plugin com.glide.connect.support is deprecated since San Diego. This plugin is no longer activated on new instances, nor supported on upgraded instances. While the plugin will remain installed after upgrading to San Diego, Tokyo, or Utah, it will not be supported or updated.

Resolution The "Send me desktop notifications" option is selected to true "For all activity" from under the Notification Preferences menu in the Connect chat:

From the Setting options in the top right corner on the instance home screen, under "Notifications" section, the "Connect desktop notifications" option is enabled:

Set the allow notifications to true:

Scroll the NOTIFICATIONS BY CATEGORY section and go to Connect:

Select all the options under ALLOW CONNECT NOTIFICATIONS:

Once both the above settings are done, you would be able to receive the alert for any new Connect chat message even when the chat is running in the background or even if the ServiceNow window is altogether minimized:

You would be able to see the name of the user who sent the message, the message content and your instance URL.

Additionally, you can check the site setting on Chrome and validate that the below permissions are allowed:

- Notifications

- Pop-ups and redirects

- Sound

If these are not enabled for the instance, then follow the below steps:

* Set the permissions to allow * Clear browser cache completely * Close all browser windows * Relaunch the browser and login to the instance.

Additional Information Make sure to check with the browser notifications settings, to allow notifications from your ServiceNow instance. For example with Chrome :

At the top right, click More Settings . At the bottom, click Advanced. Under "Privacy and security," click Content settings . Click Notifications . Choose to block or allow notifications : When on normal portal page, end user will not get any notification for a chat. When on portal, user will get sound notification for a 1 - 1 chat, but they cannot join the chat. 3. To join the chat the user will have to go back to native UI. If the above steps still don't show the Connect Desktop Notification:

Clear the complete browser cache, and close all browser tabs. Allow pop-ups and notifications in the browser for your instance. For Chrome:

For Firefox:

Additional articles on Connect Chat:

KB0760394 - Connect Support needs a manual refresh for incrementing chat count on AMB recovery KB0760090 - Manual browser refresh is required when users's session times out and user re-logs into the system, to receive new AMB updates. This cause connect chat queues not getting updated for agent. KB0695952 - Queue number or chat messages are randomly or intermittently not updating in Connect but show after a refresh KB0677335 - Connect Chat Performance Issues: Overview and Best Practices KB0634397 - FAQ for Connect Chat and Connect Support KB0622691 - AMB (Asynchronous Message Bus) - an Architectural Overview