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Agents Are Not Getting Browser Notifications For Chat Requests (Doc ID 2993037.1)

Last updated on DECEMBER 13, 2023

Applies to:

Oracle Fusion B2B Service Cloud Service - Version and later
Information in this document applies to any platform.


On : version, Chat

The customer has configured and enabled Chat, but when they are testing Chat requests, the agents are not getting notified of the incoming chat requests. They can see on the Queue that the Chat requests are received, but the login agents are not getting notified to accept the chat requests.

Once a Chat request in the Queue is routed to an agent, the notification should appear so the agent can accept the request.

The issue can be reproduced at will with the following steps:
1. Login as a Chat agent in the application
2. Navigate to the SRs list page and set status to be available for chat requests
3. Send in chat requests to the system


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