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.

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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.

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.

This article contains the following topics:

  • Turning on notifications in Contact Center
  • Configuring your browser for notifications from Contact Center
  • Configuring your operating system to allow browser notifications
  • Viewing Contact Center notifications

Turning on notifications in Contact Center

Before you can use notifications, you need to turn them on in Contact Center.

To activate Contact Center notifications

  1. In Contact Center, select Agent Settings > Notification settings.
  2. Click Enable browser notifications.

  3. Click Save.

The first time you receive a notification, your browser will prompt you to allow notifications. Example for Chrome:

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.

Configuring your browser for notifications from Contact Center

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.

To allow browser notifications

In your browser settings, allow notifications from these sites:

  • https://support.zendesk.com:443
  • https://1162894.apps.zdusercontent.com:443

 

To allow Amazon Connect cookies

In your browser settings, add these domains to allow third-party cookies:

  • [*.]amazon.com
  • [*.]connect.aws
  • [*.]my.connect.aws (or your specific instance URL)

For example, for Chrome, add these domains in chrome://settings/cookies, for Edge in edge://settings/content/cookies, and for Firefox, in about:preferences#privacy and scroll down to the Cookies and Site Data section.

 

To prevent browsers from putting Contact Center to sleep

In your browser settings, ensure that tab discarding and notification suppression doesn't apply to Zendesk apps.

Chrome: Disable Memory Saver

  1. Open Settings > Performance or enter chrome://settings/performance in the address bar.

  2. Under "Always keep these sites active", then click Add.

  3. Enter [*.]zendesk.com and click Add to save.

Edge: Stop Sleeping Tabs

  1. Enter edge://settings/system in the address bar.

  2. Locate the "Never put these sites to sleep" section.

  3. Click Add and enter [*.]zendesk.com.

Firefox: Prevent Tab Discarding

  1. Type about:config in your address bar and press Enter.

  2. Click "Accept the Risk and Continue."

  3. Search for browser.tabs.unloadOnLowMemory and double-click it to set it to false.

Configuring your operating system to allow browser notifications

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.

To activate notifications on macOS

  • In System Settings > Notifications, check that your browser has the Allow notifications option selected.
    Note: If there are two entries for your browser, allow notifications for both.

To activate notifications on Windows

  • In the Notifications & actions section of Windows Settings, check that your browser has the Get notifications from these senders option selected.

Viewing Contact Center notifications

How you view notifications depends on the browser and operating system you use.

To view notifications from Contact Center

  • Click the notification to open Contact Center.
  • If available, click the Accept or Reject option.
Examples of call and chat notifications on macOS:

Example of a chat notification on Windows 10:

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