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 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.

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Configure browser notifications to stay updated on incoming contacts, even when using other applications. This setup helps you manage customer interactions effectively across the supported browsers, Chrome, Edge, and Firefox.

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 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.

This article contains the following topics:

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

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
  • If using Local Measure infrastructure, https://[workspace-name].[AWS-region].local measure.com:443

When you navigate to a site, you can click the padlock or settings icon to the left of the address, and turn on notifications. For more information, see these instructions for Chrome, Edge, or Firefox.

 

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.

Turning on notifications in Contact Center

After you configure your browser, you need to turn them on in Contact Center.

To turn on Contact Center notifications

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

    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 Configuring your browser for notifications from Contact Center.
  3. Click Save.

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 turn on 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 turn on 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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