This article explains how to receive desktop notifications when processing chats and/or walk-ups within the Service Operation Workspace in ServiceNow.

Overview

To enable ServiceNow notifications, you will need to update your computer (operating system) settings, as well your web browser settings (guidance is included for Chrome, Firefox and Microsoft Edge).

Once enabled, you will be alerted to a new incoming chat in your inbox, or if a new message is received for an ongoing chat.

Notifications will appear as pop-up messages on your screen:

Please note:

• Selecting the New chat in your inbox pop-up will take you to the agent workspace window where you can accept the chat
• Selecting the Live Agent Chat Interactions pop-up will take you to an overview of your chat workspace 'service operations workspace' but you will not be able to access the chat from here

---

Back to the top

 

Enable notifications in Windows or macOS

Windows

For Windows, select:

1. Start

2. Settings

3. System

4. Notifications & actions

5. Check that notifications are toggled to On

6. Then select Focus assist settings

Within Focus assist, you can change the settings of your Windows notifications (the notifications that pop up at the bottom right of your toolbar). You can select Off so that all notifications are enabled (preferred), or you can select Priority only and customise your list. Please note only certain apps are available within this setting (such as Chrome and Outlook).

You may also need to ensure your web browser notifications are turned on within the Notifications & actions section.

Having enabled your computer notifications, you also need to enable notifications within your chosen web browser (see details below to 'Enable notifications in Chrome', Firefox and Edge).

macOS

For Mac, select:

1. The Apple menu

2. System Settings

3. Notifications (located in the sidebar)   

Having enabled your computer notifications, you also need to enable notifications within your chosen web browser.

---

Back to the top

 

Enable notifications in Chrome

1. Whilst on the web page that you want to give notification permissions to, select the padlock in the address bar

2. Select Site settings

3. Within Privacy and security (under Permissions), find the setting Notifications, select the drop-down and choose Allow

4. Then find Pop-ups and redirects, select the drop-down and choose Allow

5. Close the Settings tab 

You may need to reload the page to apply the updated settings.

---

Back to the top

 

Enable notifications in Firefox

1. Whilst on the web page that you want to give notification permissions to, select the padlock in the address bar

2. Select Connection secure

3. Select More information 

4. Select the permissions tab

5. Under Send Notifications, choose the Allow option. If your choices are greyed out, deselect the Use Default checkbox

6. Close the Page Info dialogue box

This setting should save automatically.

---

Back to the top

 

Enable notifications in Microsoft Edge

1. Whilst on the web page that you want to give notification permissions to, select the padlock in the address bar

2. Select Permissions for this site

3. Locate the Notifications setting

4. Select the drop-down menu and choose Allow

5. Close the Settings tab

This setting should save automatically.

---

Back to the top

 

Sound notifications

You may also get a sound notification when you receive an incoming chat.

If you would prefer not to receive this, right-click your internet tab and select mute.

---

Back to the top

 

Links to the official web browser guidance

Chrome
Firefox
Microsoft Edge

---

Back to the top

 

Related content

How to create an incoming chats list in Agent Chat (ServiceNow)

Agent Chat (ServiceNow)

Chat Group Manager role: Agent Chat (ServiceNow)