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  • 1.  How to configure notifications for the out of the box web messenger from a customer perspective

    Posted 11-27-2025 13:00
    I would like to understand what configuration do we need to enable the messenger notification from the customer end, who is using the out of the box genesys cloud web messenger to initiate a chat. Below is the use case:
     
    1. We create a messenger config with notifications enabled as per the doc - https://help.mypurecloud.com/articles/configure-messenger/
    2. We create a deployment and publish it, which generates a widget JS snipppet.
    3. We create an external web page and embed the JS code generated in step 2 within that page.
    4. When the customer opens the webpage, the widget pops up and a chat session is created.
    5. Now say the customer navigates to another tab in the browser.
     
    Expectation is that when an agent sends a chat message to the customer, a notification should be generated to notify the customer that agent has sent a message. This is currently not happening. I can confirm the notification is working well from the agent side on genesys cloud, but it is not working for the customer end. Is there any other config needed for this ?

    #WebMessaging

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    Gopi Bhattacharya
    Application Development Modulation Lead
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  • 2.  RE: How to configure notifications for the out of the box web messenger from a customer perspective

    Posted 11-28-2025 05:02

    I am not sure if there is anything for the web for notification. I could not find anything, though there is option for mobile notification. Would be good to know what others have done who have implemented the web-messenger already.

    Regards



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    Vineet Kakroo
    Senior Technical Consultant
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  • 3.  RE: How to configure notifications for the out of the box web messenger from a customer perspective

    Posted 11-28-2025 09:37

    Hello,

    There are no out-of-the-box notifications for Web Messaging.

    What you can do is to add your own code to the widget using Web Messaging SDK add features to the standard widget.

    This could be for example notifications on new messages or form to collect information before chat.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 4.  RE: How to configure notifications for the out of the box web messenger from a customer perspective

    Posted 11-28-2025 09:53
    Edited by Gopi Bhattacharya 11-28-2025 13:56

    Hey Jan,

    Thanks, yes I just implemented that about an hour ago. I subscribed to the "MessagingService.messagesReceived" event, then I am playing a sound to kind of notify the customer that a message has arrived. I believe similarly a browser custom notification can also be generated, though that will need the page to be allowed to send notifications. Below is the Genesys Doc for messages received event.

    Messages Received Event



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    Gopi Bhattacharya
    Application Development Modulation Lead
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    Original Message


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