How Omni-Channel Browser Notifications Work

1. What Triggers the Notification?

When new work (like a phone call) is assigned to an agent, Omni-Channel generates a browser notification that looks like this:

“New work assigned” — This message pops up as a browser alert when work is added to the Omni-Channel widget

2. The Technical Flow

Omni-Channel uses a structured process to trigger browser notifications. Below is a step-by-step breakdown:

1. playNotificationSound() Function:

• The system first plays a sound notification.
• This function is defined in ComponentHelper.js and is responsible for ensuring agents are alerted.

     2. createAndFireBrowserNotificationForWorks() Function:

• After the sound plays, the system calls createAndFireBrowserNotificationForWorks().
• This function is responsible for displaying the actual browser notification.

     3. Conditions for Triggering Browser Notifications: The notification will only be displayed if the following conditions are met:

        → The browser is out of focus (i.e., the agent is working in another tab or window).

        → Browser notifications are enabled in the user’s settings.

        → The browser supports notifications, and the agent has granted permission.

The logic for checking these conditions is written as:

    4. createBrowserNotificationForWork() Function:

This function is used to generate the actual notification that appears in the browser.

Enabling Browser Notifications in Omni-Channel

To ensure agents receive browser notifications, follow these steps:

1. Turn on settings for notifications in the operating system and browser application

2. Enable Notifications in Omni-Channel Settings:

• Navigate to Omni-Channel Settings in Salesforce.
• Ensure that browser notifications are enabled.

Conclusion

Salesforce Omni-Channel provides an efficient way to notify agents about new work using browser notifications. These notifications help ensure that no assignments are missed, even when the agent is working in a different tab or application.

If notifications aren’t appearing, check whether browser permissions are enabled and ensure the Omni-Channel settings are correctly configured.

For more details, refer to the official Salesforce documentation: Salesforce Omni-Channel Visual Alerts.