[Bug] No desktop notifications in livechat

[janrudolph]

Description:

In the past, livechat agents got desktop notifications when a customer sent a message in an ongoing livechat (and the agent has not focussed the browser). These notifications are not present anymore.

Server Setup Information:

• Version of Rocket.Chat Server: 0.62

Steps to Reproduce:

1. Start plain Rocket.Chat server and enable livechat.
2. Start livechat widget in another browser and send message
3. Livechat agent will be notified by a sound. Accept new livechat if you use guest pool routing.
4. Switch to the customer (other browser) and send a second message
5. You do not get any desktop notifications

When sending a direct message to the agent, the user will get notified.

Expected behavior:

Live chat agent should get a notification when the customer has sent a new message.

Actual behavior:

No notifications at all

[JSzaszvari]

I'll have a look at this tonight for you because last time I tested it was working fine. It was not working properly to 0.62 but this PR solved the issue when I tested it (the fix was included in 0.62)

#9802

[JSzaszvari]

@janrudolph can you confirm for me, are the agents getting the initial livechat notification to say a new chat has started ? But not getting any for messages after that - or are you seeing no notifications at all

Thanks mate

[janrudolph]

@JSzaszvari Thanks for taking over. They are seeing no notifications at all (sound, windows). The sound, when a new livechat is pushed into the guest pool, is the only thing they get.

[renatobecker-zz]

Hi @janrudolph !

The current behavior related to sound notifications in LiveChat is to send a notification when a new LiveChat room is started. After that, the sound notifications will not appear for new messages coming from visitor.
But, please take a look at this issue #9847 to make sure that is what you're asking for.

[janrudolph]

@renatobecker Thanks for you reply.

My focus in this issue is about the desktop notifications which "fly from the right to the left", when the customer sends a message in an ongoing livechat. In previous Rocket.Chat versions this type of notification was available for livechat as well. Today it is only available for regular channel communication. Our livechat agents are missing this feature right now.

Hence this issue is not about the sound notifications. However, I like the pull request you referred to.

[MIKNOTAURO]

I'm also interesting in this feature related to sound notifications.
Sometimes users take a long time to write/answer so, I think the default behavior should always be send beep notifications to and from livechat users.
At the end, there is a mute button in the livechat ui
@renatobecker Do you know if there is a way to set this now?

[janrudolph]

@JSzaszvari Did you have the chance to reproduce the bug?

[theorenck]

Hey @janrudolph tanks for bring it to our attention. This behavior, as you described it, seems to be a bug. Can you give a little more context on how the livechat notifications are configured? @renatobecker can you try to reproduce the problem?

[gzamboni]

hey @theorenck! I have the same issue reported by @janrudolph. I have a brand new server installation, using the official docker images. A guest user starts a conversation, the favicon and brower title updates with unread counter, the new conversation notification sound plays, but, then only way I got to see the new LiveChat is turning on the "Unread on Top" option. I have this issue in both Web, Mac App and Android App.
@theorenck you asked for livechat notification configs... Do you mind to tell me where can I see this? There is an option on Administration pages to do that?
thanks
Before "Unread on Top"

After "Unread on Top""

[sampaiodiego]

notification preferences mentioned by @theorenck are the regular preferences for any channel.

as you can from the screenshot above, for livechats they are all set for "all messages".. but I have tested locally and as you guys noticed seems they are not working:

[renatobecker-zz]

We have identified why this bug is occurring and we are working to fix this issue as soon as possible.