Enable browser notifications for each chat messages to Advocates in Amazon connect CCP

Unfortunately, Amazon Connect's Contact Control Panel (CCP) does not currently support sending browser notifications to agents (advocates) for each individual chat message. The CCP is designed to notify agents only when a new chat contact arrives, not for subsequent messages within an ongoing chat.

Here's how the current notification system works for agents using the CCP:

1. When a new chat contact arrives, agents receive a pop-up notification at the bottom of their screen if they have enabled notifications in their browser.

2. If the agent is on the chat tab, they'll see the name of the contact and a button to connect to the chat.

3. If the agent is on the phone tab, a banner displays the contact's name and a connection button.

4. Agents have 20 seconds to accept or reject a contact.

While this system works well for initial contact, it doesn't address the scenario you described where an agent might step away and miss subsequent messages.

To mitigate this issue, you could consider the following workarounds:

1. Encourage agents to keep the chat window active and visible when handling chats.

2. Use the built-in timers at the top of the chat tab, which show the contact's connection time and the time since the last text was sent. This can help agents keep track of message activity.

3. Implement a custom solution using Amazon Connect Streams API to build additional functionality on top of the CCP, though this would require significant development effort.

4. Provide training to agents on best practices for managing multiple chats and staying attentive to ongoing conversations.

While these aren't perfect solutions to your specific need, they may help improve the overall chat handling experience for your advocates. If browser notifications for each message remain a critical requirement, you may need to consider developing a custom chat interface that integrates with Amazon Connect's APIs rather than relying solely on the standard CCP.
Sources
Use the Contact Control Panel (CCP) in Amazon Connect to chat with contacts - Amazon Connect

Following code works if used in custom CCP

<script src="amazon-connect-1.4.4-1-g2802651.js"></script> <script src="amazon-connect-chat.js"></script> <script type="text/javascript"> //replace with the CCP URL for your Amazon Connect instance var ccpUrl = "https://my-instance.awsapps.com/connect/ccp-v2/"; function handleContactConnected(contact){ if(contact){ if(contact.getAgentConnection().getMediaType() === connect.MediaType.CHAT){ contact.getAgentConnection().getMediaController().then(controller => { controller.onMessage(function(response,contentType){ console.log(response.data); }) }) } } } connect.core.initCCP(containerDiv, { ccpUrl: ccpUrl, loginPopup: true, region: "us-east-1", softphone: { allowFramedSoftphone: true } }); connect.contact(handleContactConnected); </script>

Ref: https://github.com/amazon-connect/amazon-connect-streams/issues/197#issuecomment-570593577