Is this possible using settings available in the UI or does this require a custom component to be created?
I imagine many have this issue, whereby unless the service agent spends all their time in the omni channel widget in the bottom corner of the screen, they end up missing live chat requests as there's no better way to get the agent's attention.
To initiate file transfer for Agents, you have to enable Agent File Transfer Enabled in Live Agent Configurations.
Please Note that: - A customer can’t upload a file until you initiate the file transfer by clicking the file transfer icon. This helps prevent customers from uploading unsolicited or potentially dangerous files into the chat.
Make sure to add your agent to the same queue of snap-in. To check it, switch to classic, goto setup > Chat Button > >> Scroll Down to queue associated > Add your user there
Best Answer
There is a package from Salesforce Labs AppExchange package called Conversations Notifications . This allows customizable notifications for Chat & Messaging customers using the Lightning Service Console.
This Conversations Notifications package offers the ability for:
See a demo video for this functionality here. Installation manual here
Note: As this is a Salesforce Labs package, it not officially supported. This is available in Lightning only.
I have tested this functionality in my org and see a desktop notification. See inline image