Hi Ali,
# In Support Automation end-user's are either invited for live assistance by an analyst for a particular ticket or they can initiate a live chat from their home page and wait for an analyst to handle their session.
# Firstly when the end user clicks on Live chat from SDM portal and run the supporbridge to chat with an analyst.They have to wait in a queue until one of the available analyst handles the session.
The analyst has to monitor his/her queue timely to check as they don't get any pop-up's to notify them about that the end-user is waiting for him/her in the queue.
# Once the analyst handles the session from his queue on support automation analyst console(image1) he can see a pop-up coming up stating that "user *** has joined the session"(image2)
# when an end-user is been invited for the live assistance by an analyst, end-user's can see the pop-up window stating that
" An Analyst is waiting for you.Please click on 'Join Analyst Now' link"
# Once the end-user joins the live assistance for which he has been invited by an analyst for some ticket,and then suppose if analyst is busy doing some other task and in the mean time end user joins the session then he can see a pop-up at the bottom of the window stating that "User *** joined the session".
I hope this helps you to an extent.
Regards
Junaid