Feature request: Sound notification for social messaging integration in the Agent Workspace

5 Comments

  • Dan Ross
    Community Moderator

    As much as I hated the default 'uh oh!' sound Chat made when a message came in, I agree with Daphne.

    Some kind of configurable audio event when a new chat is being served to the agent would be helpful in reducing missed chats

    Maybe let an admin set the default sound for agents, pretty please?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hello there,

    If you are using Social Messaging on Agent Workspace, the agents do receive an incoming conversation sound notification. 

    The settings for sound notifications can be managed by each agent from Chat > Settings > Personal > Sounds and Notifications. There are other audio options which agents can select from the dropdown. 

     

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  • Daphne Camilleri

    Hi Prakruti,

    Thanks for your comment.

    Is this only for chat, or does it apply to Social Messaging chats as well?

    Thanks

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  • Prakruti Hindia
    Zendesk Product Manager

    It applies to social messaging conversations too.  However, this experience is available only for accounts with -

     

     

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  • Daphne Camilleri

    Hi Prakrutl,

    We have followed the above steps, however it is still not working for us. We only get notifications for chats coming in from the web widget, not from social messaging.
    I'm not sure if we're missing something?

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