• Dan Ross

  • March 09, 2021 17:59

  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?

• Prakruti Hindia

  • March 10, 2021 09:22

  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. 

   

• Daphne Camilleri

  • March 10, 2021 09:38

  Hi Prakruti,

  Thanks for your comment.

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

  Thanks

• Prakruti Hindia

  • March 10, 2021 09:42

  Zendesk Product Manager

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

  • social messaging integration setup from Admin Centre > Channels (For instance, Facebook Messenger setup in Admin Centre)
  • and using Agent Workspace

   

   

• Daphne Camilleri

  • March 10, 2021 10:42

  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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