Feature request - Repeat incoming chat notifications every x seconds

Answered

7 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Andrew,

    Have you tried the repeat option for incoming chat requests in the Sound Notifications section?

    An another option is create a trigger and use the Trigger Activated sound notification to trigger a sound. The trigger would look something like this:

    Thanks,

    Ramin

     

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  • Andrew

    The repeat options for incoming chats isn't what i'm looking for. I don't need to it repeat back to back. I need it to be spaced out every x seconds.

    I tried setting up the Trigger exactly as you have it and it doesn't make any additional sounds after 30 seconds. Even tried tinkering around with some of the other Trigger conditions and actions and couldn't produce a sound every x seconds.

     

    Thanks for the help,

    Andrew

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hey Andrew,

    I dug into the code a bit more and unfortunately my trigger recommendation was flawed. The triggered state is overtaken by the incoming chat visitor state which is why the trigger doesn't fire. Unfortunately, I cannot think of any other workarounds to repeat the sound.

    Some alternative solutions could be encouraging your agents to use the mobile apps so they can handle chats if they step away from their desk. Another option is to use chat routing with automatic reassignment, you can learn more about that here: https://chat.zendesk.com/hc/en-us/articles/217777918-Setting-up-chat-routing

    Finally, you can look at using the idle timeout setting to change the agent status if they are away from their desk. Can learn more about that setting here: https://chat.zendesk.com/hc/en-us/articles/212016418-Setting-your-availability-status

    Currently, we have no plans in the next 6 months to build functionality for notifications to repeat after x amount of time.

    Thanks,
    Ramin

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  • Danielle Haag

    Has there been a solution for this yet?  I can't believe this simple option is not offered.  I think this is something that many would really benefit from! 

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Danielle,

    It has not been viewed as a priority for 2018. If/when that changes, we will update the thread here.

    Thanks,
    Ramin

     

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  • Xrrvnafy

    I'm waiting for this feature so I can sign up for Zendesk chat. Users should have the ability to make a notification repeat over and over (unlimited times) until the chat is "read" or "seen." That's how LiveChatInc does it. The notification sound never stops until I read the message.

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  • Andrew Lo

    I've made a new post in hopes of getting a fresh perspective on how to make this possible.

    https://support.zendesk.com/hc/en-us/community/posts/360051349713-Feature-request-Repeat-incoming-chat-notifications-every-x-seconds

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