We only have five Customer Service Agents managing in-person, online, and calls for our very large airport.  They are always multi-tasking with multiple screens open on their PC or laptop and need to have a incoming text sound notification.

We are testing Talk this week and this is feedback I received, "The texts need a sound trigger to quickly know a new text arrived – having an email notice for texts is not sufficient and easy to miss if you are working on something else."