Can we have a notification noise for this "in-que"
We recently upgraded to have messaging. When we get a new in-cue message, its hard to know immediately to respond, because there is no noise. Is there a notification noise we can turn on for this?
If you are using Social Messaging on Agent Workspace, your agent can receive incoming conversation sound notification. This 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.
This experience is available only for accounts with -
- social messaging integration setup from Admin Centre > Channels (For instance, Facebook Messenger setup in Admin Centre)
Thanks for the response. However, we do not have Social Messaging enabled at this time, just standard messaging. Is there an option to adjust this for reg. messaging?
Thank you for your reply.
It appears that is an opportunity to submit your use case and feedback for improvement to our product team via the feature request page as currently there's no built in setting that can be configured to add sound notification to the "In queue" on Support Agent workspace.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
I have actually just resolved this by making sure I'm moved to online under the chat status. It seems that when I am online there is a notification noise.
Yes, you will get sound notification when you set online for chat and it is expected that the agent won't get notified when they are invisible status and also no sound notification for in queue chat.
Normally the chat button right next to in queue will indicate the agent's current state. Green dot = online, Yellow dot = away, and regular icon for invisible. If we add a sound notification for in queue, then it would confuse the agents who are on invisible mode and thought they are being assigned a chat.
Hope this answers your question.
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