Messaging: No incoming message chat sound in an assigned route

Our team is currently facing a simple yet very crucial issue. As we are all working remotely, we have encountered a common problem – no sound alerts for incoming chats/conversation. Instead, we solely rely on the notification bubble that displays the number of message assigned to an agent. We just recently switched workspaces and our chats are now in conversations.

I reached out to Zendesk support, and after some back and forth, they confirmed something interesting. It turns out we only get chat sounds when our routing is set to "Broadcast." Unfortunately for us, as we are using the "Assigned" chat route, there are no incoming chat sounds. Chat sounds are only heard when the chat has been accepted, and the agent is looking at another tab and the customer replies to the conversation. 

This situation makes multitasking more challenging for our agents. They need to continuously monitor the Zendesk tab to detect if there's a chat assigned to them. So, we're really hoping for a quick fix here. It's impacting our team's ability to stay on top of things and be as efficient as we'd like.