We use agent workspace and with chat sounds there is a major experience issue for agents when it comes to the assigned conversation vs the conversation that hit the overflow queue.

There are only 2 sound settings: Incoming message and Conversation request.

The conversation request covers both when a conversation is assigned to a rep and if a chat hits the overflow queue. This is confusing for reps because if they are not looking directly at the button to take conversations, they are unable to distinguish if the incoming conversation is being assigned directly to them or if it is hitting the overflow queue.

Our other routing settings include:

Max chats: 2

Hybrid assignment enabled

Is there a way to enable 2 separate sounds for these 2 different situations?