We are on Agent Workspace using the older chat widget, not Messaging. All sounds are turned on for all agents but sounds for incoming chats are intermittent for some of our chat agents. Is anyone else experiencing this?
Also, there are no sounds for when a customer replies in an active chat but since that is across the board I assume that is a normal feature.
I have had some agents report this, as well :/
Hi @al37,
If agents have sound notifications enabled, they should be notified when there is an incoming chat, even for broadcast mode. Only when an agent has reached his/her chat limit will he/she stop receiving sound notifications. With that said, I created a ticket on your behalf so that we can continue working together. Kindly check your email for updates. Thank you!
Do you have any updates on this?
We've been recently moved from Chat to Social Messaging and we keep missing chats because a customer replied to a chat that was solved hours or days ago. We know there is a bell on the top right hand side and that the ticket again moves to ''New'' or something like that, but we need a sound.
Hi Victor! We just transitioned to the agent workspace and are also experiencing no sound notification when an incoming chat is assigned to the agent. They rely on this for notification as they are often working on other tasks outside of ZD and don't have an eye on their dashboard for the visual notifications at all times. Many chats were reassigned and was a terrible experience for agents and customers. Is the 3rs party app the only solution at this time? I'm really having a hard time understanding why sound notification would not be enabled. We had it before this change and it is typical to have sound notification for chat in general across many platforms. Thank you.
Our team is currently facing a similar issue. As we are all working remotely, we have encountered a common problem – no sound alerts for incoming chats. Instead, we solely rely on the notification bubble that displays the number of chats 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.
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Thanks for your query and please accept our apologies for all inconvenience with that.
Unfortunately, sound notifications are just for updates and we are not providing any chat notifications only if you will "Assignee" because of product limitations. Please notice that notifications have a bell icon (🔔)
You can find a discussion about this topic here.
As a solution, we can recommend using 3rd party apps like Notifier or similar.
Have attached a screenshot of how notifications look from my test account using the Notifier app.
Hope for your understanding