Live Chat: New Message Notification Sound in Agent Portal
Notification sounds enable agents to respond quickly to new messages, ensuring smooth communication and better user engagement. This guide indicates when these sounds are triggered and how they function within the agent portal to enhance productivity.
When are notification sounds triggered?
Notification sounds are activated in the following conditions:
- Chat module is open: Notification sounds are triggered only when the chat module is open in the agent portal. If it is closed, there won’t be a notification sound. In that case, it is recommended to rely on app notifications to stay informed.
- New messages: A notification sound is triggered if no agent reads a new message within 5 seconds. This ensures quick acknowledgment of incoming chats.
- Working in other browser tabs: Notification sounds will play even if the agent is working in another tab. This feature ensures agents do not miss critical alerts while multitasking.
Notification sounds in the agent portal are essential to keeping agents responsive and engaged, especially during high-traffic periods. This functionality enhances efficient communication and user satisfaction by triggering alerts for new and unread messages—even when agents are working in other browser tabs.
For optimal performance, agents should keep the chat module open and enable app notifications as a backup when the module is closed.
