• Sonny

  • February 20, 2022 17:43

  Zendesk Customer Care

  Hi Melanie,
  
  If you are usingSocial Messaging on Agent Workspace, your agent can receive incoming conversation sound notification. This can be managed by each agent fromChat > 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)

  
  Thank you!
  
  
  
• Melanie paul

  • February 21, 2022 13:20

  Hi Sonny,

  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?

• Sonny

  • February 22, 2022 17:14

  Zendesk Customer Care

  Hi Melanie,
  
  Thank you for your reply.
  
  It appears that is an opportunity to提交你的用例和反馈改进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 theGeneral Product Feedback topicin 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.
  
  
  
• Melanie paul

  • February 23, 2022 13:33

  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.

• Sonny

  • February 23, 2022 14:28

  Zendesk Customer Care

  Hi Melanie,
  
  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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