Genesys Cloud - Main

Hello,

Our agents are noticing that when a customer responds to a chat, the only notification they receive is the interaction color change, but there is no sound. The color change is the same when they respond or disconnect...

Is there a way to set sound for when a customer responds??

Thanks!

-Emily

Hi Emily,

Yes, there is a way to play sound for notifications.

If the client is set up to show notifications when messages are received, then sounds should play as well. If Play Sound is selected and you still don't hear anything, it might be a good idea to check on the agents' desktop audio settings too.

Here's a supporting article from the PureCloud Resource Center:  https://help.mypurecloud.com/articles/set-chat-preferences/

I hope this helps,

Clay

I believe this is for internal chats... not for chats received from external customer's...

The notification sounds should be the same for all chat notifications regardless of if they are internal or external.

Could this following scenario apply? Just taking a stab here...

If the current chat is active and in focus, the sound will not occur. For example, if I'm chatting in a room with you and we're talking back and forth, I won't hear a sound while that room is open. Only if I have some other chat/view open will I hear a sound alerting me to activity in a room/chat that is not currently in focus. 

I was researching this "issue" and found this. I am hearing complaints among my customers regarding not hearing sounds all the time when a new chat is posted. Because you don't hear the notification sound, chats are being missed. Seeing that it may working this way by design, would it be possible to add to Pure Cloud a control that allows chat sounds to be heard on all chats?

Thanks for the feedback, I will add this to our backlog - you are correct, there is currently no sound that the agent hears when a customer replies to a chat. Thanks!

@Lucie DeCristofaro? 

What is the status on this issue?

I'm double checking on this. It's fixed in our lower environments, but it looks like we didn't push the code to production and I do not see the update in production when I test it. We are looking into it.

To keep you updated - the code change for this is in the newest UI release that is planned to be released to production this week.

This is available in production now.