One of the issues you are facing is that Web Messaging is considered to be an Asynchronous channel. It is one of the reasons many customers prefer Web Chat (which is synchronous) however that is being phased out.
There are a number of concerns folks have with this - mostly features that don't exist because "it's an asynchronous channel". In some cases these have been resolved (like the ability for the customer to end an interaction) but others remain outstanding (like the ability to automatically email a transcript to the customer.)
The thinking was (I suspect) that since the customer is not expected to stay on the website throughout the conversation, the alert is moot.
There is an idea out on the ideas site here, which I think covers your requirement. If you don't yet have access to that site, you will need to request it through your Partner.
HTH
------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------
Original Message:
Sent: 05-03-2024 09:28
From: Toby King
Subject: Customers not getting notification noises when a chat is responded to
Hi Jan
We are using web messaging.
That's frustrating. I can't find anything to suggest this will be implemented or announced though.
------------------------------
Toby King
Allianz Insurance
Original Message:
Sent: 05-03-2024 08:38
From: Jan Heinonen
Subject: Customers not getting notification noises when a chat is responded to
Hello Toby,
Are you using Web Messaging?
In that case it doesn't have any notification for the customer when the agent writes a message, which can cause problems when the chat window is minimized.
You could write a custom script for the website that handles notifications until this is implemented as an option.
------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 05-03-2024 06:16
From: Toby King
Subject: Customers not getting notification noises when a chat is responded to
We have recently moved onto Genesys CX from the old Bold platform and whilst the initial feedback has been good we have had reports that customers are not getting a notification when our agents have sent them a message which is causing some issues with chats being ended prematurely.
Has anyone had this before and know what settings we either need to enable on our end or any advice we give to our customers to get this back working.
#ConnectwithaCustomer(NEW)
------------------------------
Toby King
Allianz Insurance
------------------------------