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chat notification sounds when new messages are received - not working
Problem reported by Nathalie V - May 14, 2015 at 5:41 AM
Not A Problem
We have this option enabled:
 
"Enable live chat notification sounds - Checking this box will enable SmarterTrack to play a sound when a chat message is received. By default, this option is enabled."
 
 
However agents are not notified with a sound when the customer has written a new message in the live chat.
 
We're currently on SmarterTrack 10.5 and will be doing the minor upgrade shortly but I don't believe this is something that is listed in the bug fixes so assuming it will still be an issue after upgrading as well.
 
 
There are other issues which I'll post separately about (agents not even enabled for live chat in a specific group still hearing queue and idle warnings)

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0
Employee Replied
May 14, 2015 at 1:57 PM
Employee Post
Good afternoon Nathalie,
 
Thanks for your inquiry. You are correct. There will not be any sounds when a customer replies back to the Agent. The alert is for the notification of a chat is incoming but will not occur each time a response is made.
 
Thanks.
 
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Nathalie V Replied
May 15, 2015 at 4:46 AM
Just to add to this, the documentation seems to indicate that there is supposed to be a sound played when a new message is received:
 
 
 

Live Chat

Use this tab to edit the following settings regarding the handling of live chats:

  • Agent Alias - There are times when agents may not want their real names displayed in the live chat window. For example, they prefer to use a nickname or, for safety reasons, they want to use an alias. Adding in a name here will replace the agent's real name when they interact with customers.
  • Max Active Live Chats - To change the number of live chats the agent can participate in at a time, type the appropriate number in this field. By default, this option is set to 1.
  • Enable automatic live chat popup - Checking this box will display new live chats in a popup window. By default, this option is enabled.
  • Enable live chat notification sounds - Checking this box will enable SmarterTrack to play a sound when a chat message is received. By default, this option is enabled.
  • Enable live chat in queue notification sound - Checking this box will enable SmarterTrack to play a sound when a live chat is routed to the queue. By default, this option is enabled.
 
 
The specific wording says "when a chat message is received".   But no sound is being heard when a new chat message is received, only when a new chat is in queue or other things like idle warnings.
 
 
You're saying there should be no sounds for new messages, and the documentation says there should... (and common sense says there should)
 
 
2
Steve Reid Replied
May 15, 2015 at 5:09 AM
Changing this thread to Not a Problem is not really an acceptable option. More care needs to be taken when adjusting these thread types.
 
Whether or not Smartermail considers this a problem is not the point, the customer does and that's what should matter. It should be obvious that this thread should have been changed to a feature request idea if the functionality that's being mentioned is not part of the standard offering.
 

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