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.

 

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:

 

http://help.smartertools.com/SmarterTrack/v10/Default.aspx?p=SA&v=10.5.5515&lang=en-US&lic=ENT&page=management/settings/frmuser

 

 

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.

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.