Sound Notifications

Owned by Derya Özdemir
Last updated: May 09, 2024
3 min read

This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

In the Chat for JSM app, agents can enable audio and visual notifications when new messages from customers arrive. These notifications are designed to keep support agents informed about newly initiated chats and replies from customers in the tickets assigned to them.

How does it work?

Agents will receive sound and visual notifications when they are online and have the Chat Dashboard open anywhere in the browser.

Sound notifications work only for requests made via Chat Widget and within each project individually. They require you to configure the proper browser permissions.

1. How to Set Up Sound Notifications

  1. Open the project and select Chat for JSM from the sidebar menu.

  2. Click on the Notifications tab.

  3. Enabled the desired options.

  4. Allow sound for the site in your browser permissions.

Sound Notifications

You have the following options for sound notifications:

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  • New requests (unassigned) - If this option is selected, you will hear a one-time notification when a customer initiates a new conversation in the Chat Widget.

  • Messages in the requests assigned to me - If this option is selected, you will be informed about new messages in the requests assigned to you.

  • Repeat sound until new request is assigned - If this option is selected, notifications will keep playing until you assign a new request from chat.

  • Show info-popup about new message/request on the Chat Dashboard - If this option is selected, you will get a visual notification in addition to a sound one.

To receive sound notifications, you need to keep the Chat Dashboard page open somewhere in your browser and have an online agent status on Chat Dashboard (icon in the right-upper corner).

The sound is provided by notificationsounds.com, and you can check it out here.

Visual Notifications

When using sound notifications, it is highly recommended that you keep the option Show info-popup about new message/request on the Chat Dashboard checked.

This pop-up corresponds to the settings you have set for audio notifications and visually shows what event triggered the sound signal in your Jira.

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When there are multiple new requests, flag popups will stack on top of one another, with the most recent request on top.

2. Pausing the Sound

Agents can individually pause the sound on the Chat Dashboard for a set amount of time.

  1. On the Chat Dashboard, click the bell icon in the upper right corner.

  2. Select a time frame from the drop-down list.