New Message Indicators and Notification Features

The Live Chat platform includes visual and audio cues designed to help agents and teams react quickly to incoming conversations. This feature enhances awareness across high-volume queues, allowing each agent or team to customize how they receive alerts.

Unread Message Indicator

When a new message arrives, the platform displays an orange dot next to the conversation. This marker signals that the message has not yet been viewed by any agent.

How it works:

• The indicator appears whenever the system receives an unread incoming message.

• Selecting the conversation removes the orange dot, confirming that the agent has viewed it.

• If the agent is already inside the conversation when new messages arrive, the orange indicator does not appear. The indicator is shown only for conversations that are not currently open or selected.

This behavior applies across all supported channels, such as SMS and WhatsApp, and extends to every section of your inbox. The inbox groups your conversations into categories, such as Your Inbox, Mentions, All, and Unassigned, providing a unified view of every interaction you manage.

Active Conversation Highlight

Any conversation the agent selects becomes visually highlighted in blue.

This color state helps the agent identify where they are currently working, especially useful when switching rapidly between multiple conversations.

In addition, the user icon color helps distinguish channels:

• Green icon → WhatsApp conversations
• Blue icon → SMS conversations

The highlight applies consistently across all channels, such as SMS and WhatsApp, and extends to every section of your inbox. The inbox groups your conversations into categories, such as Your Inbox, Mentions, All, and Unassigned, providing a unified view of every interaction you manage.

Incoming Message Sound Notification

The system provides an optional audio alert for newly received messages. This notification is designed to help agents respond promptly to active conversations and maintain awareness of unassigned interactions.

The sound notification is triggered based on a combination of three factors: the conversation's assignment status, the agent or team associated with it, and the agent's availability status.

Under no circumstances will the notification sound play for agents whose status is Away, regardless of how the conversation is assigned.

Notification Rules by Conversation Assignment

1. Conversations Assigned to a Specific Agent

   • If the conversation is assigned to a specific agent and that agent is Online, the notification sound is played only for that agent.

   • If the assigned agent is Away, the notification sound is not played for any agent.

2. Unassigned Conversations

   • When a conversation is not assigned to any agent or team, the notification sound is played for all agents who are currently Online.

   • Agents with status Away do not receive the notification.

3. Conversations Assigned to a Team (Without a Specific Agent)

   • If the conversation is assigned to a team and no specific agent is defined, the notification sound is played for all Online agents who belong to that team.

   • If an agent within the team is Away, the notification does not play for that agent.

4. Conversations Assigned to a Team with a Specific Agent

   • If the conversation is assigned to a team and also assigned to a specific agent, the notification sound is played only for the assigned agent, provided the agent is Online.

   • If the assigned agent is Away, the notification does not play for the assigned agent or for any other team members.

The next table summarizes the notification rules by conversation assignment:

Behavior Rules

1. Agent Status

   • When the agent is set to Online, the platform plays an audio alert for each new incoming message in conversations assigned to that agent or to the team to which the agent belongs.

   • The alert is also triggered for new incoming messages in conversations that remain unassigned to any agent or team, which are displayed in the New conversation section.

   • When the agent is set to Away, audio notifications are not played. This behavior ensures that sound notifications are delivered exclusively to agents who are actively available to respond.

2. Sound Preference Control

   • Agents can enable or disable the notification sound from the top-right menu by switching the "New message sound" toggle.

     
     

   • By default, this setting is turned off. Each agent manages this preference individually. Each agent manages this preference individually.