Since internal incoming chats don’t always make an alert sound, we’re asking for an enhancement where a monitoring person like a supervisor would have an ability to force a sound to be heard by the agent to direct their attention to a recent chat message.
While supervisors could use “coach” during live monitoring situations, agents sometime find this unsettling. Supervisors sometimes attempt to guide an agent with chat prompts, but they can go unnoticed by the agent. This idea to have a feature where the system is forced to send a “chime” or “ding” noise heard by the agent we’re suggesting would be a helpful alternative to alert agents to urgent chat messages relevant to their call.