👀 What’s New?

Sound notifications in the Live Chat Widget have been expanded to cover many more system and lifecycle messages, ensuring website visitors don’t miss important updates during a chat session.

Previously, sound alerts were limited to standard incoming chat messages. Now, sounds are also played for key moments like chat initiation, acknowledgements, welcome messages and form-related messages; all governed by the existing “Notification Sound” toggle.

🧑‍🔧 How It Works

The Notification Sound toggle continues to live under:

Chat Widget > Chat Window > Additional Options

• ON (default): A sound will play whenever a supported message is shown to the visitor.

• OFF: All messages are delivered silently without sound, popup, or badge interruptions.

With this enhancement, sound notifications are now triggered for the following message types:

1. Live Chat & Session Flow

Live chat intro message - when starting a live chat session and after successful contact form submission.
Acknowledgement message - when a chat is acknowledged or ended.

2. Business Hours Handling

Outside office hours welcome message: when business hours are disabled, when contact form is shown and when received during an active session.

3. System & Greeting Messages

Subheading message: Initial greeting for new visitors, when no previous chats are available and during inline mode initialisation.

4. Forms & Redirects

Contact details requested message: when the contact form is displayed
Redirect message: after form submission when redirect is enabled

All of the above messages will now play a sound when they appear, provided the Notification Sound toggle is enabled.

⭐ Why It Matters

Ensures visitors are alerted during every important chat interaction, not just agent replies.
Improves responsiveness during chat initiation, acknowledgements and form-based flows.
Maintains full control for businesses through a single toggle.
Creates a more consistent and predictable chat experience for end users.

📝 Notes

Notification Sound is enabled by default for Live Chat widgets.
The toggle applies to all supported chat messages listed above.
Sub-accounts can control this setting independently per widget.
Disabling the toggle will suppress all sounds, while messages will still appear normally.

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