How can I play different sounds for new chat requests vs messages in Agent Workspace?

[Lion Kesler]

I'm working with Service Operations Workspace (SOW) on the Washington release.
In the Agent Workspace experience, using Virtual Agent + Agent Chat, I'd like to play different sounds for different chat events:

One sound for new chat requests (before accepting the interaction)
Another sound for incoming chat messages during an active session

Right now, both events seem to trigger the same notification sound via the default settings.

Question:
Is there a supported way in SOW + Washington to play separate sounds for:
chat_request
chat_message
Using Notification Framework / UX Extensions / or another best practice?

Any code examples or configuration advice would be greatly appreciated

Thanks!

[GlideFather]

Hi @Lion Kesler 

to adjust the sound of your Virtual Agent you can refer to this article:

KB0954407:

Issue

You want to change the audio notification for Virtual Agent from the "beep" to something else.

Release

Paris

Cause

The following documentation to change the audio notification is for connect chat only:

Customize the Connect audio notification sound

Navigate to System UI > Audio Files.
Locate the audio file you want to use as the notification sound and copy the Name value.
Navigate to Connect > Administration > Properties.
Locate the property called Audio file to play to notify users of new messages, support conversation transfers, and @mentions in Connect (connect.notification.audio_alert) and replace the default value with the name of the audio file.
Click Save.

Resolution

1. Navigate to System UI > Audio Files.
2. Rename the file "sn_va_web_client_alert.mp3" to "sn_va_web_client_alert_old.mp3" and set Active = false.
3. Create a new file called "sn_va_web_client_alert.mp3" and upload the required audio file.
4. Navigate to Service Portal and open Virtual Agent
5. You will have to clear the browser cache or open in incognito to ensure this takes effect.

[Lion Kesler]

Thanks for the reply!

Just to clarify — I'm working with Agent Workspace (Service Operations Workspace - SOW) on the Washington release, using Now Experience, not the legacy Service Portal or Connect Chat.

My goal is to play two different sounds:

One when a new chat request arrives (e.g. chat_request)

Another when a new message is received in an ongoing conversation (chat_message)

Do you know if there is a supported way to hook into those events (or the Notification Framework in SOW) to customize sounds dynamically per event type?

Thanks again!

[GlideFather]

@Lion Kesler I don't think it would be possible to differentiate between the very first and any other incoming notification afterwards 😕 but perhaps somebody else will come up with some ideas