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Chat Widget

Expanded sound notifications for Live Chat Widget messages

šŸ‘€ Whatā€™s New?
Sound notifications in the Live Chat Widget have been expanded to cover
many more system and lifecycle messages
, ensuring website visitors donā€™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
ā€œNotification Soundā€
toggle.
šŸ§‘ā€šŸ”§ How It Works
The Notification Sound toggle continues to live under:
Chat Widget > Chat Window > Additional Options
ā€¢
ON (default)
: A sound will play whenever a supported message is shown to the visitor.
ā€¢
OFF
: All messages are delivered silently without sound, popup, or badge interruptions.
image
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.
ā­ 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.
šŸ“ Notes
  1. Notification Sound is
    enabled by default
    for Live Chat widgets.
  2. The toggle applies to
    all supported chat messages
    listed above.
  3. Sub-accounts can control this setting independently per widget.
  4. Disabling the toggle will suppress
    all sounds
    , while messages will still appear normally.