Changing your live chat and messaging sounds and notification settings

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<p id="docs-hc-snippet" style="display: none;">You can edit notification settings for your live chat or messaging configuration, including desktop notifications, notification sounds, and offline message update notifications.</p>
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<p class="p">You can edit notification settings for your live chat or messaging configuration, including
desktop notifications, notification sounds, and offline message update notifications. </p>
<div class="p">The following are the different notification settings you can edit:<ul class="ul" id="topic_ux1_245_bdb__ul_x4r_5p5_bdb">
<li class="li"><a class="xref" href="#topic_zms_xp5_bdb">Changing desktop notification
settings</a></li>
<li class="li"><a class="xref" href="#topic_rb2_fs5_bdb">Changing notification sounds</a></li>
<li class="li"><a class="xref" href="#id_nby_pt5_bdb">Changing your email notification
preferences</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zms_xp5_bdb">
<h2 class="title topictitle2" id="ariaid-title2">Changing your desktop notification settings</h2>
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<p class="p">You can manage whether notifications appear on your desktop. Notifications will only appear
when the related conversation is not visible and your browser settings allow the dashboard
</p>
<p class="p">From the Chat dashboard, you can manage whether notifications appear on your desktop. When on,
notifications appear only when the related conversation isn't visible and your browser
settings allow the dashboard to show notifications. You can manage notification settings
for:</p>
<div class="p">
<ul class="ul" id="topic_zms_xp5_bdb__ul_b33_wpl_3qb">
<li class="li">Incoming conversation requests</li>
<li class="li">New messages</li>
<li class="li">Status changes</li>
<li class="li">Expiring sessions </li>
</ul>
</div>
<p class="p"><strong class="ph b">To edit desktop notification settings</strong></p>
<ol class="ol" id="topic_zms_xp5_bdb__ol_rsn_zq5_bdb">
<li class="li">From the Chat dashboard select <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Personal</strong> &gt; <strong class="ph b">Sounds &amp;
Notifications tab</strong>.<p class="p"><img class="image img-screenshot" id="topic_zms_xp5_bdb__image_mps_jtl_3qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_sound_notifications.png" width="500"></p>
</li>
<li class="li">Click the checkbox next to each notification setting to enable or disable them. </li>
<li class="li">Click <strong class="ph b">Save Changes</strong> at the bottom of the page when you are finished. </li>
</ol>
<div class="note">
<span class="notetitle">Note:</span> If your agents are using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a> with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835750042-Enabling-focus-mode-for-voice-and-chat-in-the-Zendesk-Agent-Workspace" target="_blank">focus mode</a> enabled, notification behavior for new
messages is impacted. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835750042" target="_blank">Activating focus mode for voice and chat in the Agent Workspace</a>
for more information.</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rb2_fs5_bdb">
<h2 class="title topictitle2" id="ariaid-title3">Changing your sound notification settings</h2>
<div class="body">
<p class="p">The dashboard also alerts you of conversation activity with sound notifications. You can
modify or disable these in your personal settings. You can select a notification sound and
set the volume for incoming requests and incoming messages. </p>
<div class="note" id="topic_rb2_fs5_bdb__note_arl_244_kkc">
<span class="notetitle">Note:</span> To change the volume for notifications you receive on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829025690" target="_blank">notifications list</a> in Support, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11050070226714" target="_blank">Managing ticket notification settings in Admin Center</a>.
</div>
<div class="p">
<strong class="ph b">To edit your sound notifications</strong><ol class="ol" id="topic_rb2_fs5_bdb__ol_c2l_tdd_rx">
<li class="li">From the dashboard, select <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Personal</strong> &gt; <strong class="ph b">Sounds &amp;
Notifications tab</strong>.</li>
<li class="li">In the <strong class="ph b">Sounds</strong> section, use the dropdown menus to select the sound and set the
volume for each type of event notification.<p class="p"><img class="image img-screenshot" id="topic_rb2_fs5_bdb__image_szm_ltl_3qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_sound_notifications_sounds.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save Changes</strong>.</li>
</ol>
</div>
<p class="p">If you are using Safari web browser, your sound notifications might be automatically
blocked. These Safari settings can also block notification sounds for end users on the live
chat widget or Web Widget.</p>
<p class="p"><strong class="ph b">To allow sound notifications in Safari</strong></p>
<ol class="ol" id="topic_rb2_fs5_bdb__ol_gjq_bpf_nbb">
<li class="li">On your Zendesk Chat dashboard, right click on the URL address bar. </li>
<li class="li">Click <strong class="ph b">Settings for this Website... </strong>
</li>
<li class="li">In the Auto-play settings drop-down list select <strong class="ph b">Allow All Auto-Play</strong>. <p class="p"><img class="image img-screenshot" id="topic_rb2_fs5_bdb__image_zmx_dcg_nbb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_allow_auto_play.png"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="id_nby_pt5_bdb">
<h2 class="title topictitle2" id="ariaid-title4">Changing your email notification preferences</h2>
<div class="body">
<p class="p">Offline messages are automatically routed to your default login email when all your agents
are offline. This allows your visitors to use the widget to send you offline messages even when no
agents are available. Here's how an offline message sent to your email might look:</p>
<p class="p"><img class="image img-screenshot" id="id_nby_pt5_bdb__image_p1j_ldd_rx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zopim_offline1.png"></p>
<p class="p">By default, every agent on your account automatically receives all the messages, but you
can opt out from the dashboard.</p>
<div class="note">
<span class="notetitle">Note:</span> If you are on an integrated account, and the offline form is deactivated, agents do not
have permission to update these settings, and must have an administrator do it for them. </div>
<p class="p"><strong class="ph b">To stop receiving email notifications for offline messages</strong>
</p>
<ol class="ol" id="id_nby_pt5_bdb__ol_hbj_ldd_rx">
<li class="li">From the dashboard, select <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Personal</strong> and click the
<strong class="ph b">Profile</strong> tab.</li>
<li class="li">In the <strong class="ph b">Preferences</strong> section, deselect the Offline Message Notification option
<strong class="ph b">Receive email notification when visitors send an offline message</strong>. </li>
<li class="li">Click <strong class="ph b">Save Changes</strong>.</li>
</ol>
<p class="p">You can also opt out of receiving periodic product update emails from Zendesk Chat. By
default, this option is also enabled for all agents.</p>
<div class="p">
<strong class="ph b">To stop receiving product email updates from Zendesk Chat</strong><ol class="ol" id="id_nby_pt5_bdb__ol_f2j_ldd_rx">
<li class="li">From the dashboard, select <strong class="ph b">Settings</strong> &gt; <strong class="ph b">Personal</strong> and click the Profile
tab.</li>
<li class="li">In the <strong class="ph b">Preferences</strong> section, deselect the Zendesk Chat Updates option <strong class="ph b">Receive
periodic email updates from Zendesk Chat</strong>. </li>
<li class="li">Click <strong class="ph b">Save Changes</strong>.</li>
</ol>
</div>
</div>
</div>
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