Expanded sound notifications for Live Chat Widget messages

👀 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 initialization.

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

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.