The CSR needs sound for all the incoming messages for pega chat ( not just the first incoming message from customer ). This will let the CSR be prompt in the reply . Below is the email content received from our SME who thinks the Chat GO-Live will be blocked if the sound is not provided for all incoming messages from customer. Please help !
Email Content from SME below :
"As discussed earlier, we really, really need a sound option in Pega Chat.We work with several different systems. Therefore we are not “waiting” for an incoming chat. Because of the fact that we are working with so many different systems, it is very important to have a sound option when a new chat is offered ánd also every time that the customer is sending a new chat."
We have created an enhancement request on your behalf on our internal portal. he request ID is attached to your post above (under Related Support Case Number field.) Please refer this number to your Account Executive for next steps.