The Sound configuration plugin provides a way to customize or mute the alert sounds that are triggered by certain actions within the LiveAgent panel. To activate the plugin navigate to Configuration > System > Plugins. After activation, the sounds can be configured in Configuration > System > Sounds. You have the option to select from existing sounds or upload your own. The plugin supports mp3, wav, or ogg formats, and the maximum size for a sound file is capped at 10 MB.
The Sound configuration plugin is available for Medium, Large, and Enterprise plans.
The plugin allows you to configure sounds for all application events:
- New call - sound played in a loop when there is a new call request notification ringing in the agent panel
- New chat - sound played in a loop when there is a new chat request notification ringing in the agent panel
- New message - sound played once when a new message is added to a ticket that the agent is viewing, including new chat messages
- New system message - sound played once when a new system message is added to the ticket that the agent is viewing
- New ticket - sound played when there is a ticket available via the To solve button, e.g. when the indicator changes from 0 to 1 or after solving a ticket opened via the To solve button when there are still other tickets to solve.
- Chat connected - sound played once to the customer when an agent answers the chat and it is successfully connected
- Chat new message - sound played once to the customer when a new chat message is added
Setting the default sounds for all agents can be done in Configuration > System > Sounds. Test the current sound by clicking the Play button, or select a new sound from the drop-down menu. Hovering over a choice in the list box will play the sound. To add a custom sound, click the Upload button (underlined arrow icon). Don't forget to save the configuration at the bottom of the section.
Each agent also has the ability to set individual sounds in their profile under the Sounds section, which will override the default sounds.