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December 30th, 2025

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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.

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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.

⭐ 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.

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