Smarter Sound Alerts for Live Chat Messages
How It Works
ESC Hub has expanded sound notifications in the Live Chat Widget to cover more than just incoming chat messages.
Sound alerts now trigger across a wider range of system and lifecycle messages, helping website visitors stay aware of what’s happening during a chat session. This includes key moments like chat initiation, acknowledgements, welcome messages, and form-related steps.
All sound behaviour is controlled by the existing Notification Sound toggle, so there’s nothing new to configure.
How to Use
Sound notifications are managed from the Live Chat Widget settings:
Go to Chat Widget inside ESC Hub.
Open Chat Window.
Select Additional Options.
Toggle Notification Sound on or off.
On (default): Sounds play whenever a supported message appears.
Off: All messages appear silently, with no sound or popup interruptions.
This setting applies per widget, giving you full control over how notifications behave.
Why This Matters
Live chat conversations involve more than just agent replies. Important moments can happen before or after an agent responds, and those were easy to miss without sound alerts.
By expanding sound notifications, visitors are now prompted during every meaningful step in the chat flow. This improves responsiveness, reduces confusion, and creates a more predictable chat experience without adding noise where it’s not wanted.
One toggle. Clear feedback. Better conversations.
Use Cases
Live Chat Session Starts
Alert visitors when a chat begins or resumes.
Acknowledgements and End Messages
Ensure users notice confirmations or session updates.
Business Hours Handling
Notify visitors when an after-hours or availability message appears.
Form and Redirect Steps
Make sure users don’t miss contact forms or next steps during a chat flow.
