Notifications for Incoming Messages During Active Sessions Not Functioning

What’s happening?

Users are not receiving notifications for incoming messages during active live chat sessions, despite having the necessary settings configured and cache cleared. Notifications are functioning for new chats but fail during ongoing sessions.

Reason:

The scenario is by design; the notification sound will be played only when the conversation tab is hidden, not when it is visible.

Resolution:

• Verify that sound notifications are enabled for live chat and for incoming messages for open sessions.
• Ensure that the browser audio configuration is correct.
• Confirm that the sound record is linked and that the sound file is uploaded to the sound record.
• See Enable sound notifications for conversations in Omnichannel for Customer Service | Microsoft Learn for more information