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Overview

In the Chat for JSM app, you can enable sound and visual notifications for new incoming requests.
These notifications are designed to keep support agents informed about newly initiated chats so that they can start taking care of them as soon as possible. 

How It Works

Agents will receive sound and visual notifications when they are online and have the Chat Dashboard open anywhere in the browser.
Notifications work only for requests made via Chat and within each project individually.

How to Set It Up

1. Go to Project Settings > Chats Settings > Notifications.
2. Choose the options that serve your needs the best.

Sound Notifications

You have three options for sound notifications.


Don’t play a sound –
If this option is selected, agents don’t hear a sound.

Play a sound continuously until a new request is assigned – If this option is selected, notifications will keep playing until you assign all new requests from chat.

Play a sound once when a new request is received – If this option is selected, you will hear a one-time notification for new requests from chat. 

To receive sound notifications, you need to keep the Chat Dashboard page open somewhere in your browser.

The sound is provided by notificationsounds.com, and you can check it out here.

Visual Notifications

When you enable "Show a flag popup for a new request", a flag popup will appear on the Chat Dashboard whenever there is a new request.

When there are multiple new requests, flag popups will stack on top of one another, with the most recent request on top.


You cannot disable the flag popup for new requests if sound notifications are enabled.


Pausing the Sound

Agents can individually pause the sound for a set amount of time on the Chat Dashboard.


1. From the Chat Dashboard, click the bell icon in the upper right corner.

2. From the box that opens, click Pause Sound.

3. Select a time frame from the drop-down list.


You will still see flag popups for new requests.


How to Allow Sound Permission

For the correct work of the sound, you should allow sound permission for the Jira site in the browser.


Google Chrome

1. Go to the URL bar where it shows your Jira URL and click on the Lock icon.

2. In the drop down menu, click on Site Settings.



3. On the settings page, click on the drop down next to Sound and select Allow.


4. Click the Reload button on your original tab.


5. Clicking again on the lock icon, you will notice that Sound is showing Allow.


Safari

1. Choose the Preferences... option under the Safari menu.


2. Switch to the Websites tab within the Preferences popup window.

3. Choose Auto-Play in the sidebar.

4. Choose Allow All Auto-Play option in the drop-down next to Jira site.

5. Reload Jira page.

FireFox

1. Go to FireFox Settings.

2. Choose Privacy & Security in the sidebar and scroll down to the Permissions section.

3. Click the Settings button next to Autoplay


4. From the Default for all websites drop-down menu select Allow Audio and Video.

5. Reload Jira page.

Microsoft Edge

1. Go to Microsoft Edge Settings.

2. Choose Cookies and Site Permissions in the sidebar and scroll down to Media autoplay.

3. Scroll down to Media autoplay and click on it.

 

4. From the drop-down menu select Allow.

5. Reload Jira page.

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