After quite a bit of testing, I have found an important sound/notification inconsistency…
When using twilio sms as the communication channel, the ai assist happily picks up the conversation and escalates when the user asks for a human (ie. shortcut → /human) however upon transferring the conversation to a department or all agents, no notification SOUND is created on either desktop/web or mobile (android) apps.
This same ai-assist transfer alert sound/notification, when done through the live chat widget, works fine and both desktop/web and mobile (android) apps alarm successfully.
I desperately need the alert sound to work when twilio is the primary channel because my agents are mobile supporting an outdoor event, and participants will be texting a published number to get support. If there is no alert sounds for my agents, many requests will be missed or ignored because there will not be any sounds and they will have to constantly check their devices to see if they have missed anything.