It’s important if you’re away to get the chat, also if you’ve your sound muted and you missed the desktop notification
Please use mobile app notification, Chat forwarding and Email and Desktop Notification.
As we’re a company, our agents are currently using desktop apps, and if they’re away, when they arrive don’t get a notice that have chats pending. As we’ve been using another platform for several years, we found this extremely helpful
I agree, there should be more visual representation of a new reply/chat.
Another example could be highlighting the desktop app in the windows taskbar.