It’s important if you’re away to get the chat, also if you’ve your sound muted and you missed the 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.