Currently, when a video call is initiated from within an existing chat—whether by the user or the agent—it rings all online agents simultaneously. This behavior is disruptive when the user is already being assisted by an agent and the interaction is simply transitioning from chat to video. In these instances, no other team members should be notified.
**Request:**Please add an option to disable notifications for chat-to-video call conversions. This would prevent unnecessary alerts to other agents when a one-on-one chat escalates to a video call.
The existing sound settings allow users to mute notifications for new chats, but not for calls. As a workaround, I’d be happy to mute all call sounds if that option were available—however, this is currently not supported (as far as I can tell).